Switching broadband should be straightforward, but knowing your rights ensures providers treat you fairly throughout the process. Whether you’re dealing with slow speeds, unexpected price rises, or installation delays, UK regulations give you significant protections.
This guide explains your legal rights when switching broadband, how to enforce them, and what to do when providers don’t hold up their end of the bargain. From automatic compensation to penalty-free exits, understanding these protections helps you switch with confidence and challenge unfair treatment.
Your Core Consumer Rights When Switching Broadband
When you sign up for broadband, you enter into a contract that comes with legal protections. These rights apply whether you’re switching providers, cancelling service, or dealing with problems during your contract.
The 14-day cooling-off period
You can cancel any new broadband contract within 14 days of signing up without penalty. This cooling-off period starts from when your service goes live, giving you time to test speeds, reliability, and customer service. If you’re unhappy during this window, contact your provider to cancel. You won’t pay exit fees, though you will need to return equipment and settle charges for service you’ve already used.
Right to accurate information before signing up
Providers must give you clear, accurate information about speeds, prices, and contract terms before you commit. This includes your minimum guaranteed speed, any mid-contract price rises stated in pounds and pence, and the total contract length. Misleading claims about service quality or unclear contract terms can give you grounds to cancel without penalty.
Fair contract terms
Your contract must be fair and comply with consumer law. Terms that create significant imbalance between you and the provider, or that hide important costs and obligations, may be deemed unfair under the Consumer Rights Act 2015. If you believe contract terms are unfair, you can challenge them through the complaints process or seek advice from Citizens Advice.
Protection from mid-contract price rises
For contracts signed after 17 January 2025, providers cannot use vague inflation-linked price rises. Any future price increases must be stated in pounds and pence when you sign up. If your provider raises prices in a way not specified in your original contract terms, you have 30 days from receiving the price change notice to cancel without paying early termination fees.
For older contracts, many providers historically used RPI or CPI inflation measures plus a fixed percentage. If you’re on one of these contracts and receive a price rise notice, check your terms carefully. Unexpected increases beyond what was outlined may give you grounds to leave penalty-free.
Speed Guarantees and Service Quality Rights
One of the most common complaints about broadband is speeds falling short of what was promised. Ofcom’s voluntary code of practice gives you specific rights if your connection consistently underperforms.
Minimum guaranteed speed
Providers signed up to Ofcom’s broadband speeds code must give you a minimum guaranteed speed when you sign up. This is the slowest speed you should receive during peak times. Major providers including BT, Sky, EE, TalkTalk, Plusnet, Virgin Media, Vodafone, and Zen Internet have all signed up to the code.
Your minimum guaranteed speed is stated in your contract documents or welcome email. If you can’t find it, contact your provider and ask them to confirm the figure.
What to do if speeds fall below the minimum
If your broadband consistently falls below the minimum guaranteed speed, you have the right to report the problem and request a fix. Test your speeds using a wired connection rather than Wi-Fi to get an accurate reading. Wi-Fi speeds can be affected by router placement, walls, and interference from other devices, so they’re not a reliable measure of your actual line speed.
Once you’ve confirmed the issue, contact your provider. They must investigate and attempt to fix the problem. This might involve checking your line, replacing equipment, or making adjustments to your service.
The 30-day fix rule
Under Ofcom’s code, if your provider cannot fix speed problems within 30 days of you reporting the issue, you can leave your contract without paying early termination fees. This applies even if you’re mid-contract and would normally face substantial exit charges.
Keep records of when you first reported the problem, what steps the provider took to fix it, and any correspondence about the issue. If 30 days pass without resolution, you can cancel penalty-free. Your provider should confirm this in writing.
For more information on calculating what you’d normally pay to leave early, use our exit fee calculator.
Service quality requirements
Beyond speed, your broadband must be of satisfactory quality and fit for purpose. This means the connection should work consistently, without frequent dropouts or long outages. If you’re experiencing regular service interruptions that make the broadband unusable for its intended purpose, this constitutes poor service quality.
Providers must fix problems within a reasonable timeframe. If they fail to do so and the issues persist for an extended period, you may have grounds to cancel without penalty or claim compensation for the inconvenience.
Automatic Compensation Scheme
Since 2019, major broadband and phone providers must pay automatic compensation when things go wrong. This scheme covers delays to new services, missed engineer appointments, and delayed repairs. Payments are credited to your bill without you needing to claim them, though you should check your statements to ensure compensation appears within 30 days of the issue being resolved.
