Important changes will allow customers with slow broadband speeds to escape their contract penalty-free – however, it won't be introduced until 2019. Here's what you need to know.
As it's been a bit of a grim week, we'll start with the good news: new rules from Ofcom will let you leave your broadband contract early if you suffer from slow speeds – and you won't be charged a penalty fee.
What's more, providers will have to be more honest about what speeds you can realistically expect.
It'll be a huge boost for frustrated broadband customers as it means we'll be going into a contract with more accurate info and have the power to leave if promised speeds aren't delivered.
The bad news? The changes will only be implemented on 1 March 2019.
Fed up with your broadband? Search for a better deal now!
What’s happening?
Let’s take a peek at the new parts of the code:
Provide more accurate speed estimates
As it stands, providers will give you a wishy-washy estimated speed range before you sign up. After the changes come in they’ll need to tell you what the ‘more realistic’ peak-time speed – between 8pm and 10pm – will be.
Give customers a minimum guaranteed speed before they buy
Providers only have to tell you the minimum guaranteed speed for a package before you sign up – but only if you ask for it. From March next year, they’ll have to do this whether you ask or not.
Let customers walk out of their contracts after 30 days if speeds fall below a guaranteed minimum
Suppliers are currently only obliged to let you leave your contract penalty-free if your speed falls below the minimum guaranteed level and they can’t improve it, but there’s no time limit on how long they’ve got to put things right.
The new code of conduct says that if you see no improvement after 30 days you’ll be able to walk away from your contract penalty-free.
Apply the 30-day rule to cable and broadband – and packages that include TV and landline
In case you’re wondering, if you have cable broadband bundled with your TV and landline, you can’t get out of your contract under any circumstances.
But you’ve guessed it – after next March you’ll be able to leave after 30 days if your speeds are sub-par, as if your package was broadband only.
Playing the waiting game
The rules will apply to providers who have signed up to Ofcom’s voluntary code of conduct such as BT, Plusnet, Sky, TalkTalk and Virgin Media. Some smaller providers, including John Lewis and the Post Office, aren’t signed up, so they won’t apply to everyone.
Providers who have opted in are being given 12 months to make changes to their systems, develop new ways of measuring speeds and train staff before the new code is introduced on 1 March 2019.
Until then, find out how you can switch your phone, broadband and TV packages.
Or, if you want to move the whole lot, check out:
- How to cut the cost of your Sky TV, broadband and phone bills
- Save money on your Virgin Media bill
- How to save money on your BT phone, broadband and TV bills
Prefer to do a quick search for the best deals available to you? Head over to broadbandchoices.co.uk to see what you can get.