The Code strengthens users’ rights to obtain accurate information about their broadband service.
Background: The UK regulator Ofcom has been a pioneer in strengthening consumer protection in the purchase of broadband services. Its first Code of Practice on residential broadband speeds dates back to 2008, and was reviewed several times since. In 2016, a Business Broadband Speeds Code was also introduced.
What changes with the new code? Today, Ofcom announced a new version of the Residential Code, replacing the one approved in 2015. The Code brings about several changes: ISPs will have to inform customers about minimum and peak-time speeds before they sign up to a deal; and let customers opt-out without penalties if speeds fall below the guaranteed level. ISPs will have one month to improve the service before offering the right to exit, which will also apply to phone and TV services contracted with the broadband; this will reduce the risk for users to be tied in a bundle.
Next steps: The Code will be valid from 1 March 2019. All the main ISPs have signed up (BT, EE, Plusnet, Sky, TalkTalk and Virgin Media – Vodafone is notably absent) which together serve around 95% of UK home broadband customers.
