- A fault is a failure or defect in the service, distinct from a connection that works but is slow.
- Ruling out in-home causes before reporting helps the provider diagnose a genuine line fault.
- The provider is the single point of contact, even where the fault lies in the Openreach network.
- Qualifying failures can trigger Ofcom automatic compensation for participating providers.
- Unresolved fault complaints can be escalated to an approved dispute resolution scheme.
A broadband fault is a failure in the service, distinct from slow speed. Report it to the provider, which handles it even when the fault is in the Openreach network, and escalate to dispute resolution if unresolved.
Last reviewed: June 2026
What counts as a fault
A broadband fault is a failure or defect in the service: a connection that is down, that drops repeatedly, or that behaves erratically because something is wrong. This is different from a connection that works but is slower than expected, which is a performance issue handled through the speeds code and complaints process. Distinguishing the two matters, because they follow different routes. A fault points to something broken that needs fixing, while a speed shortfall points to a connection that functions but underperforms. Identifying which applies shapes how to report and resolve the problem.
Common faults include a complete loss of connection, frequent disconnections, a line that will not synchronise, or a service that has degraded suddenly rather than always having been slow. These are the kinds of problems the fault-reporting process is designed to address.
Before you report
Before reporting a fault, a few checks help confirm it is genuine and speed up diagnosis. Restarting the router resolves many temporary problems. Testing more than one device rules out a single-device issue. Checking cables and connections, and connecting at the master socket where relevant, rules out in-home causes. Where possible, testing wired rather than over WiFi separates a line fault from a WiFi problem. Doing these checks first means that when a fault is reported, it is more likely to be a genuine line or network issue, which helps the provider investigate efficiently.
| Fault type | Likely location | Who resolves it |
|---|---|---|
| Router or device issue | Inside the home | Household |
| Internal wiring fault | Inside the home | Household, or provider if arranged |
| Line or cabinet fault | Access network | Provider via Openreach |
| External connection fault | Outside the property | Provider via network operator |
How to report a fault properly
Reporting a fault clearly helps it get resolved. Providers offer several channels, including apps, online accounts and phone lines. Describing the problem precisely, including when it started, whether it is constant or intermittent, and what checks have already been done, gives the provider what it needs. Noting the date and time of the report and any reference number creates a record. Because automatic compensation for a total loss of service accrues from the report, reporting promptly also matters where the service is completely down. A clear, well-documented report is the foundation for a quick resolution and any compensation due.
What the provider must do
Once a fault is reported, the provider is responsible for investigating and resolving it within a reasonable time, and it is the single point of contact for the customer throughout. The provider may run remote tests, send an engineer, or escalate to the network operator where the fault lies in the underlying network. Under the Ofcom automatic compensation scheme, a total loss of service not restored within two full working days triggers compensation for participating providers. The provider must keep the customer informed and work towards a fix, and general consumer law requires services to be provided with reasonable care and skill.
Faults in the Openreach network
Many faults lie not inside the home but in the access network, which for most providers is operated by Openreach. Where this is the case, the provider raises the fault with Openreach, and an Openreach engineer may investigate the line, cabinet or external connection. Importantly, the customer still deals only with their retail provider, which manages the relationship and any compensation, even though the physical repair is carried out by the network operator. This is why a fault can involve both the provider and a network engineer, and why the provider remains responsible to the customer for getting it resolved.
Engineer visits and charges
Some faults require an engineer to visit, either inside the property or at the external line. Where the fault lies in the network or the provider's responsibility, the visit is generally not charged to the customer. However, where a fault turns out to be caused by the customer's own equipment or wiring, or where no fault is found, a charge may apply, depending on the provider's terms. Confirming in advance whether a visit could be chargeable, and ensuring in-home causes have been ruled out first, avoids an unexpected charge for a visit that finds no network fault.
Escalating an unresolved fault
If a fault is not resolved within a reasonable time, or the provider's handling is unsatisfactory, the complaints process provides escalation. Complaining formally to the provider gives it the chance to put things right, and keeping records of the fault and the contact supports the case. Where the complaint reaches deadlock or remains unresolved after eight weeks, it can be referred to the approved alternative dispute resolution scheme the provider belongs to, which can issue a binding decision. This independent route ensures a persistent fault cannot simply be left unresolved.
Getting faults fixed efficiently
In summary, resolving a fault efficiently means distinguishing it from a speed issue, ruling out in-home causes, reporting it clearly and promptly, and understanding that the provider handles it even when the fault lies in the Openreach network. Qualifying failures can trigger automatic compensation, and unresolved cases can be escalated to dispute resolution. Keeping good records throughout, and confirming whether any engineer visit could be chargeable, gives the best chance of a quick fix and a fair outcome.
Frequently Asked Questions
What is the difference between a broadband fault and slow speed?
A fault is a failure or defect, such as a connection that is down, drops repeatedly or behaves erratically, while slow speed is a connection that works but underperforms. They follow different routes: a fault is reported for repair, while a speed shortfall is handled through the speeds code and complaints process. Identifying which applies determines how to report and resolve the problem, so it is worth distinguishing the two before making contact.
What happens when I report a fault to my ISP?
The provider investigates and is responsible for resolving the fault within a reasonable time, acting as the single point of contact. It may run remote tests, send an engineer, or escalate to the network operator where the fault lies in the underlying network. It must keep the customer informed and work towards a fix.
How long does my ISP have to fix a broadband fault?
The provider should resolve a fault within a reasonable time, and general consumer law requires services to be provided with reasonable care and skill. For a total loss of service, the Ofcom automatic compensation scheme adds a specific trigger: compensation accrues if it is not restored within two full working days of being reported, for participating providers.
Can an ISP charge me for an engineer visit?
Where a fault lies in the network or is the provider's responsibility, an engineer visit is generally not charged. However, where the fault is caused by the customer's own equipment or wiring, or no fault is found, a charge may apply depending on the provider's terms. Ruling out in-home causes first and confirming any potential charge avoids surprises.
What if the fault is in Openreach's network?
Where the fault lies in the access network, which for most providers is operated by Openreach, the provider raises it with Openreach and an engineer may investigate the line or external connection. The customer still deals only with their retail provider, which manages the relationship and any compensation, even though the repair is carried out by the network operator.
How do I escalate a fault my ISP will not fix?
Complain formally to the provider first, keeping records of the fault and the contact, which gives it the chance to put things right. If the complaint reaches deadlock or is unresolved after eight weeks, it can be referred to the approved alternative dispute resolution scheme the provider belongs to, which can issue a binding decision that the provider must follow if accepted.
