British broadband in the slow lane

New research from uSwitch.com, conducted among more than 12,000 broadband customers, reveals that only half (52%) of broadband users are happy with the speed they are getting from their service. The findings suggest that 6.75 million users (45%) would like their broadband service to be faster. The news follows a report from the BBC highlighting broadband ‘notspots' - areas of the country where consumers are getting broadband speeds of less than 2Mb - and adds to calls to Ofcom and the Government to drag Britain out of the broadband slow lane.

15 million households are now connected to broadband and the research shows that consumers are today spending £2.6 billion a year on broadband services. Yet, despite this, 15% of the UK is technically unable to access speeds of more than 2Mb, the minimum required to comfortably watch TV on the internet through services such as BBC iPlayer.

However, consumers could be forgiven for not realising that they face a potential issue with broadband speed. The standard speed advertised by broadband companies is 8Mb, yet the average speed households are actually receiving is almost half this at 4.2Mb. While 39% of users have signed up to 8Mb packages, only 3% can confirm they are actually receiving this speed.

These findings echo those of Ofcom's Broadband Speeds 2008 report, which revealed that one in five customers on 8Mb packages is actually receiving speeds of less than 2Mb. Furthermore, some broadband companies are now enforcing a restriction on download speeds during peak times. This so-called ‘traffic management' policy means that many consumers could be receiving an even slower speed than normal when a large number of households are online.

Worryingly, many consumers may not even be aware that their internet service is failing to deliver. The uSwitch.com research shows that 34% of broadband users do not know the speed being advertised by their provider and 44% have never checked the speed they are actually receiving. And yet, after reliability of connection (61%), speed is one of the most important factors for 8.7 million consumers (58%) when it comes to choosing a broadband service - ahead of value for money (54%), customer service (11%) and technical support (12%).

Almost half of broadband customers (46%) are now spending time watching TV or video clips over the internet. The minimum speed required to use these services effectively is 2Mb, However, the reality is that 3.75 million broadband customers (25%) are receiving speeds of 2Mb or less. But as services improve and people start to receive faster speeds, more users will begin to watch TV online. Consumers will need to make sure that they do not exceed their usage allowance. This could lead to their connection being cut off or speed reduced if they do not upgrade their broadband package.

Ofcom's Code of Practice has encouraged providers to offer greater clarity on what speed customers will actually receive and the majority of companies now offer a speed test when customers sign up. However, the fundamental barrier to Britain's ‘need for speed' is the infrastructure of the country's broadband network. Due to the nature of the ‘copper wire' supplying non-cable (DSL) broadband to homes, the further customers live from a telephone exchange, the weaker the signal and the slower the speed.

Cable broadband, supplied via a fibre optic network, is not affected by this issue, although the more users on the service in a localised area, such as a block of flats, the slower the speed received.

The good news for consumers is that the major broadband providers have pledged to move into the fast lane. Virgin Media is upgrading its network to offer a super-fast 50Mb broadband service, covering half of the population, and switching its existing 2Mb customers on to its 10Mb package.

BT has just announced the launch of its next generation network of ADSL2+ (up to 20 Mb), which will provide faster speeds than currently available. However it is still likely that rural areas will be slower than other parts of the country. Rollout will begin with 40% of its network this summer and will reach 55% of its customers by 2010, at no extra cost, although customers will need to live in the right area and be prepared to sign up to another 12 or 18 month contract. BT has also begun trialling its new technology fibre to cabinet broadband, offering speeds of up to 40Mb. It has pledged to offer this service to 40% of its network by 2012.

Jason Glynn, communications expert at uSwitch.com, comments: "It is six months since the voluntary Ofcom Code of Practice came into force, but consumers are still stuck in the broadband slow lane through no fault of their own. Technology has raced ahead and people are able to access services online that could previously only be dreamt of - the only thing holding broadband Britain back is speed.

"The need for speed is only going to increase as more companies develop media rich websites and the popularity for online TV continues to skyrocket, ultimately affecting everyone's service. The Government and providers need to step up a gear and set out a bold new blueprint for Britain's future. Virgin Media and BT have already made strides in this direction - the question is whether other providers will be following suit and whether all customers will be able to benefit equally, regardless of where they live.

"What is clear is that consumers cannot assume anything about their broadband service. They cannot be certain that they are getting the speed advertised by their provider - it is down to them to check.

"When signing up to a new service, consumers should ask the provider to run a line test to check what speed they are capable of receiving. Existing broadband connections can be checked at home - we recommend using a line checker such as BT Wholesale's ADSL checker or bbc.co.uk/iplayer/diagnostics at different times of the day, as speed can also depend on the number of people sharing the network at any one time. Some, but not all providers, have also enforced restrictions to download speeds during peak times, so it is wise to shop around. If customers are not satisfied they should contact their broadband company to discuss their concerns and to ensure they are not paying for a service they cannot receive."

uSwitch.com's tips for getting the fastest speed:

Use as short a lead as possible when connecting your modem to the main telephone socket

If possible use a LAN cable instead of wireless as this will give less interference and higher speeds

If you prefer a wireless connection, use a router either supplied or recommended by your broadband provider

Keep your broadband and phone cables away from power cables as this can cause interference

Check online forums on performance for broadband routers - different modem manufacturers can offer different speeds.