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Campaigns | Broadband speed

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13 million households in broadband slow lane

21st March

We’re calling on broadband providers to give you the speed and service you pay for as we discover around three in five people experience problems with their broadband.

Our research shows that nearly half of broadband customers have suffered slow speeds, with six in ten having to put up with these sluggish speeds frequently. And there’s more – many people just aren’t getting the speeds they were promised.

Richard Lloyd, Which? executive director, said: 'The internet is an essential part of modern life, yet millions of us are getting frustratingly slow speeds and having to wait days to get reconnected when things go wrong.'

He added: 'It’s less superfast broadband, more super slow service from companies who are expecting people to pay for speeds they may never get

Broadband speeds guaranteed

Households are also suffering from poor customer service. A quarter of people who reported a loss of service and had it resolved waited two days for this, and around one in ten had no internet for a week or more.

Three in 10 people who contacted their provider with a problem didn’t get a resolution. And, for those that did, a quarter weren’t satisfied with how long it took.

We want broadband providers to give you written speed estimates at the start of your contract, and to let you exit that contract without penalty if they fail to meet those speeds. We also want them to fix any loss of connection as speedily as possible and to refund you if problems persist.

So if you’re plagued by unreliable and slow internet, sign our petition to make your broadband provider deliver the speed and service you deserve.


Thanks for voting in our poll

Sorry, you’re wrong - the speeds quoted in broadband ads only need to apply to 10% of customers. Yes, just 10% of customers.

If, like us, you've had it 'up to' here with confusing speed claims, sign our petition. Together we can convince advertising watchdogs to give us broadband ads we can trust.

Don’t worry, you’re not alone – nine in ten people aren’t aware of this rule. We don’t think it’s right for providers to entice customers in with speed claims most of them may never receive.

That’s why we’re calling on the advertising watchdogs to pull the plug on confusing broadband ads. Vague claims like ‘superfast’ need to be quantified, and providers should show the speeds the majority of customers will actually get.


Simpler broadband switching to help customers

Ofcom has announced measures to make it easier for customers to switch their landline and broadband provider in one simple step.


Have you ever haggled for a better broadband deal?

If you do one thing today, pick up the phone and call your broadband provider. Our latest investigation has shown it’s definitely worth getting in touch if you want a better deal.

UK broadband less than half of advertised speeds

Average broadband download speeds are still less than half of advertised headline speeds, a large-scale Ofcom speed test has revealed.

Thanks for voting in our poll

You’re right – the speeds quoted in broadband ads only need to apply to 10% of customers. You’re in the small minority of people who know about this rule.
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