- The USO gives eligible premises a right to request a decent broadband connection where one is not otherwise available or affordable.
- BT is the designated USO provider across most of the UK, with KCOM designated in the Hull area.
- A per-premises cost threshold of £3,400 applies; above it you may be quoted an excess to pay (confirmed against Ofcom USO guidance, 2026).
- The USO connection is intended to deliver a decent broadband speed, defined by minimum download and upload thresholds.
The Universal Service Obligation is the legal safety net for households that cannot get a decent broadband connection through the market. It is not a free guarantee of gigabit fibre, but a right to request a basic decent connection, subject to conditions. Knowing the process and its limits sets realistic expectations.
Check your eligibility first
The USO applies where your premises cannot get a decent connection at an affordable price and are not due to be covered by a publicly funded rollout within a defined period. If a suitable service already exists, or one is imminently planned, you will not qualify. The designated provider assesses eligibility when you make a request.
Who provides it
BT is the designated USO provider across most of the UK, and KCOM is designated in the Hull area. You make your request to the relevant designated provider, who is obliged to assess it and, if you are eligible, set out what a connection would involve.
The cost cap and what lies beyond it
There is a per-premises cost threshold of £3,400 per premises. If connecting your premises can be done within that cap, the designated provider should deliver it under the USO. If the cost exceeds the cap, you can be asked to pay the excess above it, which for very remote premises can be substantial. Pooling a request with neighbours can sometimes bring the per-premises cost down.
The claim process step by step
| Step | What happens |
|---|---|
| 1. Request | You ask the designated provider for a USO connection |
| 2. Assessment | They check eligibility and survey the build required |
| 3. Quote | You are told the cost and any excess above the cap |
| 4. Decision | You accept the connection or any excess payment |
| 5. Build and connect | The work is carried out and the service activated |
If the quote exceeds the cap
A quote far above the cap is not the end of the road. You can ask neighbours to make a joint request, which spreads the build cost, explore gigabit vouchers, or raise the matter with your council and MP, who may know of funding. The USO sets a floor of rights; combining it with other routes often produces the best outcome.
Frequently asked questions
How do I apply for a USO broadband connection?
Contact the designated USO provider for your area, BT across most of the UK or KCOM in the Hull area, and request a connection. They assess eligibility, survey the build, and quote any cost above the cap before you decide.
Who provides USO connections?
BT is the designated USO provider across most of the UK, and KCOM is designated in the Hull area. Your request goes to the relevant designated provider, which is obliged to assess it.
Is there a cost limit for a USO connection?
Yes. A per-premises cost threshold of £3,400 applies. Connections within the cap should be delivered under the USO; above it, you may be asked to pay the excess. This £3,400 threshold was confirmed against Ofcom's USO guidance in 2026.
What speed does a USO connection deliver?
The USO is designed to deliver a decent connection of at least 10 Mbit/s download and 1 Mbit/s upload. It is a basic decent service rather than a guarantee of full-fibre gigabit speeds. Check the current decent-connection definition on the official guidance.
What if BT says it will cost more than the cost cap?
You can be asked to pay the excess above the cap, which for remote premises can be high. Options include making a joint request with neighbours to spread the cost, applying for gigabit vouchers, and engaging your council and MP about funding.
