The current USO was introduced by the UK government to bridge the digital divide and make sure that even rural or remote areas can stay connected.
Learn more about the rural-urban digital divide.
Who is eligible?
To be eligible for the USO, you must:
What’s an affordable connection?
This gets updated each year, the latest from Ofcom has defined an affordable broadband connection as one that costs no more than £54 per month. If your existing service costs more than this, you may still be eligible for a USO upgrade, even if the speed meets the minimum requirements.
How to apply for better broadband
If you believe you qualify, you can apply for a USO upgrade through BT or KCOM (for Hull and East Riding). The process involves checking your current speeds, assessing costs and paying (or potentially contributing if costs exceed the limit) for the installation.
What happens next if you qualify?
If your application is successful, the provider will arrange to install the needed infrastructure to deliver the improved broadband service. This might involve laying new cables or upgrading existing ones. The process can take several weeks to complete, depending on your location and the scope of the work needed. Once connected, you’ll benefit from faster and more reliable internet that meets the USO standard.
What if the costs are too high?
If the cost to connect your home is higher than £3,400, you’ll be given the option to pay the excess amount. You can also choose to arrange a community scheme to split the cost with other nearby households.
Ofcom’s role in the USO
Ofcom, the UK’s communications regulator, oversees the implementation of the USO. It makes sure that broadband providers comply with the rules and that consumers’ rights are upheld throughout the process. Ofcom also monitors the quality of the service provided and intervenes if standards are not being met, helping to maintain fair access to broadband across the UK.
Why does the USO matter?
Having reliable broadband is more important than ever, whether it’s for remote work, online learning or staying in touch with loved ones. The USO helps ensure that even those in rural or isolated locations are not left behind.
If you think your broadband connection doesn’t meet the USO standards, explore your rights and take the first steps towards a faster, more reliable internet connection.
How to get more information
For more details on the Universal Service Obligation and how to apply, you can visit Ofcom or contact BT or KCOM directly. They will provide guidance on your eligibility, the application process and any associated costs.
To speak to someone directly on this subject you can also ring:
BT on 0800 783 0223
Or,
KCOM on 01482 602555
