Ofcom Broadband Speed Code of Practice: Who Qualifies and What You Get
Learn how to exit your internet contract without penalty if your broadband speeds fall below the guaranteed minimum levels.
This code of practice protects you if your internet connection is not performing as promised. It ensures you are not stuck in a contract for a service that does not meet your basic needs.
Who it's for
All broadband customers are covered by this protection.
What you get
If your internet speeds fall below the minimum level promised in your contract, you have the right to end your agreement. This allows you to exit your contract without having to pay any early termination fees or penalties.
What it costs you
Using this scheme is free. To make a claim, you will need to provide evidence of your slow speeds, such as results from a speed test.
The catch to know
Before you can cancel your contract, you must give your internet service provider 30 days to try and fix the speed issue. You cannot leave immediately just because the speed is low; you must allow them this window to resolve the problem first.
How to apply
- Check your contract to find your guaranteed minimum broadband speed.
- Run speed tests to gather evidence that your connection is underperforming.
- Contact your provider to report the issue and request a fix.
- If the issue is not resolved within 30 days, notify them that you wish to exit your contract under the code of practice.