Compensation for delayed service
If your new broadband doesn’t start on the agreed date, you’re entitled to £6.24 for each full day of delay until the service is working. This applies whether you’re a new customer or switching from another provider. The compensation continues to accrue until your service is fully operational.
Under One Touch Switch rules, you shouldn’t be left without service for more than one working day when switching. If the delay extends beyond this, compensation kicks in automatically.
Missed engineer appointments
When an engineer fails to show up for a scheduled appointment, you receive £31.19 as compensation. This applies to installation visits, repair appointments, or any other engineer call-out that was arranged in advance. The provider must pay this automatically without you needing to chase it.
Delayed repairs
If your broadband stops working and the provider doesn’t fix it within the timeframe stated in your service level agreement, you’re entitled to £9.98 per day for each day the repair is delayed beyond the agreed time. For most residential services, providers aim to fix faults within one to two working days.
Providers signed up to the automatic compensation scheme include BT, EE, Plusnet, Sky, TalkTalk, Virgin Media, Vodafone, and Zen Internet. If your provider isn’t part of the scheme, you can still request compensation, but you’ll need to claim it manually rather than receiving it automatically.
When You Can Leave Penalty-Free
Most broadband contracts last 12 to 24 months, and leaving early typically means paying for all remaining months. However, several circumstances allow you to exit without penalty, even if you’re still within your minimum term.
You can leave without paying exit fees in these situations
Your rights to penalty-free cancellation include the 14-day cooling-off period, slow speeds not fixed within 30 days (as detailed in the Speed Guarantees section above), price rises not specified in your contract, significant changes to your contract terms, and potentially when moving home where service isn’t available.
For persistent service faults that your provider fails to resolve, you may also be able to argue breach of contract. Keep detailed records of all issues, repair attempts, and communication with your provider.
Each of these protections is explained in full detail in the relevant sections earlier in this guide. If you’re unsure whether you qualify for penalty-free exit, check your specific situation against those sections or contact Citizens Advice for guidance.
To calculate what you’d typically pay to leave early, use our exit fee calculator.
The Complaints Process and Alternative Dispute Resolution
When providers don’t meet their obligations or you disagree about charges, following the formal complaints process protects your rights and gives you routes to escalate if needed.
Step 1: Contact your provider
Start by contacting your provider’s customer service team. Explain the issue clearly and keep a record of the date, time, and name of the person you spoke to. If calling, make notes about what was said. For online chats or webforms, take screenshots.
Request a complaint reference number and ask for confirmation in writing of what steps the provider will take to resolve the issue. Most problems are sorted at this stage, but if not, you’ll need this documentation for escalation.
Step 2: Escalate within the provider
If customer services don’t resolve the complaint, ask to escalate to a manager or the complaints team. Restate your issue and reference your previous contact. Many providers have dedicated complaints departments with more authority to offer solutions or compensation.
Step 3: Request a deadlock letter or wait eight weeks
Providers must resolve complaints within eight weeks. If your issue remains unresolved after this time, or if the provider sends you a deadlock letter stating they cannot resolve the matter to your satisfaction, you can take the complaint to Alternative Dispute Resolution.
A deadlock letter is written confirmation that the provider considers the complaint closed from their side, with no further action planned. This allows you to escalate immediately rather than waiting the full eight weeks.
Step 4: Alternative Dispute Resolution
Ofcom recognises two ADR schemes for broadband and phone complaints: the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All UK providers must belong to one of these schemes.
Check which scheme your provider uses on Ofcom’s website or by asking your provider directly. Submit your complaint to the relevant scheme with all supporting evidence: copies of bills, correspondence, records of conversations, and details of what resolution you’re seeking.
The ADR scheme investigates your complaint impartially and makes a decision that’s binding on the provider. If they rule in your favour, the provider must comply with the decision, which might include refunding charges, paying compensation, or allowing you to exit your contract without penalty.
ADR services are free for consumers. The process typically takes a few weeks to a few months, depending on complexity.
One Touch Switch and Your Rights
Since September 2024, One Touch Switch has simplified broadband switching by making your new provider responsible for the entire process. You only contact the new provider, and they handle everything including notifying your old provider and arranging the transfer. The new provider must obtain switching information (including any exit fees) within 60 seconds, and you’re protected by automatic compensation of £6.24 per day if you’re left without service for more than one working day.
