Broadband & Mobile

Negotiating Early Release from a Broadband Contract

Providers sometimes waive early termination fees for reasons such as moving to an unserved area, bereavement or genuine hardship. Here is when they may agree, how to make the request, and what documentation helps.

5 Jun 2026 · 3 min read

Switching Broadband When Your Contract Has Ended: What to Do

Out of contract, switching is free of early termination fees and runs through One Touch Switching. Here is how to do it, whether any charges apply, the notice position, and how to get the best deal at the point of switch.

5 Jun 2026 · 3 min read

Simultaneous Provide and Cease: How Broadband Switching Used to Work

Simultaneous provide and cease (SPC) was an older switching method that carried a risk of downtime. One Touch Switching replaced it with a cleaner, gaining-provider-led process. Here is the history and the difference.

5 Jun 2026 · 3 min read

How to Challenge a Broadband Router Return Fine

A non-return charge for a router is only fair if it reflects the provider's actual loss and you genuinely did not return it. Here is how to dispute one, the Consumer Rights Act considerations, and the CISAS route.

5 Jun 2026 · 3 min read

Returning Broadband Equipment After Cancellation: What You Must Return

After cancelling, providers usually require the router and supplied equipment back within a set period, and may charge if you do not return it. Here is what to return, how, and what happens if you fail to.

5 Jun 2026 · 3 min read

What Happens When a Broadband Fixed-Term Contract Ends

When a fixed term ends, broadband usually rolls to a monthly basis at a higher out-of-contract price, but you are free to leave. Here is what happens, the notification you should get, and how to act.

5 Jun 2026 · 3 min read

Broadband Out-of-Contract Notification: What Ofcom Requires

Ofcom requires providers to tell you when your fixed term is ending and what you will pay afterwards, including their best available deal. Here is what the notification must include and what to do when you get one.

5 Jun 2026 · 3 min read

Broadband Cease Charges: What They Are and When You Owe Them

A cease charge can apply when a line is fully ceased rather than transferred to a new provider, and it differs from an early termination fee. Here is what it is, when it applies, and how to avoid it by switching.

5 Jun 2026 · 3 min read

Unfair Contract Terms in Broadband: What the Consumer Rights Act Covers

The Consumer Rights Act 2015 lets you challenge broadband contract terms that create a significant imbalance against you. Here is what makes a term unfair, how to challenge it, and where to report it.

5 Jun 2026 · 3 min read

Distance Selling and Broadband Contracts: Your Consumer Rights

The Consumer Contracts Regulations 2013 replaced the old Distance Selling Regulations and govern broadband bought online or by phone. Here are your pre-contract information rights, the cancellation right, and how shop purchases differ.

5 Jun 2026 · 3 min read

Broadband Cooling Off Period: Your 14-Day Right to Cancel

Broadband bought online or by phone carries a 14-day cooling-off right under the Consumer Contracts Regulations 2013. Here is how to exercise it, what you owe for service used, and getting upfront costs back.

5 Jun 2026 · 3 min read

The ASA Typical Speed Rule for Broadband: What It Means for Consumers

The typical speed rule means an advertised speed should be achievable by at least half of customers at peak time. Here is what it requires, where to find the figure, and why it still is not a personal guarantee.

5 Jun 2026 · 3 min read

How the ASA Regulates Broadband Speed Advertising

The ASA requires broadband speed claims in adverts to use typical speeds rather than theoretical maximums. Here is what the rules require, what 'typical' means, and what to do if advertising was misleading.

5 Jun 2026 · 3 min read

How to Complain About Broadband Mis-Selling

Mis-selling covers being promised a speed you cannot get, hidden costs, or a misrepresented contract. Here is what counts, how to complain, the evidence to gather, and the remedies, including exiting the contract.

5 Jun 2026 · 3 min read

How to Keep a Broadband Fault Log: A Template and Guide

A fault log is the single most useful piece of evidence in a broadband dispute. Here is what to record, how to format it, and why it matters for complaints and the ombudsman.

