Question to the Department for Digital, Culture, Media & Sport:

To ask Her Majesty's Government what steps they plan to take to ensure that consumers receive the broadband speeds for which they pay.

Ofcom, the independent national regulatory authority for communications has agreed a voluntary industry code of practice on broadband speeds. It was introduced in 2008 and subsequently updated in 2010, and requires internet service providers to provide consumers with information on the maximum speed they can achieve, including an estimated speed range, to help ensure that consumers choose the package that is the most appropriate for them in light of their individual circumstances and needs. All the largest internet service providers representing 98% of the broadband consumer market are signed up to the Code and have agreed to abide by its principles and spirit. Headline broadband speeds advertised are unlikely to be achievable all the time. There are a variety of reasons for broadband speed variations, not all of which are within the broadband service provider�s control. The important thing is that consumers receive accurate information on broadband speeds at the point of sale to allow them to make informed purchasing decisions, and ensure that there is not a mismatch between the speeds they expect to receive and what they actually get.

Ofcom has undertaken successive mystery shopping exercises to check compliance with the Code. Results have shown that the level of compliance has continued to improve. The latest results published in May 2013 found that overall 96% of mystery shopping callers were provided with a speed estimate (93% in 2011/12). There was also an improvement overall in the provision of speeds information provided to mystery shoppers via the web. All signatories to the Code, with the exception of two small providers, offered a speed checker which provide estimated access line speeds. The percentage of assessments where any speed estimate was given via the website rose from 87% in 2011/12 to 92% in 2013.

Ofcom is currently discussing with industry and consumer groups, its proposals to revise the Code to reflect significant changes in the broadband market since the Code�s introduction, with the increased take up of superfast packages. The proposals include improving the information on speeds for consumers buying superfast packages to equal that received by consumers buying current generation services.