Internet speed is not as advertised

Internet speeds cannot be guaranteed

It is impossible for an internet service provider (isp) to guarantee you a specific internet speed. This is because the speed is influenced and changed by a number of factors outside the control of the provider. These factors are:

• how many people are online at the same time as you. The more people who are using the internet at the same time, the slower your speed will be
• electrical interference
• the technology you are using to access the internet
• how far your property is from the exchange if you receive internet through the phone line.

How accurate does the advertised speed have to be?

Most isps advertise the speed with the words up to, for example, up to 8MB per second. This means the speed could be anything between 0 and 8 MB. However, the Advertising Standards Agency has said that speeds should be close to the advertised maximum.

What an isp has to tell you about your internet speed

Ofcom, the organisation that regulates the telecommunications industry, has issued a Code of Practice about advertising internet speeds. Most isps have signed up to this Code. This includes:

• giving you an estimate of the maximum speed you can get before you buy
• explaining what may cause your speed to slow down on occasions
• giving you help and advice on how to improve your speed
• offering an alternative package (if there is one), without any penalties, if the actual speed is a lot lower than their original estimate.

Check if your isp has signed up to the Code at www.ofcom.org.uk

Have you gone over your download limit?

If you have gone over your download limit, your isp may have slowed down your internet speed deliberately as a penalty. They are allowed to do this. Information about this will be in your isp’s fair usage policy on their website.

If you are not happy with your speed

If your speed is consistently not close to the advertised speed, you should complain to your isp. You could also consider switching to a different provider.
Making a complaint
Switching provider – top tips
How to switch provider
Choosing an internet provider

Source:  http://www.adviceguide.org.uk/scotland/consumer_s/phones_tv_internet_and_computers_index_e/consumer_problems_with_services_related_to_your_contract_e/internet_speed_is_not_as_advertised.htm