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Campaigns | Broadband speed

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Ofcom announces reforms to the broadband and phone market

Ofcom has reported back on its first review of the telecoms market in 10 years, announcing a number of reforms to improve your broadband and phone service.

In its report the regulator starts by advising that BT must open up its Openreach network to allow competitors to connect their own fibre networks directly into homes.

There will also be tighter standards on the performance of Openreach, with a call for the company to be more independent from BT.

Automatic compensation for bad service

Following our appeal for statutory compensation in telecoms, Ofcom said it intends to introduce automatic compensation for when things go wrong with your broadband, landline or mobile.

There were also announcements on providers improving coverage, as well as calls for providers to give clearer information on the price and quality of the services you’re getting.

Sharon White, the chief exec of Ofcom, said:

‘Today we’ve announced fundamental reform of the telecoms market - more competition, a new structure for Openreach, tougher performance targets, and a range of measures to boost service quality.

‘Together, this means a better deal for telecoms users, which will improve the services and networks that underpin how we live and work.’

Reforms must be introduced soon

Our executive director Richard Lloyd said:

‘People now see telecoms as essential services, so we welcome proposals to raise standards across the industry, with faster, more reliable broadband and automatic compensation for consumers when things go wrong.’

We’ll be holding Ofcom to account on your behalf to make sure your expectations are understood and included in these proposals.

Richard Lloyd added:

‘Ofcom must move quickly with these reforms and ensure that Openreach genuinely improves the service for customers who have been let down for too long.’

What do you think about Ofcom’s proposals announced today?


A universal right to broadband

Today the Government announced plans to put access to broadband on a similar footing to other basic services, like water and electricity.


UK worst in Europe for delivering broadband speed promises

The UK is the worst in Europe for delivering the broadband speeds advertised by ADSL providers.

Virgin Media and SSE speak up against confusing broadband ads

Internet Service Providers Virgin Media and SSE have lent their support to our campaign against broadband ads that promise speeds that most customers will never see.

Virgin Media supports our broadband speed campaign

Virgin Media has come out in support of our campaign to end confusing advertising of broadband speeds.


ASA tells BT to give accurate speed estimates

The ASA has upheld a complaint from a BT customer who claimed they were misled as to the speed they could achieve on their line.

Thanks for voting in our poll

Sorry, you’re wrong - the speeds quoted in broadband ads only need to apply to 10% of customers. Yes, just 10% of customers.

Simpler broadband switching to help customers

Ofcom has announced measures to make it easier for customers to switch their landline and broadband provider in one simple step.


Have you ever haggled for a better broadband deal?

If you do one thing today, pick up the phone and call your broadband provider. Our latest investigation has shown it’s definitely worth getting in touch if you want a better deal.

One BT customer saved over £200 a year on her package after just one phone call. And they asked her to call back as soon as possible if she still wasn’t happy. This call was just one of 30 our mystery callers made to some of the UK’s biggest broadband providers.

An impressive 22 of these calls resulted in savings or better deals on the spot. They were offered deals including £12 off line rental every month for the next nine months (Sky), a half-price deal if we signed up for another 12-month contract (O2), and a free engineer visit to install the latest router (TalkTalk).


UK broadband less than half of advertised speeds

Average broadband download speeds are still less than half of advertised headline speeds, a large-scale Ofcom speed test has revealed.
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