09 AUG

What to do when your broadband is slow

Many people rely on the internet these days, and when your broadband is slow or often interrupted, it can affect your productivity. You deserve to receive what you signed up for and what the broadband service promised to provide.

If your broadband service provider fails to give you the service you are entitled to, then they can be in breach of contract. It can also depend on why you’re experiencing slow speeds or interruptions, how frequently these problems occur, and how long you are without connection.

There are several aspects to look out for before sending a complaint to your service provider:

Check your speed

When you’re experiencing slow or interrupted connection, check your speed as compared to the promised speed in your contract. You can use free online tools to check your connection such as Which? Broadband speed checker tool and Speedtest by Ookla. If you experience the connection problem frequently, record your speed test results that you can show to your provider.

Check your router

Sometimes connection problems occur due to other factors outside your broadband provider’s control. These include your router, your broadband’s setup, or a problem with your phone line. Checking the wires and lines and restarting your modem can often solve the problem. If you are not sure how to check it, you may need to call an engineer to do it for you.

Check your contract

Review your contract with your broadband service provider. It should indicate the minimum guaranteed speed for your service. Sometimes the advertised speed has a fine print that says it is the maximum speed you can get but that it is not always guaranteed. Your contract may also contain warnings about the factors that could affect the connection speed, such as your distance from the telephone exchange.

If you believe that you are misled to believe that you will have a high-speed connection regularly, then you may file a complaint against your provider.

Contact your broadband service provider

Call your service provider’s customer hotline. Keep your speed test log with you so you can inform the customer service representative who will assist you. The customer service representative will often start with troubleshooting, asking you to check your router, your phone line, and other factors. If the troubleshooting does not solve the issue, the representative will file a report to investigate your complaint. Give your service provider some time to pin down the problem, which can take around two weeks.

Consider switching to another provider

When your broadband service provider could not solve your connection issues, consider switching to another provider. Your provider can let you terminate your contract without penalty if they have signed up to the Ofcom voluntary code. Under the code, your provider must ensure that you get the minimum guaranteed speed. If you want to change the provider, you will only need to notify the one you wish to move to, and your new service provider will handle the change.


As a consumer, you have the right to receive the service you’ve been promised. Your broadband service provider should address your slow and interrupted connection. If you’re looking to learn more about how you can claim compensation, Consumer Reclaimers is your best option. Get in touch with us today to see how we can help you.

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