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Vodafone customers to get 'greater transparency' on broadband speeds

Wednesday, September 28th 2016 by Phil Wilkinson-Jones

New Vodafone broadband customers will be told the slowest speed they can expect to receive after the provider signed up to Ofcom’s voluntary code of practice.

Under the code, new and upgrading customers are able to view online the minimum and maximum download speeds they are likely to get.

Customers unable to achieve their minimum speed 28 days after notifying their provider are free to walk away from their contract.

Vodafone has said it will also make customers aware of what upload speeds they can expect – information that falls outside the code but is increasingly useful for gamers and those who post pictures and videos online.

The company said it had signed up to the code following the completion of a major investment programme that has seen its fibre network extended to telephone exchanges that pass more than 24m premises.

Last month, Vodafone became the first UK broadband provider to include the cost of line rental in the headline price of its unlimited fibre broadband products.

TalkTalk has already announced that it will adopt a single monthly broadband charge later this year.

Vodafone UK’s commercial director Glafkos Persianis said: “Having allowed customers to break free from broadband line rentals and try out our mobile network, we are now giving them greater transparency on home broadband speeds.

'Misleading practices'

“Since we entered the market just over a year ago, we have pledged to make a difference by scrapping the out-dated and often misleading practices, which have plagued this market.

“The days of promising theoretical ‘up to’ speeds are over – if a customer does not receive the speeds that they were promised, we will try to fix that, and if that does not work then they are free to leave, no questions asked.”

Ofcom strengthened its code of practice last year in a bid to make it easier for consumers to switch providers at the end of their contract, and to leave their contract early if speeds fall below acceptable levels or if they suffer problems that cannot be resolved.

Sharon White, the regulator’s chief executive, said the changes “will make a real difference for consumers, and will encourage more people to take advantage of very strong competition in the landline and broadband markets”.

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