- The Broadband Speeds Code of Practice is a voluntary Ofcom code, but most major residential providers have signed it.
- Signed providers must give a personalised speed estimate and a minimum guaranteed speed at the point of sale.
- If your speed falls below the minimum guarantee and is not fixed within 30 days, you can exit the contract and bundled services without penalty.
- You can check whether your provider participates, and the protection only applies if they do.
The Broadband Speeds Code of Practice is the single most useful piece of consumer protection most people have never read. It turns the vague promise of a fast connection into a concrete, enforceable floor, but only for customers of providers that have signed it, and only if you know how to invoke it.
What the Code requires at the point of sale
When you order from a signed-up provider, the Code requires them to give you a personalised estimated speed for your address, usually as a range reflecting busy-period performance, and a minimum guaranteed speed. These figures must be given before you commit, so you can judge whether the service will meet your needs rather than relying on the advertised headline.
What happens if your speed is too slow
If your actual speed drops below the minimum guaranteed speed, the Code gives the provider a window, normally 30 days, to investigate and fix it. If they cannot bring the speed back above the guarantee within that window, you have the right to leave the broadband contract without an early termination fee, and to cancel any phone or TV service you bought as part of the same package.
How to check your provider participates
The protection only exists if your provider has signed the Code. The list of participating providers is published, and you can confirm before you order. A provider that has not signed is not bound by the minimum-guarantee exit right, which is itself a useful comparison point.
The Code at a glance
| Requirement | What it means for you |
|---|---|
| Personalised estimate at sale | A realistic speed range for your address |
| Minimum guaranteed speed | A contractual floor for your line |
| 30-day fix window | Time for the provider to resolve a shortfall |
| Right to exit | Leave penalty-free if the floor is not restored |
Using the Code in practice
Record your minimum guaranteed speed at sign-up. If you suspect a shortfall, run tests over several days at different times, ideally over an Ethernet cable to remove Wi-Fi as a variable, and report the fault. Keep your evidence and the dates. If the provider does not restore the guaranteed speed within the window, exercise your exit right.
Frequently asked questions
What is the Ofcom Broadband Speeds Code of Practice?
It is a voluntary Ofcom code that most major residential providers have signed. It requires them to give a personalised speed estimate and a minimum guaranteed speed at the point of sale, and to allow a penalty-free exit if the guarantee is not met and not fixed within 30 days.
Do all ISPs follow the Ofcom Speeds Code?
No. It is voluntary, though most large residential providers participate. The minimum-guarantee exit right only applies if your provider has signed the Code, so check before you order, especially with smaller providers.
What speed information must my ISP give me at signup?
A signed-up provider must give you a personalised estimated speed for your address, usually as a range, and a minimum guaranteed speed below which your service should not fall. These must be provided before you commit.
How do I use the Code if my speed is too slow?
Test your speed over several days, ideally over a wired connection, and report a fault if it is below your minimum guaranteed speed. The provider has around 30 days to fix it; if they cannot, you can leave the contract and bundled services without penalty.
What is the minimum guaranteed speed?
It is the contractual floor for your specific line, given at sign-up. If your real speed falls below it and is not restored within the fix window, the Code gives you the right to exit without an early termination fee.
