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Campaigns | Broadband speed

Broadband media image 358534


We want better compensation for broadband customers

We're calling for you to be properly compensated when things go wrong with your broadband or other telecoms services.

People now view telecoms as an essential service, with our research finding people are twice as likely to cut spending on groceries than on their broadband. And yet, there are no statutory or minimum compensation standards for poor service in the telecoms sector. 

Compensation for broadband problems

The compensation schemes that do exist in telecoms are unclear and inadequate, with the schemes for other utilities being more transparent.

If you have a problem with your water, gas or electricity, you're entitled to statutory compensation. For example, if your electricity supply is cut off for over 12 hours, you could receive a payment of £75. But there's no such scheme if your broadband goes down.

So we want to see the introduction of a statutory scheme in telecoms that automatically offers compensation when things go wrong.

Our executive director Richard Lloyd said:

'We want to see compensation for telecoms failures brought in line with other utilities and consumers’ expectations. Compensation should be simple, easy and fair for consumers.'

Changes in telecoms

Ahead of the results of Ofcom's first review of the communications sector in 10 years, we think this is an opportunity for other changes to be introduced, including:

- Improved Openreach performance: Openreach must be more responsive to consumers rather than just meet minimum standards

- Clearer pricing and information: An obligation on telecoms providers to demonstrate that consumers find their pricing and details of their services clear and fair

Richard Lloyd added:

'In the forthcoming Digital Communications Review Ofcom has a real opportunity to ensure the telecoms sector works better for consumers.'


A universal right to broadband

Today the Government announced plans to put access to broadband on a similar footing to other basic services, like water and electricity.


UK worst in Europe for delivering broadband speed promises

The UK is the worst in Europe for delivering the broadband speeds advertised by ADSL providers.

Virgin Media and SSE speak up against confusing broadband ads

Internet Service Providers Virgin Media and SSE have lent their support to our campaign against broadband ads that promise speeds that most customers will never see.

Virgin Media supports our broadband speed campaign

Virgin Media has come out in support of our campaign to end confusing advertising of broadband speeds.


ASA tells BT to give accurate speed estimates

The ASA has upheld a complaint from a BT customer who claimed they were misled as to the speed they could achieve on their line.

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.

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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