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Ofcom Broadband Speeds Code of Practice

Broadband Speeds Code of Practice cover image

Ofcom operates a Code of Practice for Broadband Speeds which was last revised in 2022. This is a voluntary agreement which the regulator Ofcom has announced to promote transparency, fairness and accountability in how broadband providers advertise speeds, and what consumers can realistically expect from their broadband service. There is a separate code for business users as well.

The principles of the Code cover these areas: –

  1. Realistic speed estimates at the point of sale — Providers must give prospective customers a realistic speed estimate before they commit to purchase the service
  2. Detailed information provided after-sale — Providers must send written information after your service goes live to remind you of the speed guarantees
  3. Detailed information on the website — Providers must publish clear information about typical speeds, minimum guaranteed speeds and factors affecting performance on their website.
  4. Managing speed-related problems — Providers must help to diagnose and resolve speed issues, including issues with in-home setup and equipment.
  5. Right to exit contract without penalty where speeds cannot be delivered — If the minimum guaranteed speeds cannot be fixed, customers have to cancel their contract without penalty.

The following providers re signed up to this voluntary code (as of April 2025): –

  • BT
  • EE
  • NOW Broadband
  • PlusNet
  • Sky
  • TalkTalk
  • Utility Warehouse
  • Virgin Media
  • Zen Internet

If you have a problem with a broadband provider, this doesn’t mean you can’t get compensation. You have protection of consumer law in all cases, and providers will not be keen to lose you as a customer. All broadband providers have to be members of an Alternative Dispute Resolution. See our resolving a problem with a broadband provider guide.