Guides › Broadband, Phone and Mobile Contracts › Broadband Slower Than Promised
Broadband Slower Than Promised
If your broadband is slower than you were promised, check whether your provider has signed up to Ofcom’s voluntary broadband speeds codes of practice. Under the codes you are given a minimum guaranteed speed before you sign up, and you have the right to leave your broadband contract, and bundled services, without penalty if your speed falls below that minimum. Complain in writing first; if it is not resolved after 6 weeks, you can use a free ADR scheme.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Broadband Speeds
Minimum Guaranteed Speed
Ofcom says its broadband speeds codes of practice mean shoppers are given a minimum guaranteed speed before signing up to a new deal, and estimates of the speeds they are likely to receive at the point of sale. source
Leaving Without Penalty
Ofcom says the codes give customers the right to exit their broadband contract and bundled services, without penalty, if speeds fall below the guaranteed minimum. source
Which Providers
The codes are voluntary. They apply to providers that are signed up to them, so check with your provider. source
Help and Complaints
Free Dispute Resolution
If your complaint is not resolved, you can use a free alternative dispute resolution (ADR) scheme once six weeks have passed since your initial complaint, or earlier if you receive a deadlock letter. The two schemes are the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All providers must belong to one. source
Ofcom
Ofcom does not investigate individual complaints, but you can report problems through its monitoring form, which may inform investigations into companies. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 5
Find your minimum guaranteed speed: it should be in the information you were given when you signed up.
Step 2 of 5
Run speed tests at different times of day and keep screenshots with the date and time.
Step 3 of 5
Tell your provider in writing that your speed is below the minimum guaranteed speed. Ask it to fix the problem, or to let you leave without penalty. Our free letter templates can write it for you.
Step 4 of 5
Keep a record of every fault report, call and engineer visit.
Step 5 of 5
If it is not resolved after 6 weeks, or you get a deadlock letter, use your provider’s free ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Ofcom's Monitoring Form
To report a problem. Ofcom does not investigate individual complaints, but reports can inform its action against companies.
Good to Know
Small things that make your complaint stronger.
Keep speed test screenshots and note the dates of every fault report and call.
Ask whether you qualify for compensation for a delayed repair, missed appointment or loss of service.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/coverage-and-speeds/broadband-speeds-codes-practice Checked 12 October 2026
- ofcom.org.uk/phones-and-broadband/service-quality/updating-and-clarifying-customers-right-to-exit-contracts-for-broadband-services Checked 12 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026