News 

A large part of the guide is taken up with answering basic questions such as 'What is broadband?' and 'What do I need to get access at home?'. For anyone who is new to the Internet or has limited knowledge of how broadband works, the answers are clear and straightforward.

There is little in it for the more seasoned Web user, except for some useful information on switching ISPs and making complaints.

How to change ISP is likely to become a more prevalent issue over the next few years, as long-term contracts are abandoned and faster 1MB and 2MB connections are up for grabs.

'Before moving to a new ISP,' Oftel advises, 'consider whether the new ISP can support your current e-mail address and take over provision of any web space you have.' Once this is resolved the process is simple: 'If you are switching from one ADSL ISP to another

Oftel suggests that anyone who wishes to make a complaint about their broadband service should first contact their ISP. The watchdog recommends that you make a record of your communications with the ISP, noting who you spoke to and what was said. If you are not satisfied check if the ISP has a higher-level complaints review procedure. If you're still not happy, you can contact Oftel, but it warns that in most cases there's not a lot it can do. 'If you're still not happy,' it says, 'try voting with your feet and switching to a new ISP.'

If we all did this, for every unhappy broadband customer, BT Wholesale gets £35 - either out of your pocket or your new ISPs.

Broadband - a consumer guide can be read at www.oftel.gov.uk/publications.