who wants compensation for slow broadband

[#1]

I certainly agree that compensation should be due if any paid-for service is sub-standard but who should determine if this is the case?

[#2]

Broadband speeds are slower than advertised
This is an industry-wide problem that BroadbandChoices.co.uk is campaigning against. Industry watchdog Ofcom is also monitoring the problem, but it seems every ISP is culpable. In essence, you’re not alone. Because distance from the exchange, contention and traffic management all slow you down, you should be aware that you’ll never get the full advertised speed. However, if you feel that your broadband speed is unacceptably slow there are some steps you can take.
What to do?
Use a credible speed test to check your speeds. You can download a user friendly version through Broadbandchoices.co.uk.
If you have checked your speed and don’t feel that it’s satisfactory, you need to get in touch with your broadband provider. You may want to start by calling customer service. Stay calm on the phone and make meticulous records of the first and last name of the person you talk to, the date and time of the call and the details relayed to you by the customer service representative.
Find out if there is anything that your ISP can do to improve your speed, such as upgrading your modem or getting a technician to check your line.
If things don’t improve, use the records you’ve kept to put your complaint in writing. Photocopy or save a copy of the letter before you post it and put it in a folder with your other notes. Double check the address you are sending the letter to so it arrives at the correct department. Be sure to add a paragraph which says you expect a written response from the company in no less than 30 days.
You can also learn more about your consumer rights by reading this article in Computer Active Magazine.
Legal stance
If the official complaints procedure does not work or you are still unsatisfied with the service from your ISP, you can take the company to the small claims court under the Supply of Goods and Services Act. Damages you may be entitled to receive include: switching fees refunded, compensation for the time your connection was down and compensation for poor customer service.
But be sure to remember that suppliers have a loophole for service speeds - which are advertised as “up to” when describing the service.
This means they are not actually guaranteeing the speed. Eventually, ISPs will have to become more accurate in this area but for now it seems they are legally covered. But that doesn’t mean that you don’t have the right to take them to court if you feel their side of the contract has been breeched.
The cost to go to small claims court is around £30 but you can lose more than just your money taking this route. You can waste lots of valuable time and end up losing the case in the end anyway. In that instance you may also have to pay the company’s legal fees as well.
On the other hand, most suppliers won’t want to contest contractual issues in a small claims court. And most suppliers won’t want to set a precedence for this kind of case so you might be able to settle out of court.
Slow broadband speeds
There are several reasons why you might be experiencing slow broadband speeds and not all are down to poor service. Your supplier is likely to tell you it’s due to your phone line, software on your computer or a laundry list of other reasons but even if they can’t help there are some things you can do to boost your speed.
Upgrade your package
As a last ditch effort you always have the option to upgrade your existing package or switch to another provider which offers faster speeds top speeds. But bear in mind that theoretical speeds become harder to deliver the higher they go.
Compare the latest broadband deals.
In conclusion
If you have exhausted all amicable ways to boost your broadband speed or improve your service, begin the official complaints procedure with your ISP, keeping detailed records. Draft a letter to your ISP and post it, including a paragraph asking that your complaint be responded to in writing within 30 days. If you cannot resolve the problem, consider going to a small claims court but remember that ISPs do not guarantee speeds within a contract.

[#3]

a very sound speech 

[#4]

@oakstar, you currently have a 5500 profile, which is the highest you've ever had.
Are you still suffering slow speeds?

[#5]

Hi mand,  thank you for your interest 
thomson router Link Information @ 9.22pm
Uptime: 3 days, 3:04:18
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 6,816
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 19.5
Line Attenuation (Up/Down) [dB]: 22.0 / 36.0
SN Margin (Up/Down) [dB]: 23.0 / 5.5
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 9 / 0
FEC Errors (Up/Down): 16 / 9,385,420
CRC Errors (Up/Down): 16 / 172
HEC Errors (Up/Down): 8 / 161
just hanging on in there 
yep my profile should now be 6000, when are you likely to update it ?
the reason for my vastly increased sync rates is upgraded equipment just over a month or so ago.
result from tonight -   so the answer is yes i am.

just to show it can be achieved -

BT speedtester shows an internal error at the moment, so can't test on that. 

[#6]

Oh fec! seems an appropriate comment!

[#7]

got it to run this morning -

Test1 comprises of Best Effort Test:  -provides background information.
Download  Speed
4816 Kbps

0 Kbps 7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 4816 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :6816 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps

[#8]

Hi oakstar,
I've upped your profile to match, please let us know if this doesn't make any difference. I can't see any drops to speak of that might be slowing down but it looks like you only turn the connection on during the evening (when you're using it), not that this should make any difference to the speed. Do the slowdowns only happen at certain times of the day, and is it just websites or anything particular? Or is it the whole connection?

[#9]

Hi Matt,
thank you for updating the profile  at the moment it's hard to tell if that has changed the download speeds, i'll keep in touch.
there haven't been any drops on this line since the spring, that i'm aware of.
i am afraid your information is incorrect, the connection is on permanently - 24/7. i also use it all day every day and sometimes well into the night  (i'm disabled with motor neurone disease so it provides me a lot of enrtertainment).
the slowdowns happen to the whole connection mainly at  your peak usage times and also sometimes just randomly in the evening (unfortunately).
I am aware that you are still trying to iron out the remaining speed issues and look forward to close to 6000 in the near future.
thanks

[#10]

doesn't look as though it's changed much 

[#11]

Have you rebooted your router oakstar?

[#12]

ha,ha  i forgot about that    thanks.

[#13]

ok, restarted the router and got -
Link Information
Uptime: 0 days, 0:03:07
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 7,520
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 19.5
Line Attenuation (Up/Down) [dB]: 22.0 / 36.0
SN Margin (Up/Down) [dB]: 23.0 / 5.5
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 1,025
CRC Errors (Up/Down): 0 / 1
HEC Errors (Up/Down): 0 / 1

i know it won't be stable at this and will return to 6816 (ish)
speedtest -

FAQ

Test1 comprises of Best Effort Test:  -provides background information.
Download  Speed
5255 Kbps

0 Kbps 7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 5255 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7520 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps
  as i'm on pro i expect to have 6000 not 5 ish  it's not really improved that much has it ?

[#14]

You'll never get the exact throughput for you IP profile because of overheads.
On a profile of 6000 throughput of 5535 is rather good TBH.

[#15]

ok mand, fair enough