How providers should advertise broadband speeds
Home broadband speeds advertised by internet service providers must:
In the past, some providers misled people by using maximum speeds that people can't access in real life.
The ACCC has developed guidance for providers about how to advertise broadband speeds. This guidance is to give a more realistic sense of what speeds to expect.
While providers don't have to follow our guidance, they must follow the law and not make false or misleading claims.
Busy period speeds
According to our guidance, providers should advertise the typical speed of each NBN broadband plan during the busy evening period of 7 pm to 11 pm.
The ACCC’s guidance has 4 labels that providers can use for broadband plans. Each label represents a different level of internet use and comes with a download speed that people should expect during busy periods.
The labels that providers can use for broadband plans. Each label represents a different level of internet use.
|Speed between 7 pm and 11 pm
|Basic Evening Speed
|Less than 15 Mbps
|Web browsing, email
|Standard Evening Speed
|At least 15 Mbps
|HD video streaming plus web browsing
|Standard Plus Evening Speed
|At least 30 Mbps
|4K video streaming plus music streaming
|Premium Evening Speed
|At least 60 Mbps
|4K video streaming plus online gaming
Technical issues that affect speed
According to our guidance, providers should warn people about any technical issues that limit the maximum speed of a plan. This should happen either when people sign up or as soon as the provider knows about the issues.
Some broadband services have technical limitations that mean customers won't be able to experience the maximum possible speed. These limitations are common in copper wiring or fixed wireless connections.
Providers should tell people about any limitations to their maximum speed at the time they sign up for a broadband plan.
If the provider only finds out about the limitations after someone has signed up, they should tell them immediately and offer an appropriate solution.
Extra rules that NBN providers must follow
As well as our voluntary guidance, there is an industry standard that providers offering NBN plans must follow.
The standard sets the information that providers must give people. Providers are responsible for resolving issues with NBN services on behalf of their customers.
This standard is made and enforced by the Australian Communications and Media Authority (ACMA).
ACMA provides information for:
Broadband monitoring program
About the program
The ACCC’s Measuring Broadband Australia program tests broadband speed and performance of volunteer households across Australia at different times of the day.
The program provides accurate, independent and comparable information about broadband speeds and performance.
See Broadband performance data and the regular reports we produce to compare the broadband speed and performance of providers.
Volunteer to help track broadband speeds
To provide this information, we rely on volunteers around the country who host a testing device on their broadband connection.
Volunteers have access to information about their internet performance through a dashboard and receive regular report cards.
Sign up to participate at Measuring Broadband Australia