The truth about broadband

Posted on 20 Oct 2008 at 10:39

• 
• 
• 
• 
• 
• 
• 
• 
• 
• 
• 
• 
• 
• 
• 
• 

 1 of 16

Gallery

Watch out especially for excess charges per gigabyte that are automatically applied if you go over the monthly limit. These aren't usually extortionate, but there should be an easy way to monitor your own usage and ensure you don't end up with an unexpected bill at the end of the month.

Other ISPs call their services 'unlimited', but that doesn't mean what it says, and unfortunately the Advertising Standards Authority has ruled that it doesn't have to, as long as accurate small print is supplied. All 'unlimited' tariffs have a fair use policy, or FUP, which says users will have their connection speed throttled or some other sanction if they exceed certain limits. As far as we can see, this is much the same as imposing a download limit, but less honest. However, in most cases the FUP does seem to leave more leeway.

Virgin will throttle users who download more than a few hundred megabytes within a few hours, reducing the available bandwidth by as much as 75% for a five hour period. (All the details are at allyours.virginmedia.com/html/internet/traffic.html.) This is a more direct way to tackle spikes of activity, but means a generally light user could hit the limit simply by downloading one movie. At least normal service is resumed after the period.

Make me an offer

Many ISPs offer telephone services as well as broadband, and if you choose to switch your phone line at the same time, paying line rental to the ISP rather than BT, you can often save money. Typically, line rental will be similar to BT at around £10 a month, while call charges will work out similar or lower, and you'll qualify for a discount on your broadband fee. Check the terms carefully, though, and make sure your pattern of landline use won't be penalised by the tariff - for example, if you mostly call mobiles. Virgin and Sky offer TV, phone and broadband bundles.

If you do choose to switch from your current broadband provider, first check that you're outside the initial contract period (usually 12 months). An ISP can't force you to keep using their service, but they can charge you for your full contract period if you cancel. It should then be a simple process to swap your line between ISPs. Your existing provider must give you a Migrations Authorisations Code (known as a MAC, but not to be confused with the Media Access Control number that identifies your PC's Ethernet adaptor) on request, and once you supply this to the new provider it should only take about a week to switch. Do plan for the possibility of a brief service interruption.

If your ISP is one that operates an 'unbundled' service, using its own exchange equipment, things get trickier, because the new ISP probably won't accept an LLU (local loop unbundling) MAC and you'll have to go through a different authorisation process. This will take a few days longer and could incur a small fee from your ISP. They're not allowed to charge for a normal MAC transfer.

If you're getting broadband in a house you've just moved into, the line may have a 'tag' from a previous user. Your chosen ISP should be able to contact BT to get this removed. Any problems with migration can be reported to Ofcom, the regulator, on 0300 123 3333 or at www.ofcom.org.uk.

Even if you don't want to switch ISPs, it's well worth checking out the other deals available. Find one that's cheaper than your tariff, then call your existing ISP and say you're thinking of switching to it; they may offer to match it, or at least reduce your payments. Many users have reported Virgin, for example, offering significant discounts to existing users on their relatively pricey tariffs.