Slow or Unreliable Broadband: What to Check, What Your Provider Must Do and When You Can Leave

If your broadband is slow, first rule out the home: the router's position, Wi-Fi interference and old devices cause most complaints. Then test the speed with a device plugged into the router by cable. If the connection itself is below the minimum speed your provider guaranteed when you signed, many providers must try to fix it, and if they cannot within a set time you may be able to leave without an exit fee.

Check the home first

1. Restart the router and wait a few minutes.
2. Move the router into the open, off the floor and away from other electronics.
3. Test with a device connected to the router by cable. If the wired speed is fine, the problem is the Wi-Fi, not the line.
4. For Wi-Fi, try the 5 GHz network near the router, or a mesh system for a larger home.
5. Test at different times of day. Speeds often dip in the evening.

Test the connection properly

Run several speed tests on a wired device, at different times, and keep a note with dates. Your provider's own speed test and its fault checker are the ones it will accept as evidence.

The minimum speed you were promised

Many UK providers follow Ofcom's voluntary codes on broadband speeds. When you signed, they had to give you an estimate of your speed and a minimum guaranteed speed. If your speed falls below that minimum, the provider must try to fix it. If it cannot within 30 days, you can usually leave without an exit fee. Your contract or welcome email states the minimum.

Faults and missed appointments

Many large providers are part of Ofcom's automatic compensation scheme. If your broadband or landline stops working and is not fixed within two full working days, if an engineer misses an appointment, or if a new service starts late, they pay compensation without you having to claim. The provider's site states whether it takes part.

If it is not resolved

Complain to the provider in writing. If it is still not resolved after eight weeks, or the provider says it cannot do more, you can take the complaint to the provider's independent ombudsman scheme, free of charge.

How Wisemium helps

Add your broadband to Wisemium with its price, speed and contract end date. When it is time to leave, whether at the end of the term or early under the speed guarantee, Wisemium shows the broadband it lists for your address with speed, term and any stated future price.