Customers receiving better broadband speeds information under Ofcom code

Broadband customers are being given better information about how fast their new service will be, before they sign a contract, according to a new report published today by Ofcom. 

Under Ofcom’s Broadband Speeds Code of Practice, providers must be upfront with customers about what speeds to expect during peak times, and give them a minimum guaranteed speed before they sign up.

If a customer’s broadband speed then drops below the promised level, companies will have 30 calendar days to improve performance, before they must let the customer walk away – penalty-free.

Our analysis has found that customers are being given clear and realistic broadband speed information at the point of sale. The majority of speed issues are resolved by providers within 30 days of them being raised, with a small number of customers using their right to exit or taking an alternative solution where issues can’t be fixed.

However, we have identified areas where improvements are needed. This includes improving speed information for cable and full-fibre technologies, with the latter becoming increasingly important as these networks roll out more widely.

Separately, Ofcom is also today consulting on minor changes to the Broadband Speeds Code of Practice.  

We are proposing to update the residential and business codes so that the definition of a bundle is aligned with Ofcom’s revised rules (the General Conditions), which will be implemented from 17 June 2022.

This will form a consistent set of rules relating to bundles and who they apply to, making them easier for customers to follow and more straightforward for broadband providers to implement.

Today’s consultation closes on 22 June 2022.

Cwsmeriaid yn derbyn cyflymder band eang gwell o dan god Ofcom

Mae cwsmeriaid band eang yn cael gwell gwybodaeth am ba mor gyflym fydd eu gwasanaeth newydd, cyn iddynt lofnodi contract, yn ôl adroddiad newydd a gyhoeddwyd heddiw gan Ofcom. 

O dan God Ymarfer Cyflymder Band Eang Ofcom, mae'n rhaid i ddarparwyr fod yn agored gyda chwsmeriaid ynghylch pa gyflymder i'w ddisgwyl yn ystod oriau brig, a rhoi isafswm cyflymder gwarantedig cyn iddynt ymrwymo.

Os bydd cyflymder band eang cwsmer yn mynd yn is na'r lefel a addawyd, bydd gan gwmnïau 30 diwrnod calendr i wella perfformiad, cyn bod yn rhaid iddynt adael i'r cwsmer gerdded i ffwrdd – heb gosb.

Mae ein dadansoddiad wedi nodi bod cwsmeriaid yn cael gwybodaeth glir a realistig am gyflymder band eang ar y pwynt gwerthu. Caiff y rhan fwyaf o faterion cyflymder eu datrys gan ddarparwyr o fewn 30 diwrnod i'w codi, gyda nifer fach o gwsmeriaid yn defnyddio eu hawl i adael neu'n derbyn datrysiad arall pan na ellir datrys problemau.

Fodd bynnag, rydym wedi nodi meysydd lle mae angen gwelliannau. Mae hyn yn cynnwys gwella gwybodaeth am gyflymder technolegau cebl a ffeibr llawn, gyda'r olaf yn gynyddol bwysig wrth i'r rhwydweithiau hyn gael eu cyflwyno'n ehangach.

Yn ogystal â hyn, mae Ofcom hefyd yn ymgynghori heddiw ar fân newidiadau i'r Cod Ymarfer Cyflymder Band Eang. 

Rydym yn cynnig diweddaru'r codau preswyl a busnes fel bod y diffiniad o fwndel yn cydweddu â rheolau diwygiedig Ofcom (yr Amodau Cyffredinol), sydd i gael eu gweithredu o 17 Mehefin 2022.

Bydd hyn yn ffurfio set gyson o reolau mewn perthynas â bwndeli a phwy y maent yn berthnasol iddynt, gan ei gwneud yn haws i gwsmeriaid eu dilyn ac yn symlach i ddarparwyr band eang eu gweithredu.

Daw'r ymgynghoriad heddiw i ben ar 22 Mehefin 2022.

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