Guides › Broadband, Phone and Mobile Contracts › No Decent Broadband? Your Right to Request It
No Decent Broadband? Your Right to Request It
If your home cannot get broadband with at least 10 Mbit/s download and 1 Mbit/s upload, and is not due to be connected by a public scheme within 12 months, you have a legal right to request a better connection. BT handles requests, or KCOM in the Hull area. Ofcom says connection costs up to £3,400 are covered, and you can choose to pay anything above that.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Broadband USO
Ofcom
Eligible homes and businesses that cannot get a download speed of 10 Mbit/s and upload of 1 Mbit/s have the legal right to request an upgraded connection, if they are not due to be connected by a publicly funded scheme in the next 12 months. BT is responsible, except in the Hull area where KCOM is. If the cost is £3,400 or less, BT or KCOM pays; if more, you can choose to pay the extra. Ofcom suggests checking on the BT or KCOM website first. (Figures from Ofcom's 2020 guidance.) source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 12 monthsNo public scheme dueFor you to be eligible
Steps to Take
Step 1 of 5
Run a speed test at different times of day.
Step 2 of 5
Check eligibility on the BT or KCOM website.
Step 3 of 5
Make a request and keep the reference.
Step 4 of 5
Ask for a written quote if costs are over the limit.
Step 5 of 5
Complain to BT or KCOM if your request stalls.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
BT or KCOM
Make your request here.
CISAS or the Communications Ombudsman
Free, after 8 weeks or a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Mobile or satellite options may count if they are available to you.
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: 13 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/access-to-decent-broadband/broadband-uso-advice Checked 13 October 2026