- The broadband Universal Service Obligation gives eligible homes and businesses a legal right to request a connection of at least 10 Mbit/s download and 1 Mbit/s upload.
- The USO was created under the Digital Economy Act 2017 and is overseen by Ofcom, with the scheme described on gov.uk.
- BT is the designated universal service provider for most of the UK, and KCOM holds the role in the Hull area.
- Connections are funded up to a cost threshold of £3,400 per premises; above this, the customer may be asked to pay the excess.
- Eligibility depends on not already having access to a decent connection and on no affordable alternative being available.
The broadband USO is a legal right to request a connection of at least 10 Mbit/s download and 1 Mbit/s upload. BT is the main provider, costs are funded up to £3,400 per premises, and eligibility rules apply.
Last reviewed: June 2026
What the USO is
The broadband Universal Service Obligation, usually shortened to USO, gives eligible homes and businesses a legal right to request a decent broadband connection. A decent connection is defined as one offering a download speed of at least 10 Mbit/s and an upload speed of at least 1 Mbit/s, along with other technical criteria such as acceptable latency and the ability to handle normal household use. The aim is to ensure that no one is left without access to a basic broadband service simply because of where they live.
The USO acts as a safety net rather than a way to obtain the fastest available broadband. It guarantees a minimum, which matters most for rural and remote premises where commercial rollout has not yet delivered a usable connection.
The legal basis
The USO was created under the Digital Economy Act 2017, which gave the framework for a universal right to a minimum broadband service. Ofcom then set the detailed rules, including the speed and quality criteria and the obligations on the designated providers. The scheme is described for the public on gov.uk, and the underlying powers sit in legislation. This legal footing is what makes the USO an enforceable right to request a connection rather than a discretionary offer.
Who is eligible
Eligibility rests on two main tests. First, the premises must not already have access to a decent connection, meaning it cannot already receive at least 10 Mbit/s download and 1 Mbit/s upload from an available service. Second, there must be no affordable alternative on the way, such as a planned commercial rollout due within a defined period, and certain other connectivity options, including some fixed wireless and satellite services, can affect eligibility. Because of these tests, a household that can already get a decent connection, even one it has not taken, will not usually qualify.
| Step | What it involves | Notes |
|---|---|---|
| Check existing service | Confirm no decent connection is available | Decent means 10 Mbit/s down, 1 Mbit/s up |
| Check alternatives | Confirm no affordable alternative is planned | Planned rollout can affect eligibility |
| Request a connection | Apply to BT, or KCOM in Hull | Designated universal service providers |
| Cost assessment | Provider quotes the build cost | Funded up to £3,400 per premises |
| Proceed or review | Pay any excess, group up, or use alternatives | Customer decides next steps |
The cost threshold
The USO funds the cost of providing a connection up to a threshold of £3,400 per premises. Where the cost of building a connection comes in at or below this figure, the eligible customer receives it without paying the build cost, though they still pay for their chosen broadband package afterwards. Where the cost exceeds £3,400, the designated provider can ask the customer to pay the excess above the threshold. In some cases, neighbouring premises can group together so that shared build costs are spread, which can bring an otherwise expensive connection within reach.
This cost cap is an important practical point. For very remote premises, the build cost can run well beyond the threshold, and the quoted excess can be substantial. Understanding this in advance helps set expectations before requesting a connection.
How the process works
The process begins with checking eligibility and making a request to the designated universal service provider. For most of the UK this is BT, while in the Hull area the role is held by KCOM. The provider assesses whether the premises qualifies and what it would cost to build a connection. If the cost is within the threshold, the work proceeds. If it exceeds the threshold, the provider sets out the excess cost, and the customer can decide whether to proceed, explore a group scheme, or consider alternatives.
Throughout, the USO is a route to a connection rather than a specific package. Once a connection exists, the customer chooses a broadband service over it in the normal way, subject to the usual contract terms and pricing.
USO and other options
The USO sits alongside other ways of improving connectivity in hard-to-reach areas. Government programmes such as Project Gigabit and the Gigabit Voucher Scheme aim to bring faster connections to rural communities, and these can sometimes provide a better long-term outcome than the USO minimum. Where a faster scheme is planned or available, it may affect USO eligibility, since the obligation is designed to fill genuine gaps rather than duplicate other provision. For a household with no decent connection and no alternative in sight, the USO remains a valuable legal backstop.
What a decent connection means in detail
The definition of a decent connection is more than a single download figure. As well as at least 10 Mbit/s download and 1 Mbit/s upload, the criteria include limits on latency so the connection is usable for everyday tasks, the ability to handle data demands typical of a household, and a contention measure so that the connection does not collapse at busy times. These additional criteria matter because a connection can technically reach 10 Mbit/s yet still be unusable if latency is very high or capacity is heavily shared.
This fuller definition is why some properties that appear to have a basic service can still qualify for the USO. If the available connection does not meet all of the criteria, not just the headline speed, it may not count as decent for the purpose of the obligation. Checking against the full set of criteria, rather than speed alone, gives a clearer view of whether a request is likely to succeed.
Group schemes and shared costs
For clusters of premises in remote areas, the cost of an individual connection can far exceed the funded threshold, which would leave each household facing a large excess. Grouping neighbouring premises together can change the picture, because the build cost of reaching the area is shared across several connections rather than falling on one. Where a community organises a group request, the per-premises cost can come down significantly, sometimes bringing an otherwise unaffordable connection within reach. This co-operative approach is often the practical route to a connection in the hardest-to-reach locations.
Frequently Asked Questions
What is the broadband USO?
The broadband Universal Service Obligation is a legal right for eligible homes and businesses to request a decent broadband connection, defined as at least 10 Mbit/s download and 1 Mbit/s upload. It was created under the Digital Economy Act 2017 and acts as a safety net where no usable connection is available.
How do I apply for a USO connection?
Eligibility is checked and a request made to the designated universal service provider, which is BT for most of the UK and KCOM in the Hull area. The provider assesses whether the premises qualifies and what a connection would cost, then proceeds if the cost is within the funded threshold.
Is the USO free?
Connections are funded up to a cost threshold of £3,400 per premises, so within that limit the build cost is covered. Above the threshold, the provider can ask the customer to pay the excess. The customer also pays for their chosen broadband package once the connection exists.
What speed does the USO guarantee?
The USO guarantees the right to request a connection capable of at least 10 Mbit/s download and 1 Mbit/s upload, along with other quality criteria such as acceptable latency. It provides a minimum decent service rather than the fastest broadband available.
What if BT says installation costs too much?
Where the build cost exceeds the £3,400 threshold, the provider sets out the excess and the customer can decide whether to pay it, explore a group scheme with neighbours to share costs, or consider alternatives such as government voucher schemes or other connectivity options.
