Broadband speeds will be slower than advertised - that's why they are advertised as "up to xMb/s". Not receiving the advertised speed is the UK broadband consumers' number one gripe. ISPs are required to advertise the broadband speed as "up to" - e.g. "Up to 8 Mb/s" as it is almost guaranteed that customers will not receive the full speed.

Why are broadband speeds lower than the advertised broadband speed?

The reason for the reduction in speed faced by consumers depends on a number of factors - but the principle problems are:

• The distance that you live from the telephone exchange which affects all broadband services delivered by DSL (the copper wire phone network). This is all broadband providers in the UK with the exception of the cable broadband providers such as Virgin Media.
• So called "contention" which refers to the amount of people using the broadband service at the same time as you - this affects all broadband service providers.
• In-home problems associated with the phone line wiring within your house.

What can you do if you feel you are not getting an acceptable broadband speed?

The first thing to do is check the broadband speed that you are actually receiving. This will vary by time of day (depending on how many other users are on at the same time as you).

If once you have checked your speed it seems well below the advertised speed, you can get in touch with your provider. The first point of call unfortunately is their customer service departments who should be able to check whether there are any obvious problems with your line, or whether you would benefit from an upgraded modem.

If things don't improve you can consider

Downgrading from the package that you are on

If it is a premium package that is not delivering the speed advertised - you are likely to get a similar speed from the package below and save yourself some money

Write a letter of complaint to your ISP

But in our experience this can take a lot of time and angst for limited chances of success.

Switching broadband provider

As every broadband service providers' infrastructure is slightly different and may offer better (or worse) broadband speeds at your home.