5 Jun 2026 · 3 min read

How to Prove an Intermittent Broadband Fault

Intermittent faults are the hardest to fix because they are hard to prove. Logging drop-outs, using router logs and monitoring tools, and building a timeline gives you the evidence providers and the ombudsman need.

5 Jun 2026 · 3 min read

What Counts as a Broadband Fault?

Not every broadband problem is a fault in the formal sense, and the distinction affects your rights. Here is the difference between a fault and a performance issue, the main fault types, and how providers classify them.

5 Jun 2026 · 3 min read

Consumer Broadband SLAs: What They Mean and What to Look For

Consumer broadband rarely carries a formal business-style SLA, but speed guarantees, automatic compensation and codes of practice serve a similar role. Here is what protections to look for before signing.

5 Jun 2026 · 3 min read

Delayed Broadband Activation Compensation: What You Are Owed

If a new broadband service is not activated on the promised date, the automatic compensation scheme pays a set daily amount. Here is what counts as delayed, the rate, and how to claim from participating providers.

5 Jun 2026 · 3 min read

Delayed Broadband Repair Compensation: How to Claim

When total loss of service is not repaired within the scheme's window, the automatic compensation scheme pays a set amount for each further day offline. Here are the trigger conditions, rates and how to claim.

5 Jun 2026 · 3 min read

Missed Broadband Engineer Appointment Compensation: How to Claim

If an engineer misses an appointment or it is cancelled at short notice, the automatic compensation scheme pays a set amount. Here is what counts as a missed appointment, how to claim, and what to do if the provider disputes it.

5 Jun 2026 · 3 min read

How to Claim Broadband Compensation: Your Complete Guide

Broadband compensation comes in two forms: automatic payments for certain failures, and manual compensation you claim for other losses. Here is how each works, what to document, and how to make the claim.

5 Jun 2026 · 3 min read

Broadband Complaints: What Ofcom Can and Cannot Do

Ofcom regulates the market and acts on systemic problems, but it does not resolve individual complaints; that is the ombudsman's role. Here is the distinction, when to go to each, and how your complaint still helps.

5 Jun 2026 · 3 min read

The Broadband Complaint Escalation Rule: When You Can Go to ADR (Now Six Weeks)

The threshold for taking an unresolved broadband complaint to independent dispute resolution dropped from eight weeks to six weeks on 8 April 2026. Here is how the six weeks are counted, when the clock starts, and what to do if a provider drags out timescales.

5 Jun 2026 · 3 min read

The Broadband Ombudsman: How CISAS Works and What You Can Win

CISAS is one of the approved alternative dispute resolution schemes for communications complaints. Here is how to refer a complaint, what it can award, how long it takes, and whether its decision is binding.

5 Jun 2026 · 3 min read

The Deadlock Letter: What It Is and When to Request One

A deadlock letter confirms your provider's final position and unlocks the ombudsman without waiting six weeks. Here is what it is, when you can ask for one, what it unlocks, and what to do if the provider refuses.

5 Jun 2026 · 3 min read

How to Write a Broadband Complaint Letter That Gets Results

An effective broadband complaint letter is clear, factual and specific about the remedy you want. Here is the structure to use, how to send it, how long the provider has to respond, and how to request a deadlock letter.

5 Jun 2026 · 3 min read

How to Build Evidence for a Broadband Contract Dispute

Winning a broadband dispute depends on evidence: speed logs, call records, engineer dates and written confirmations. Here is what to gather, how to get it, and how to store it so it stands up.

5 Jun 2026 · 3 min read

Broadband Without a Direct Debit: What Are Your Options?

Many providers price for Direct Debit, but you can usually pay another way, sometimes for a surcharge. Here are the payment options, whether non-Direct-Debit costs more, and your rights around payment methods.

5 Jun 2026 · 3 min read

Broadband Options if You Have Bad Credit

A poor credit history narrows but does not close your broadband options. Here are the routes, from soft-check providers and prepay to mobile broadband, plus how to improve your chances and your credit standing.

5 Jun 2026 · 3 min read