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Ofcom today issued a code of practice to ensure that internet service providers (ISPs) offer greater clarity over broadband line speeds.
Some 37 ISPs, covering more than 90 per cent of broadband customers, have agreed to follow the code in order to give customers better understanding of the speeds so they can ensure they are on the correct service for their needs.
ISPs who adopt the code must provide an accurate estimation of the maximum line speed at the point of sale, resolve technical issues, offer the chance for customers to move to a lower speed package and provide information on usage limits.
Compliance will be monitored through mystery shopping exercises.
The code was borne out of Ofcom's concerns that available speeds advertised by ISPs are higher than the speeds actually available to consumers, prompting fears that people could be misled or misinformed.
The Internet Service Providers' Association said it would like to see the code extended to include wireless mobile operators that provide broadband.
In order to gain a clearer picture of the situation the watchdog will conduct its own research into the issue.
The study will monitor 2,000 residential broadband connections across the country to identify how speeds and quality of service vary according to region, ISP and time of day.
A previous Ofcom survey showed that customer satisfaction with ISPs has fallen over the last year.
