2degrees has been shamed by the Commerce Commission.

2degrees has admitted cutting off a customer from broadband for about five hours last year in a bid to improve its showing in broadband tests being conducted by the Commerce Commission.

Telecommunications Commissioner Stephen Gale wrote an open letter to 2degrees chief executive Mark Aue, saying 2degrees had put at risk the integrity of tests the watchdog commissioned from a contractor, SamKnows Limited.

The tests were designed to provide independent information on broadband performance, he said.

Gale said an investigation showed 2degrees used a computer script to identify volunteers who were having their broadband performance measured by the contractor under a programmed called Measuring Broadband NZ.

It then took steps to improve the connections of 14 of the volunteers.

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KEVIN STENT/STUFF Telecommunications Commissioner Stephen Gale said 2degrees had written to the commission to say it had put in place processes to ensure there was no repeat.

Two were moved to faster plans at no cost and one was temporarily disconnected to prompt them to "contact 2degrees and discuss their broadband connection", Gale wrote in a letter that has been published on the commission's website.

The commission had removed the 14 volunteers from its test results and 2degrees had made a written commitment to "put appropriate processes in place to ensure this conduct won't happen again", he said.

2degrees spokesman Mat Bolland said the company was "very disappointed to learn of the actions of a small number of our people that weren't in keeping with our values and how we operate".

"While it's not uncommon for us to check the performance of broadband connections to make sure customers get the best possible experience, what took place was inappropriate.

"As soon as we became aware, we put an end to it. We have cooperated with the Commerce Commission and signed the Measuring Broadband New Zealand code of conduct," he said.

Bolland said he believed the customer who had his broadband disconnected was told what had happened when he contacted the company.

The intent had been to draw his attention to a fault, he said.

"When we spoke to them we apologised for what we had done and repaired their connection.

"It should not have happened and we accept that," he said.

The customer's phone line was not disconnected, he said.