Broadband speeds may well be slower than advertised - that's why
they are advertised as "up to xMb/s"
Not receiving the advertised speed is the UK broadband
consumers' number one gripe. ISPs are required to advertise the
broadband speed as "up to" - e.g. "Up to 20Mb/s" as it is
almost guaranteed that customers will not receive the full
speed.
Why are broadband speeds lower than the advertised broadband
speed?
The reason for the reduction in speed faced by consumers depends
on a number of factors - but the principle problems are:
- The distance that you live from the telephone exchange which
affects all broadband services delivered by DSL (the copper wire
phone network). This is all broadband providers in the UK
with the exception of the cable broadband providers such as Virgin
Media.
- So-called "contention" which refers to the amount of
people using the broadband service at the same time as you - this
affects all broadband service providers.
- In-home problems associated with the phone line wiring within
your house.
What can you do if you feel you are not getting an acceptable
broadband speed?
The first thing to do is check the broadband speed that you are
actually receiving. This will vary by time of day (depending on how
many other users are on at the same time as you).
If once you have checked your speed it seems well below the
advertised speed, you can get in touch with your provider. The
first point of call unfortunately is their customer service
departments who should be able to check whether there are any
obvious problems with your line, or whether you would benefit from
an upgraded modem.
If things don't improve you can consider:
- Downgrading from the package that you are
on;
If it is a premium package that is not delivering the speed
advertised - you are likely to get a similar speed from the package
below and save yourself some money.
- Write a letter of complaint to your ISP;
But in our experience this can take a lot of time and angst for
limited chances of success.
- Switching broadband provider;
As every broadband service provider's infrastructure is slightly
different and may offer better (or worse!) broadband speeds at your
home.