Ofcom code of practice
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0800 230 0202
O2 has signed up to the Ofcom Voluntary Code of Conduct on Broadband
speeds, which comes into effect on the 5th December 2008
Who Are Ofcom?
Ofcom are an independent organization which regulates the UK’s
broadcasting, telecommunications and wireless communications sectors.
The good news is that since we launched O2 Home Broadband we have
already been taking steps to ensure that, you, our customers are
provided with realistic expectations around speed, so a lot of
the Ofcom obligations are things we already do.
What benefits will you see from the code?
If you are experiencing any speed related issues that you can’t
solve using our help section, feel free to give us a call on 0800
230 02 02
Usage limits and fair usage policies
Like every company offering broadband, we have a "Fair and Acceptable
Usage Policy." It’s there so that everyone knows the rules about
using O2 Home Broadband, and can see what steps we would take if
someone breaks them.
Please have a look at the "O2 Home Broadband Fair and Acceptable
Usage Policy" terms & conditions available at http://www.o2.co.uk/termsconditions/broadband.
Traffic management and traffic shaping policies
We do not currently apply any traffic shaping (throttling all/groups
of customers) or traffic management (throttling specific types
of applications) policies. If we adopt either type of policy in
the future, we will post full details on o2.co.uk/broadband before
they are applied.
Jargon Buster - Definitions of Speed
Headline speed – This is the speed that we use to advertise our packages.
Headline speeds are often called ‘up to’ speeds because they describe the range of speeds which you might get from your connection. Everyone’s landline is capable of different speeds, so this helps us put you on the best package. Sync or connection speed – Also referred to as ‘access line’ speed. It’s the maximum bandwidth available. And it shows you the fastest speed that the connection between your O2 wireless box and the local BT exchange can reach. Actual throughput speed – Also referred to as ‘download speed’. Whereas ‘sync’ or ‘connection’ speed is the fastest you could possibly get, this is the actual download speed that you’re getting at that time. It depends on things like:
- You will be given an estimated line speed at the time you make your O2 Home Broadband order rather than a broad “up to” range in which your eventual speed might fall.
- You will be moved to a more appropriate package (at no cost) if you are not getting the speed you expected when you joined.
- You will be told about any fair usage or traffic management/shaping policies and download limits (there are no download limits on O2 Home Broadband)
Headline speed – This is the speed that we use to advertise our packages.
Headline speeds are often called ‘up to’ speeds because they describe the range of speeds which you might get from your connection. Everyone’s landline is capable of different speeds, so this helps us put you on the best package. Sync or connection speed – Also referred to as ‘access line’ speed. It’s the maximum bandwidth available. And it shows you the fastest speed that the connection between your O2 wireless box and the local BT exchange can reach. Actual throughput speed – Also referred to as ‘download speed’. Whereas ‘sync’ or ‘connection’ speed is the fastest you could possibly get, this is the actual download speed that you’re getting at that time. It depends on things like:
- how many people are using our network at the time
- whether you’re using a Wi-Fi connection or not
- how many people are on the website or server you are trying to send information to or receive information from.