Question to the Department for Digital, Culture, Media & Sport:

To ask Her Majesty's Government what assessment they have made of the performance of high-speed broadband in rural areas; what steps they are taking to ensure that such services provide the advertised performance; whether they will provide compensation for those who have been advised to replace their old service and install a new one where that service does not meet advertised standards; and what steps they intend to take to support customers experiencing ongoing issues.

Ofcom’s 2020 Connected Nations report shows that 99.4% of UK premises have access to decent broadband speeds (10 Mbps and over), and according to thinkbroadband.com (https://labs.thinkbroadband.com/local/uk) , 97% can get superfast speeds (24 Mbps and over). Ofcom’s 2021 report, UK Home Broadband Performance, which can be found here (https://www.ofcom.org.uk/research-and-data/telecoms-research/broadband-research/broadband-speeds/uk-home-broadband-performance-nov-2020) showed that the average superfast speeds in rural areas was 44.2 Mbps, compared to 48.6 Mbps in urban areas in 2020.

In order to protect consumers, Ofcom has put in place voluntary broadband speeds Codes of Practice with industry, which can be viewed here (https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/codes-of-practice). Signatories include BT, EE, Plusnet, TalkTalk and Virgin Media. Those signed up to the Code of Practice are committed to having systems which can identify the cause of speed problems, and processes to ensure they are resolved. Furthermore, signatories must provide guaranteed minimum speeds to their customers, and if speeds drop below the promised levels, are required to improve performance within one month. If there is no improvement, consumers have the right to exit their contract without penalty. To ensure effectiveness of the code, Ofcom monitors compliance by the signatories, and where it finds issues, will engage with the provider to deliver prompt resolutions.