Broadband Speeds & Service Information Code

1. Information before purchase

• Identify the underlying access technology for fixed broadband where required (for example FTTP/full fibre or another technology).
• Provide the speed information required for the specific service and customer type before the customer is bound.
• Explain minimum guaranteed speed or committed bandwidth only where it actually applies.
• Distinguish access-line/WAN performance from Wi-Fi performance inside the premises.
• Explain material installation, engineer, wayleave, construction or equipment dependencies.

2. Speed estimates and guarantees

Any estimate will be described as an estimate. A guaranteed or committed speed will only be used where the Order, SLA or Contract Information creates that commitment. Dedicated Ethernet/DIA services with committed bandwidth are treated differently from contended broadband products.

3. Faults and remedies

Talk4 will investigate reported performance faults using reasonable diagnostics and applicable wholesale escalation routes. Where the customer has an express minimum-speed remedy, SLA service credit, statutory right or regulatory right to exit, Talk4 will apply it according to its terms.

4. Wi-Fi

Wi-Fi performance depends on premises layout, interference, device capability and router placement. Talk4 will not present a line-speed commitment as a whole-home Wi-Fi guarantee unless a separate managed Wi-Fi guarantee applies.

5. Service levels for SMEs

Where Ofcom requires service-level and service-guarantee information for SME customers, Talk4 will publish it and provide it in a durable medium when required. Business Orders and SLAs should state repair targets, service credits and exclusions clearly.

Regulatory references

This code has been drafted by reference to current UK regulatory materials. These references do not replace the legislation or Ofcom conditions.

• Ofcom General Conditions C1 and C2 - broadband technology, service information and SME service-level transparency.

• Ofcom Broadband Speeds Codes of Practice (voluntary) - used as a benchmark only unless Talk4 becomes a signatory.