As a broadband customer in the UK, you’re protected under regulations set by Ofcom, the UK’s communications regulator. Your key consumer rights include:
There are all kinds of factors that could affect your broadband’s speed that might not be the provider’s responsibility. For example: the router, thickness of walls, amount of devices connected. So, the first thing to do is to take a broadband speed test to find out what your actual speeds are.
If your service doesn’t deliver the speeds you were promised by your provider, get in touch with them. If the problem is on their network and they can’t fix it within 30 days, any provider that has signed up (see below for the list) to the Ofcom Speeds Code of Practice must let you leave your contract without having to pay an early exit fee.
If your provider hasn’t signed up to this, you may have fewer options, although you should still contact them for a resolution as if you are not getting the speeds that are being advertised you are still protected under your general consumer rights.
It is voluntary to sign up to the Ofcom’s code of practice, but most of the big providers have joined. This code covers everything from broadband speeds to how easy it is to leave your contract. These are the points most relevant to your broadband speeds, or contract terms that they have to follow:
Major providers BT, Sky, EE, NOW Broadband, TalkTalk, Virgin Media and Plusnet have signed up to this code.
If your bill is higher than expected or your provider increases the price without warning, you should contact your provider’s customer services department and explain your problem. Do check first that you didn’t agree to any mid-contract price rises when signing up, these can easily be missed, although new legislation has been put into place to make them clearer now.
If customer services can’t or won’t help, Citizen’s Advice have a template you can use as a letter or an email to complain.
First check to see if the problem can be easily resolved:
Check for physical damage Look for any visible signs of damage on the router, like cracks or loose wires.
Restart your devices Try restarting your computer and other connected devices to see if that resolves the issue.
Check your modem Sometimes the problem might be with the modem, so try restarting it as well.
Update firmware Check if there are any available firmware updates for your router and install them.
Move the router location Try placing the router in a more central location and higher up to improve signal strength.
Perform a factory reset If other methods fail, you can try resetting your router to factory settings, but remember that you will need to reconfigure your network settings afterwards.
But if none of these work and you’re experiencing problems with faulty equipment like a router, get in touch with technical support helpline of your broadband provider and ask for a replacement. You could be due for an upgrade, so find out what model you will be getting. If they don’t help, you have the right to complain since this is a breach of your broadband consumer rights.
If your broadband connection drops or isn’t working at all, you might be entitled to automatic compensation. But first:
Under Ofcom rules, if your broadband isn’t repaired within two working days of reporting it, you may be entitled to automatic compensation. This will only be for providers that have signed up to the scheme (listed above in our voluntary code of practice). You will also be due automatic compensation if there is a missed engineer appointment or a delay to the start of your new broadband service.
You can cancel your broadband at any time, but whether you’ll face an early termination fee depends on the terms of your contract. If you are out of contract, it will be free and easy for you to switch to a new broadband provider.
If you are still in contract, these fees can be steep. For example, if you sign up to an 18 month contract and want to cancel in the second month, you might have to pay 16 months’ worth of fees.
There can be exceptions where you can leave early without paying a penalty, for instance:
As always, we’ve looked to Ofcom’s advice on what the best procedure is. So, to get help with your individual problems, follow these steps:
ADR schemes act as an independent middleman. They will examine the case from both sides and reach a decision they think is fair.
If eight weeks have passed since you first formally complained you can contact the ADR scheme directly. There are two ADR schemes: the Communications and Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman. All providers must belong to one of the schemes. Your provider will tell you which scheme it is a member of, or you can use our ADR checker.
Broadband is essential to modern life. Knowing your consumer rights ensures you receive the service you’re paying for. If you experience issues, you have the right to challenge your provider and seek compensation where appropriate. Stay informed and take action if you’re not getting the service you were promised.
