The rise of home working and the number of Wi-Fi devices in UK households has increased the demand for speedy and reliable internet. But bills for broadband are set to soar in the spring, with mid-contract prices going up by more than 10% in some cases.
According to Ofcom’s code of practice on broadband speeds, which most companies have signed up to, your provider should give you a minimum guaranteed speed for your service at the point of signing up, which you can find in your contract. However according to new research, many billpayers do not believe they are getting the internet speeds they signed up for.
Comparison and switching service Uswitch.com said a quarter -25% - of customers it surveyed said they regularly fail to receive the internet speeds they should but less than half of those struggling with speeds - 46% - said they have asked for compensation from their provider.
A fifth (21%) said they would be willing to pay more for faster broadband, while 42% said they do not know what speed their package is supposed to be.
What can you do about slow broadband?
A common point of confusion is that the speed estimates offered by your provider are linked to the connection in your area and - for packages with download rates of 30Mbps or more - on the line direct to your home. It is likely to be different from the provider’s headline advertised figure, an average based on the speeds at least half of customers can get at peak times.
Ofcom’s rules, which apply to deals taken out since March 2019, say that if you aren’t getting the minimum guaranteed speeds you were promised for three days in a row you can ask your provider to check for a fault. If they can’t fix it within 30 days, they then must let you leave your contract without paying an early exit fee.
Can you get compensation if your internet is too slow?
Some providers may offer compensation for persistent slow speeds. For example, BT’s Stay Fast guarantee will pay £20 if your speeds aren’t back to normal within a month. The table below shows what broadband compensation different companies are currently offering for below guaranteed speeds:
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* Other Virgin Media broadband customers can pay extra £8 a month for the same Wi-Fi guarantee. |
Ernest Doku, broadband expert at Uswitch.com, said: “With mid-contract broadband prices looming in the spring, it can be infuriating when such an essential service doesn’t do what you expect to be paying for. Latest Ofcom data shows over a third of households can now get full fibre connections, offering speeds of up to 1,000 Mbps, so if you’re struggling with sluggish broadband, the chances are there are far faster packages you can move to.
"When choosing a broadband deal, it’s important to remember that the headline speeds shown are national averages for the provider, rather than a promise of what you will get. A provider should send you a minimum guaranteed speed, and a speed range when you take out a deal, and this will be what you can use to see if your connection is living up to the billing.
"If you are unsure what speeds are available to you, run a comparison of the broadband packages on offer in your area and make sure you read the fine print before you sign on the dotted line. If you have already taken out a broadband deal and don’t think you’re getting the speeds you are paying for, do a speed test and speak to your provider about the service you are receiving.
"If you are regularly falling below the minimum guaranteed speed, you could be entitled to compensation and your provider should look to solve your slow connection."
Find out more about how to save money on your broadband bill here.
