rights · Telecoms
Ofcom codes and contract terms shape refunds and exits for speed problems.
If your broadband speed is consistently slower than what you were promised, you may have the right to get the problem fixed or leave your contract without penalty. Ofcom's voluntary speed codes and the Consumer Rights Act give you tools to challenge your provider. This guide explains how to test, document, and escalate broadband speed complaints effectively.
When you signed up, your provider should have given you an estimated speed range and a minimum guaranteed download speed. The estimated range is typical for your line; the minimum guaranteed speed is the floor below which the provider must take action. Check your contract or welcome pack for these figures.
Ofcom voluntary broadband speed codes
Wi-Fi speed tests are unreliable for complaint purposes. Always test using a wired Ethernet cable plugged directly into the router. Run tests at different times of day over several days. Use your provider's recommended speed checker or an independent one. Save screenshots of all results with timestamps.
Under Ofcom's speed codes, if your speed persistently falls below the minimum guaranteed level, your provider must try to fix it within 30 days. If they cannot, you may be entitled to exit the contract without paying early termination charges. Check whether your provider has signed up to the code.
Ofcom voluntary broadband speed codes
Providers that participate in Ofcom's automatic compensation scheme must pay compensation for delayed repairs beyond 2 working days. If your speed problem requires a repair and it takes longer than 2 working days, check whether automatic compensation should have been applied to your account.
Ofcom automatic compensation scheme
Check your contract, welcome email, or online account for the minimum guaranteed download speed and the estimated speed range you were given at sign-up.
Tip: If you cannot find it, ask your provider to confirm in writing what speed was guaranteed.
Connect a device directly to the router using an Ethernet cable. Run speed tests at different times over at least 3 days. Use your provider's recommended checker and an independent one. Screenshot every result.
Tip: Test during peak hours (7-11pm) as well as off-peak to show the pattern.
Contact your provider with your speed test evidence. Ask them to investigate the line and raise a fault. Get a fault reference number. Note that internal wiring issues may be your responsibility — the guarantee typically applies to the connection into your home.
Tip: Ask specifically whether the fault is with their network or your internal wiring.
Under speed codes, the provider has 30 days to resolve persistent speed faults. Keep testing during this period and save results.
Tip: Continue documenting even after reporting — you need evidence of the ongoing failure.
If speeds are still below guarantee after 30 days, request penalty-free exit from your contract citing the speed codes. If they refuse, raise a formal complaint and escalate to ADR after 8 weeks or deadlock.
Tip: Put the exit request in writing referencing Ofcom's speed codes specifically.
Provider signed up to speed codes
Not all providers have signed up to Ofcom's voluntary broadband speed codes. Check the Ofcom website for a list of participating providers.
Speed below minimum guarantee
The guarantee refers to the minimum guaranteed download speed in your contract, not the estimated or advertised speed.
Tested correctly
You must test using a wired Ethernet connection. Wi-Fi speed results are not reliable enough for complaint purposes.
Provider must fix speed fault
30 days · from Date fault reported (under speed codes)
ADR escalation
56 days · from Date of formal complaint
Citing Communications Act 2003 with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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