Slow broadband? Your rights under Ofcom’s code of practice
If your broadband is slower than promised, you are not stuck. Under Ofcom’s broadband speeds code of practice, providers that signed up must give you a minimum guaranteed download speed before you sign. If your speed falls below it, they have one month to fix it. If they cannot, you can leave without paying an exit fee, even in the middle of a contract.
What it means for you
- Find your minimum guaranteed speed on your contract or in your provider’s app. It is usually lower than the advertised speed, and it is the number that counts.
- Test on a cable, three times on three days, and screenshot each result with the time. That is the evidence the provider needs.
- If you leave, One Touch Switch means your new provider handles the move and your old service stops when the new one starts.
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Compare deals at my postcodeThe numbers behind the chart
| Step | What happens | Detail |
|---|---|---|
| 1 | Before you sign | Your provider must give you a minimum guaranteed download speed in writing. |
| 2 | If speed drops below it | Run three wired tests on three days, screenshot them with times, and report it. |
| 3 | The provider has one month | They must fix it within a month of you reporting the problem. |
| 4 | Not fixed? You can leave | Walk away without an exit fee, even mid-contract, and switch with One Touch Switch. |
Questions people ask
Which providers signed Ofcom’s speeds code?
The major providers, including BT, EE, Plusnet, Sky, TalkTalk and Virgin Media. Check your own provider’s website for its position.
What counts as proof that my speed is too low?
Wired tests, ideally at the time of day you have the problem, repeated over a few days. Providers may also run their own line tests.
Can I get compensation as well?
Yes, from signed-up providers, without asking. Ofcom’s automatic compensation scheme currently pays £10.34 per calendar day for a loss of service not fixed within two full working days, £32.31 per missed engineer appointment and £6.46 per day for a delayed start. BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen are signed up. The compensation calculator on BroadbandSwitch.uk works it out for you.
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Cite as: UKSpeedTest.co.uk (2026). Slow broadband? Your rights under Ofcom’s code of practice. BroadbandSwitch.uk. https://ukspeedtest.co.uk/infographics/slow-broadband-your-rights-ofcom-code-of-practice-timeline/
Related
Sources
- Ofcom. (n.d.). Broadband speeds: codes of practice. www.ofcom.org.uk
- ITPro. (2019, March 1). Ofcom brings tougher broadband speed regulations into effect. www.itpro.com
- Ofcom. (n.d.). Automatic compensation: what you need to know. www.ofcom.org.uk