For complete details on how One Touch Switch works, which providers it covers, timelines, and what to do if problems occur, see our dedicated guide: One Touch Switch Explained.
Bundled Services: TV, Phone, and Mobile
If your broadband is part of a bundle that includes TV, landline phone, or mobile service, your rights become slightly more complex. One Touch Switch covers broadband and landline, but TV and mobile services may need separate handling.
Switching broadband within a bundle
When you switch broadband and your package includes other services, check whether the provider automatically cancels everything or requires separate notice for TV or mobile. Virgin Media, for example, notes that their switching process covers broadband and home phone, but TV might need separate cancellation.
If you’re leaving due to slow speeds below the guaranteed minimum, Citizens Advice confirms you can switch your entire bundle without paying exit fees. This protection extends to TV and mobile services included in the same package, provided your reason for leaving is the broadband speed issue.
Early termination fees for bundled services
Exit fees for bundles can be complicated because different services may have different contract end dates or separate charges. Some providers calculate exit fees based on your total monthly bundle cost multiplied by remaining months. Others charge separately for each service.
Before switching, confirm exactly what you’ll pay.
Keeping some services when switching broadband
If you want to keep TV or mobile service but switch broadband, check whether this is possible and how it affects pricing. Many bundle discounts disappear if you remove one service, potentially making it more expensive to keep TV or mobile separately.
Providers are not required to maintain bundle pricing if you break up the package. If retaining one service is important, compare the cost of keeping it separately against simply cancelling everything and signing up for a TV-only or mobile-only deal elsewhere.
Social Tariffs and Consumer Rights
Social tariffs are discounted broadband packages for people receiving certain benefits, offering superfast speeds for £10 to £24 per month with no mid-contract price rises or exit fees. Eligibility typically includes Universal Credit, Pension Credit, Employment and Support Allowance, Jobseeker’s Allowance, and Income Support, though some providers extend this to other benefits.
These packages come with stronger consumer protections than standard contracts, including guaranteed pricing throughout your contract term and the flexibility to leave at any time without penalty. For full details on eligibility criteria, which providers offer social tariffs, how to apply, and other money-saving strategies including haggling tips, see our comprehensive guide on Social Tariffs.
Equipment Return and Final Bills
When you cancel broadband, you typically need to return loaned equipment to avoid charges. Understanding return requirements and checking your final bill carefully protects you from unexpected costs.
What equipment needs returning
Most providers loan routers, hubs, and TV boxes. These remain the provider’s property and must be returned within the specified timeframe, usually 60 days after your service ends. Check your cancellation email or final bill for return instructions.
Equipment charges can be substantial if you don’t return items. BT charges £65 to £115 depending on the equipment. Virgin Media and other providers have similar policies. Keep proof of postage when returning items in case the provider claims they didn’t receive them.
How to return equipment
Some providers automatically send a pre-paid returns package with instructions after you cancel. Others require you to request a returns label through their website or customer service. Check your provider’s specific process and initiate returns promptly to avoid missing the deadline.
Checking your final bill
Your final bill should include any remaining monthly charges, early termination fees if applicable, and credits for returned equipment once confirmed. Review it carefully and query any discrepancies immediately.
Don’t cancel your direct debit until you’ve received and checked your final bill. Cancelling too early can result in missed payments, late fees, and potential damage to your credit score.
If your final bill includes charges you believe are incorrect, follow the complaints process outlined earlier. Keep copies of all bills and correspondence for evidence.
Enforcement and Ofcom’s Role
Ofcom regulates broadband providers and ensures they comply with consumer protection rules. While Ofcom doesn’t handle individual complaints, they monitor provider behaviour and can investigate systemic issues.
Reporting provider misconduct
If you believe your provider is systematically breaching regulations or obstructing switching, you can report this to Ofcom. While they won’t resolve your individual case, reports help them identify problem providers and potentially launch formal investigations.
Serious breaches can result in fines, enforcement action, or requirements for providers to change their practices. Ofcom has issued enforcement notices against providers who failed to implement One Touch Switch properly or who routinely breached consumer protection rules.
Ofcom’s enforcement powers
Ofcom can fine providers up to 10% of their UK turnover for serious breaches of regulations. They can also issue formal directions requiring providers to change their behaviour or implement specific consumer protections.
If multiple customers report similar issues with a provider, Ofcom may investigate and take action. Your complaint contributes to this oversight, even if it doesn’t result in direct intervention in your case.
