broadband phone
Broadband Speed Not As Advertised
Your broadband speed is consistently below the minimum guaranteed speed in your contract.
Suggested Complaint Framing
Title: Broadband speed complaint — below guaranteed minimum
Description: My broadband speed is consistently below the minimum speed guaranteed in my contract. I have run multiple speed tests at different times showing speeds of [X] Mbps against a guaranteed minimum of [Y] Mbps.
Desired outcome: Fix the speed issue, or allow me to exit my contract without penalty, plus compensation for the period of poor service.
Priority: medium
Relevant UK legislation
- Ofcom Voluntary Code of Practice on Broadband Speeds
- Consumer Rights Act 2015 (service not as described)
Tips
- Run speed tests at different times of day
- Check your contract for the minimum guaranteed speed
- Test with a wired connection for accuracy
- If speed stays below minimum, you can usually exit penalty-free
Common with these organisations
BT, Sky, Virgin Media, TalkTalk, Plusnet
Step-by-step
- Create your case with this template pre-filled.
- Log every interaction and promise from the organisation.
- Send a formal complaint letter and track deadlines.
- Escalate to the relevant ombudsman if unresolved.