For many years broadband speeds have been advertised as 'up to', meaning a speed that at least 10% of broadband users can achieve. At the end of 2017 Ofcom and the Advertising Standards Authority (ASA) ruled that it is an unsatisfactory system, so from 28 May 2018 all providers will have to show the average speed that their customers are actually receiving.
The Ofcom Voluntary Code of Practice (VCOP) states:
"...it is critical that all ISPs explain to consumers that actual throughput speeds are likely to be lower than the headline or advertised speeds..."
As a result, when you’re checking availability at your address, we'll give you four speeds:
- The maximum download speed
- The minimum download speed
- The VCOP minimum guaranteed speed (this is the absolute lowest speed you should get. If you get lower than this you may have the right to terminate your contract
- The Ultimate Speed Guarantee.
The first three are estimated line speeds provided to us by BT Openreach at the time of checking, and give you specific rights if we aren't delivering the speeds we show. The Ultimate Speed Guarantee is a fixed value that we guarantee to provide you, or we'll give you a discount off your monthly bill.