Broadband: Increase your broadband speed Broadband speed put to the test
Ofcom tests broadband speeds delivered by major ISPs, including BT and Virgin
Which? is working closely with the broadband industry and regulators to ensure true broadband speeds are made clear before you sign up to a broadband service.
Back in 2007, many Which? members wrote to us complaining they were getting nowhere near the speed they were promised when they signed up to their broadband service.
In response, we carried out the UK's first large-scale broadband speed investigation, by testing more than 300 people's broadband speed over a two-week period.
Broadband speed investigation
Broadband customers in our speed test who'd been promised broadband speeds of up to 8 megabits per second (Mbps) achieved only 2.7Mbps on average and, for some, speeds dropped to 0.09Mbps – barely faster than dial-up (0.056Mbps).
Many factors that affect broadband speed aren't within an ISP's control, but we felt that broadband companies should not be advertising speeds that nobody can achieve in practice.
We shared our findings with broadband regulator Ofcom and encouraged it to take action to stop the broadband industry misleading its customers.
Ofcom broadband speed test
Following feedback from Which?, consumers and other organisations, Ofcom has implemented its own regular, nationwide broadband speed tests. The results of its latest speed test - carried out in November and December 2010 - confirm that many people often get nowhere near their advertised speed.
The average speed achieved in practice in Ofcom's broadband speed test was just 6.2Mbps across all UK providers and packages, compared to an average advertised 'up to' speed of 13.8Mbps.
Ofcom's study included more than 18 million speed tests in 1,700 homes in November and December 2010.
Virgin, BT and other ISPs compared
Ofcom also compared the actual broadband speed of the UK's biggest providers over 24 hours and found that actual speeds vary between different providers promising the same headline broadband speed.
The clear winner, in terms of how well actual speeds matched advertised speeds, was Virgin Media's fibre cable broadband service. Second place went to BT's 40Mbps 'Infinity' service, which uses fibre for most of the broadband journey, but copper for the final leg.
Unlike ADSL broadband, delivered over copper wires, broadband speed over a fibre network isn't affected by distance from the exchange. This means that actual speeds are much closer proportionally to advertised speeds than when broadband is delivered using ADSL.
However, there were some noticeable differences even among ADSL providers. Ofcom told Which? this is likely to be down to a broadband provider's investment in high-quality equipment and background capacity.
The average broadband speeds found are shown below (we show first the advertised speed and then the average speed achieved in practice).
Up to 8 or 10Mbps packages
- Virgin Media 'up to' 10Mbps: average 9.5 – 9.7Mbps (fibre)
- BT 'up to' 8Mbps: average 4.1 – 4.8Mbps (ADSL)
- Plusnet 'up to' 8Mbps: average 3.4 – 4.4Mbps (ADSL)
- Orange 'up to' 8Mbps: average 3.3 – 4.3Mbps (ADSL)
Up to 20 or 24Mbps packages
- Virgin Media 'up to' 20Mbps: average 17.4 – 18.6Mbps (fibre)
- O2/Be 'up to' 20/24Mbps: average 9.9 – 11.6Mbps (ADSL)
- Talk Talk 'up to' 24Mbps: average 7.7 – 9.3Mbps (ADSL)
- Sky 'up to' 20Mbps: average 7.4 – 8.8Mbps (ADSL)
- BT 'up to' 20Mbps: average 6.9 – 8.7Mbps (ADSL)
Up to 40 or 50Mbps packages
- Virgin Media 'up to' 50Mbps: average 43.9 – 47.2Mbps (fibre)
- BT 'up to' 40Mbps: average 30.5 – 33.1Mbps (fibre/copper)
Many ADSL ISPs now offer broadband speeds of up to 20 or 24Mbps. Ofcom's speed test found that with these services, the gap between actual and advertised speeds is even wider than with 8Mbps services. Only 3% of testers with these advertised speeds achieved between 16 and 20Mbps on average. None achieved an average speed of more than 20Mbps.
Switch for better broadband speed
Ofcom's findings show that people suffering from poor broadband speeds may benefit from switching providers.
Take a look at the Which? broadband review to find the best deal for you, including speed, value for money and overall customer satisfaction.
The review also gives advice on how fast a broadband speed most people really need.
Ofcom broadband speed code of practice
Ofcom has also put in place a voluntary code of practice on broadband speed. Under this code, when a prospective broadband customer contacts them about taking out a new service - online, on the phone or in store - ISPs must:
- Give potential customers an accurate estimate of the maximum online speed that a broadband line can support
- Advise customers that the actual broadband speed they'll achieve is likely to be much lower
- Outline all factors that can affect broadband speed
Providers must also resolve their customers' ongoing technical issues to improve internet speed.
Broadband speed mystery shopping
In 2010, Ofcom mystery shopping found that the information provided to customers by broadband providers under the code of practice was often inconsistent.
As a result, it is strengthening the code of practice in the following ways:
- More accuracy and consistency in broadband speed estimates at point of sale with standard ranges for speed estimates across all providers
- Broadband providers must log a fault if broadband speed is significantly below the original estimate
- Broadband customers will be permitted to change their package or end their contract without penalty (within three months) if their actual broadband speed is significantly below the estimate
Broadband providers were given a year from July 2010 to put these new measures in place.
Broadband speed advertising
Ofcom can only regulate the information that broadband ISPs provide at the point of sale. It has no authority over the information that ISPs include in advertisements.
The Advertising Standards Authority (ASA) is currently consulting on the most appropriate way to advertise broadband speeds. Which? has submitted a response asking the the ASA to ensure broadband speed advertising gives web users a clear idea of what broadband speed they can realistically expect, and banning the use of headline speeds that nobody can achieve in practice.
Unhappy with your broadband speed? Write to your ISP
Test your broadband line speed
If your broadband speed is much slower than you were led to believe it would be, carry out a broadband speed test several times over a fortnight and note the results.
If you're not happy with the difference between your promised and actual speed, write to your ISP.
Slow broadband speed – how to complain
State the results of your online speed tests and explain that you signed up on the assumption you would receive a certain broadband speed, and that, based on the online speed tests, it doesn't match what was advertised.
Ask the ISP to investigate as soon as possible. If a technical problem on your phone line is to blame, your ISP may be able to help fix it.
Lastly, tell your ISP that, if it can't improve your broadband speed in line with what you were led to expect, you'd like it to offer you a better-value deal or allow you to end your contract without penalty.
Taking your broadband speed complaint further
If your complaint to your ISP about your broadband speed is rebuffed, you have two options; the outcome of each will depend on your circumstances and the wording of your broadband provider's small print.
- Let Ofcom know about your broadband speed problem. It can't help with individual complaints, but is more likely to take action against a company if it gets significant evidence of consumer detriment.
Complain to your broadband ISP's alternative dispute resolution service – it will belong to either Otelo or Cisas. To do this, you must usually wait at least eight weeks from your initial complaint to the ISP (keep records of all written and phone attempts to resolve the issue as this will help your case). You can do it sooner if the ISP sends you a deadlock letter saying it won't help with your complaint.
Alternatively, it may be possible to sue your broadband supplier in the small claims court for misrepresentation or for breach of contract. We would suggest your explore the dispute resolution route first, as a successful outcome to a court case will depend on the opinion of the judge and your individual circumstances.
If you have a problem with your broadband provider but you're not sure how to resolve it, join Which? Legal Service. For just £68 a year (£51 for Which? members) you'll have access to unlimited telephone advice from Which? expert consumer lawyers on anything from broadband disputes to mortgage repossessions.
