Fibre or Fibber: Nine million broadband customers don't believe they get the speeds they pay for
With bills set to soar in the spring, over nine million people say they don’t think they get the broadband speeds they expect[1]
Despite this, less than half of those struggling with speeds (46%) say they have asked for compensation from their provider[2]
One in ten (9%) have considered leaving their provider because they don’t receive the download rates they feel they should[3]
A fifth of people (21%) would be willing to pay more for faster broadband[4], yet 42% admit they don’t know what speed their package is supposed to be[5]
Uswitch.com offers tips for broadband consumers on how to improve their speed and advice on what to do if you have a slow connection.
With many broadband customers braced for hefty inflation-linked price rises early next year, over nine million say they are not getting the speeds they believe they signed up for[1], according to new research from Uswitch.com, the comparison and switching service.
A quarter of customers (25%) say they regularly fail to receive the internet speeds they should, while 7% say they never do[1]. Despite this, around half (46%) of affected customers say they have asked for compensation from their provider[2].
According to Ofcom’s code of practice on broadband speeds, which most companies have signed up to, your provider should give you a minimum guaranteed speed for your service at the point of signing up, which you can find in your contract.
The rise of home working and the number of Wi-Fi devices in UK households has increased the demand for speedy and reliable internet, and one in five (21%) people surveyed said they would not mind paying more for a faster connection[4].
Yet the research reveals many households are suffering in silence when it comes to their broadband, with one in ten consumers (9%) considering leaving their provider due to substandard speeds[3].
It also highlights customer confusion over broadband speeds. Two fifths of users (42%) admit not knowing what speed their package is supposed to deliver[5], while only one in six (17%) are aware that many advertised speeds are based on the speed delivered directly to the router, such as through using an ethernet connection, rather than via Wi-Fi[6].
A common point of confusion is that the speed estimates offered by your provider are linked to the connection in your area and - for packages with download rates of 30Mbps or more - on the line direct to your home.
It is likely to be different from the provider’s headline advertised figure, an average based on the speeds at least half of customers can get at peak times.
Ofcom’s rules, which apply to deals taken out since March 2019, say that if you aren’t getting the minimum guaranteed speeds you were promised for three days in a row you can ask your provider to check for a fault. If they can’t fix it within 30 days, they then must let you leave your contract without paying an early exit fee.
Some providers may offer compensation for persistent slow speeds. For example, BT’s Stay Fast guarantee will pay £20 if your speeds aren’t back to normal within a month.
Ernest Doku, broadband expert at Uswitch.com, comments: “With mid-contract broadband prices looming in the spring, it can be infuriating when such an essential service doesn’t do what you expect to be paying for.
“Latest Ofcom data shows over a third of households can now get full fibre connections, offering speeds of up to 1,000Mbps, so if you’re struggling with sluggish broadband, the chances are there are far faster packages you can move to.
“When choosing a broadband deal, it’s important to remember that the headline speeds shown are national averages for the provider, rather than a promise of what you will get.
“A provider should send you a minimum guaranteed speed, and a speed range when you take out a deal, and this will be what you can use to see if your connection is living up to the billing.
“If you are unsure what speeds are available to you, run a comparison of the broadband packages on offer in your area and make sure you read the fine print before you sign on the dotted line.
“If you have already taken out a broadband deal and don’t think you’re getting the speeds you are paying for, do a speed test and speak to your provider about the service you are receiving. If you are regularly falling below the minimum guaranteed speed, you could be entitled to compensation and your provider should look to solve your slow connection.”
Find out more about how to save money on your broadband bill here.
Notes to editors
Opinium surveyed a sample of 2,000 UK adults from the 15th to 20th September 2022. Results were weighted to reflect a nationally representative criteria.
1. Respondents who knew what speeds their broadband packages give them were asked ‘Do you regularly receive the broadband speeds that you pay for?’ 32% of people who know what speeds their broadband package offers said they regularly (25%) or rarely (7%) received the speeds they paid for. Adjusting for respondents who didn’t know what speed they were supposed to receive or did not have home broadband this gave a figure of 17.5% of all people said that they do not receive the broadband speeds that are advertised on their deal. 17.5% of the UK adult population of 52,673,000 = 9,217,775 people.
2. People that said that they do not receive the broadband speeds that are advertised on their deal were asked ‘You mentioned you don’t receive the broadband speed you pay for. Have you ever claimed compensation for this?’, 46% of people had at least once in the last 12 months.
3. Respondents who knew what speeds their broadband packages give them were asked ‘Which, if any, of the following statements do you agree with?’, 9% of people said ‘I am considering leaving my broadband provider because I don’t receive the speeds they advertised’.
4. Respondents who knew what speeds their broadband packages give them were asked ‘Which, if any, of the following statements do you agree with?’ 21% said ‘I don’t mind paying slightly more for faster broadband speeds’.
5. Respondents were asked ‘What speeds does your home broadband package give you? Please think of the speed you have signed up to from your supplier, even if you believe the speeds provided don’t reach this’, 42% said ‘I don’t know/can’t remember what speed my package is supposed to give me’.
6. Respondents who knew what speeds their broadband packages give them were asked ‘Which, if any, of the following statements do you agree with?’, 17% of people said ‘Broadband providers advertise their speeds based on what you receive via an ethernet cable’.
About Uswitch
Uswitch is one of the UK’s top comparison websites for home services switching, including energy, broadband and mobiles.
More people go to Uswitch to switch their energy, broadband and mobile than any other site, and we have saved consumers over £2.7 billion off their bills since we launched in September 2000.
Free mobile app Utrack also helps households manage their home energy usage and make potential savings.
Uswitch is part of RVU, a group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.