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Michael Phillips, Product Director at, comments on the new Code of Practice announced by Ofcom which takes effect on 5 December 2009

“We welcome the Code of Practice announced by Ofcom as we believe it is essential that customers are provided with as much information and clarity as possible on the likely speed of their broadband service. However, we still think that it is misses a number of key areas in genuinely improving the customer experience:

“It looks at ‘point of sale’ information but doesn’t address misleading advertising claims and we feel that broadband providers should advertise speeds in the same way that loans are advertised detailing a ‘typical speed achieved.’

“In addition, whilst it alludes to future Ofcom involvement in performance benchmarking, there is not, at present, any recognised independent way of verifying ISP’s speed claims.

“Broadband has become so much more affordable in recent years - and as such has become an essential part of daily life. However, despite falling costs and increasing broadband speeds, many people are still unhappy with their broadband service – especially those living in rural areas or not yet connected to an LLU exchange, who often have to pay more money for an inferior service.

“Directing ISPs to offer lower speed packages for customers unable to achieve the speed they were sold sounds good in principal but it’s important to note that many ISPs only have a single speed offering across their different packages. To that end customers will be forced to grin and bear it or switch to an alternate supplier.

“This is a first step in the right direction from Ofcom and the fact that 95% of ISPs have signed up is encouraging, but we still feel it does not go far enough to protect the interests of broadband customers.

Investment in customer service and free technical support as well as transparency needs to be the norm rather than the exception.”


Notes to editors:

For further information please contact:

Michael Phillips
020 7700 3245

Gug Kyriacou/ Emily Church
Polhill Communications
020 7655 0540/0550

About is the second biggest dedicated broadband comparison service in the UK and is one of only two sites to have had its calculator accredited by Ofcom. Unlike other comparison sites, doesn’t just focus on price but total package value, offering consumers impartial advice and access the latest broadband deals to help them make the right choice.

What makes different:

• Broadband comparison calculator accredited by Ofcom (one of only two accredited UK services)
• Most comprehensive range of broadband consumer guides and advice
• Variety of ways to rank and compare broadband packages according to individual needs
• Detailed package information on over 100 UK broadband packages
• A community of like-minded people where you can read reviews and share your thoughts
• Up-to-date information regarding key industry developments
• Access to practical free, downloadable software tools (broadband speed test & download monitor)

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