O2 welcomes Ofcom code of practice

O2 today welcomes the publication of Ofcom’s code of practice on broadband speeds, which will help cut through customer confusion.

Earlier this year, O2 surveyed over 1500 broadband users across the UK, revealing that connection speeds and customer support are the two factors which most frustrate broadband users. The research also revealed that customers do not feel they are being provided with a quality product, with a quarter of Britons being unhappy with their broadband service and one in every eight broadband users admitting that they intend to switch provider in the next three to six months.

Mike Fairman, head of O2 Broadband, said “O2 is very happy to sign up to the voluntary code of conduct because we believe it’s every customer’s right to know exactly what broadband speed they will actually get.

“The estimated access line speed is a useful starting point but the real test will be an independent ‘throughput’ test which measures how each ISP performs in practice. O2 is keen to work with Ofcom in establishing an independent throughput speed test which will demonstrate the significant investment O2 has made in its Broadband network capacity”

Speed is of the essence

Nearly a quarter of people in the O2 survey said connection speeds were the most frustrating thing about their broadband service, though only half those questioned had any idea what speed their broadband was.

O2’s Best Plan makes sure that customers only pay for the broadband package that is right for them. Before completing the purchase, a line check estimates the speeds the customer can receive to ensure they are placed on the correct package. This Is checked again after connection to ensure the package selected by the customer is the right one for them, and that they only pay for the package with the speed their line can support.

O2 Home Broadband was launched in October 2007 with a commitment to bringing a high quality service to market. With nine out of ten O2 broadband customers saying they would recommend it to friends or family, O2 has delivered on this commitment. Independent experts, including thinkbroadband.com, moneysupermarket.com and broadband-expert.co.uk all consistently rate O2 amongst the highest in the industry for speed, customer satisfaction and reliability.