Here are some of the most popular questions about the Ofcom Broadband Speed Code of Conduct:

  • What is the Broadband Speed Code of Conduct?
  • What does this mean for new customers?
  • Are there any conditions?
  • How do I know what speed I will get?
  • What to do if you feel you are not getting the predicted speed?

 

What is the Broadband Speed Code of Conduct?

The Broadband Speed Code of Conduct has been introduced by Ofcom to provide clarity about the actual broadband speed you will receive once you have signed up and activated your service. It also offers protection if your service provider does not provide the minimum level of speed quoted during signup.

The term "speed" is referring to sync speed, not throughput speed.

The code sets out the conditions which mean you could be released from your contract without penalty.

 

What does this mean for new customers?

It means that you are protected if the the actual speed when the line is live is lower than the predicted broadband speed at point of sale.

 

Are there any conditions?

The following conditions must be met in order to be released from your contract without penalty:

  • Your line speed must be below the minimum guaranteed line speed provided to you at point of sale. Remember, if you're a new customer, your line will go through a stabilisation period. This will last for around 10 days and it's normal for your speeds to fluctuate during this time.
  • You must allow bOnline to attempt to resolve any issues with your line to improve the speed, this is 28 working days.
  • You can register any complaints under the Broadband Code of Conduct at any time from the day your service goes live.

We will look to resolve any network or line issues and if required we may need to arrange for an engineer to visit your office.

 

How do I know what speed I will get?

All new customers joining bOnline will be given a predicted broadband speed. This is based on your location. 

You will receive an email after placing your order which will confirm your estimated broadband speed.

 

What to do if you feel you are not getting the predicted speed?

If you feel your broadband speed is slower than the estimated speed you should take a look at our tips for improving your broadband speed.

However, if you have not been able to improve your speed or your speed is lower than your guaranteed line speed, please contact us.

Did this answer your question?