Alan Brown – 2016 Parliamentary Question to the Department for Culture, Media and Sport

The below Parliamentary question was asked by Alan Brown on 2016-01-07.

To ask the Secretary of State for Culture, Media and Sport, what plans he has to bring forward proposals to ensure service level agreement requirements incorporated into broadband supplier contracts with their customers ensure a reasonable minimum speed of download is maintained and commensurate with the advertised product.

Mr Edward Vaizey

The Ofcom Code of Pratice on Broadband Speeds, effective from October 2015, requires internet service providers (ISPs) to give customers clear and accurate information on home broadband speeds, including the maximum speeds they can achieve, the estimated speed on the customer’s line, and factors that may slow down the speed, such as any fair use or traffic management policies.

ISPs must have systems in place to find the cause of speed problems, take steps to fix any issue they are responsible for, and explain to customers if they can do anything to improve the situation. As a result of the October 2015 revised code, customers can terminate contracts at any time without penalty if they receive speeds significantly below the ‘minimum guaranteed access line speed’; previously customers could only terminate within the first three months.