Practical Tips for Enforcing Your Rights
Knowing your rights is one thing; enforcing them effectively is another. These practical strategies help ensure providers take your complaints seriously and comply with their obligations.
Keep detailed records
Document everything from the start. Note dates and times of phone calls, names of customer service representatives, and what was discussed. Save emails, letters, and copies of bills. Take screenshots of online chats and your account page showing contract details.
If reporting slow speeds, keep a log of speed tests with dates and times. Use your provider’s official speed test tool if they offer one, as they’re more likely to accept results from their own testing service.
Be clear about what resolution you want
When you complain, state clearly what outcome you’re seeking: a refund, compensation, permission to leave without exit fees, or a service fix. Vague complaints are easier for providers to dismiss. Specific requests backed by evidence of your rights are harder to ignore.
Escalate promptly
If customer services can’t resolve your issue, don’t waste weeks going round in circles. Ask to escalate to a manager or the complaints team. If that doesn’t work, request a deadlock letter or mark eight weeks on your calendar to escalate to ADR.
Use your rights as leverage
Mentioning specific rights can prompt providers to take your complaint more seriously. Reference the 30-day speed fix rule, automatic compensation requirements, or your right to cancel penalty-free under specific circumstances. Providers know you understand the regulations and are more likely to comply.
Consider switching rather than fighting
Sometimes the easiest solution is to switch to a better provider rather than battling your current one. If you’re out of contract or qualify for penalty-free exit, switching saves time and frustration. Use Switchity’s comparison tools to find deals that better suit your needs.
For step-by-step guidance on the switching process, see our guide on how to switch broadband provider.
Rights When Switching Broadband Frequently Asked Questions
1. What happens to my email address when I switch?
Most providers delete email accounts linked to your broadband service within 90 days of cancellation. Before switching, back up important emails and migrate to an independent email service like Gmail, Outlook, or ProtonMail. Some providers allow you to keep your email address for a fee, but it’s usually more practical to switch to a free service that isn’t tied to your broadband provider.
2. Will switching broadband affect my credit score?
Switching itself doesn’t affect your credit score. However, unpaid bills, missed payments, or unreturned equipment charges can damage your credit rating. These marks stay on your credit file for six years. Always pay your final bill in full, return all equipment on time, and keep proof of both to protect your credit score.
3. Can I switch broadband if I’m in debt to my current provider?
Yes, you can switch, but your old provider may refuse to complete the switch until outstanding debts are settled. Under One Touch Switch, they must still provide your switching information, including the debt amount. Some new providers may agree to take on the debt as part of your switch, though this isn’t guaranteed. Unresolved debts can be reported to credit agencies, so it’s worth trying to negotiate a payment plan with your old provider.
4. What if my speeds were fine during the cooling-off period but became slow later?
You’re still protected by the minimum guaranteed speed rules even after the cooling-off period ends. Test your speeds using a wired connection, report the issue to your provider, and give them 30 days to fix it. If they cannot resolve the problem within this timeframe, you can leave penalty-free. The speed guarantee applies throughout your entire contract, not just the first 14 days.
5. Can I switch broadband if I’m in a dispute with my current provider?
Yes, you can still switch even with an ongoing complaint or dispute. However, switching doesn’t make disputed charges disappear, you’ll still need to resolve these separately through the complaints process or ADR. In some cases, switching might actually strengthen your position if the dispute is about poor service quality, as leaving demonstrates the severity of the problem.
Related Guides
For more detailed information on specific aspects of switching broadband and managing bundles, see our comprehensive guides:
- How to Switch Broadband Provider UK – Complete step-by-step switching process
- One Touch Switch Explained – How the 2024 switching rules work
- Understanding Broadband Exit Fees & Early Termination Charges – Calculate costs and learn negotiation strategies
- Switching Broadband When Moving House – Provider notice periods and installation timelines
- Social Tariff Broadband UK – Eligibility criteria and how to apply
- Switching Broadband Bundles Guide: TV, Phone & Mobile – Bundle-specific switching rules
- How to Save Money on Broadband, Phone and TV Bills – Money-saving tips on switching and negotiation tactics
Use our tools
- Broadband Speed Test – Test your broadband speed in seconds
- Broadband Early Termination Fee Calculator – Work out what you’d pay to leave early
- Broadband Comparison – Compare standalone broadband deals with our postcode checker tool
- Broadband and TV Bundles – Find bundle packages at your address
- Broadband and Home Phone Packages – Compare broadband and phone combinations
