Watchdog demands action on slow broadband

LONDON - Thousands of Internet users are being short-changed by broadband connections that are far slower than advertised, a watchdog said on Wednesday.

The Consumer Panel, which advises communications regulator Ofcom, said there was widespread discontent among computer users that broadband can be frustratingly slow.

Panel chairman Colette Bowe called on Ofcom to establish a code of practice giving customers more protection when they sign up for a high-speed Internet package.

"This code would establish agreed processes to give the customer the best information during and after the sales process," she said in a statement.

The panel recommended that:

- Companies should contact customers two weeks after installation to give them their actual line speed.

- Firms must allow customers who are unhappy with their service to switch to a different provider or cancel their contract without any penalty.

- The Advertising Standards Authority should work with the industry to ensure that broadband commercials give more prominence to the range of factors that affect speeds

Slow broadband can be caused a wide range of problems and is not always the fault of the service provider, Bowe said.

Speeds depend on everything from the telephone wiring and quality of the line to the distance to the exchange. Viruses or a poorly maintained computer can also slow the link.

The Internet Service Providers' Association, a trade body which represents dozens of companies, including BT, Tiscali and Virgin, could not immediately be reached for comment.

The government said last month that Britain's economy could suffer if it fails to build an ultra-fast Internet network.

Minister for Competitiveness Stephen Timms held a broadband summit to discuss how to upgrade the existing network, much of which is based on old copper wiring.