Broadband: know your rights

Here's exactly what you're entitled to, and how to use it.

The 14 day cooling off period

Every broadband contract signed online, over the phone or away from a shop comes with a 14 day cooling off period by law. Change your mind within 14 days of signing and you can cancel completely free of charge with no penalty. No questions asked. This applies even if the engineer has already been and installation has started.

If you signed in a physical store or branch, the cooling off period doesn't automatically apply. Always check before signing.

Minimum guaranteed speed

Since 2019 every broadband provider must tell you the minimum guaranteed download speed you'll receive before you sign up. This isn't the advertised headline speed. It's the actual minimum they're committing to deliver to your home.

If your speed consistently falls below that guaranteed minimum, you have the right to exit your contract penalty free.

Here's how to use it

1. 1Run speed tests at different times of day for at least 3 days. Use Ofcom's approved speed checker or your provider's own tool.
2. 2Contact your provider and give them 30 days to fix the problem.
3. 3If they can't fix it within 30 days, you can walk away from your contract with no exit fee.

This is one of the most powerful consumer rights in telecoms and prevents companies from selling you one speed and giving you lower speeds.

Ofcom automatic compensation scheme

If things go wrong your provider may owe you money automatically. The Ofcom automatic compensation scheme means you don't have to fight for it. It's paid without you having to ask.

You're entitled to:

Service stops working and isn't fixed after 2 working days

£9.76 per day

Engineer doesn't show up, or cancels with less than 24 hours notice

£29.15 per appointment

New service isn't activated on the agreed start date

£5.83 per day

The money is credited to your bill automatically. You don't need to claim.

Not every provider is signed up to the scheme. The main ones who are include BT, Sky, TalkTalk, Virgin Media, Zen Internet and Plusnet. Always check your provider is signed up before you sign.

Price rises mid contract

Since January 2024, new Ofcom rules mean providers must clearly tell you at point of sale if your price will rise during the contract and by exactly how much. If they raise prices by more than they disclosed, you have the right to exit penalty free.

Previously providers used CPI or RPI linked price rises, often 10 to 17% mid contract, without being upfront about it. The new rules ended that. If you signed before January 2024, check your contract terms carefully.

Some providers, Sky being the most well known, do not specify the exact amount prices will rise by during your contract. Instead they reserve the right to increase prices and simply notify you before doing so.

What a lot of people don't realise is this: if your provider raises prices mid contract and you weren't clearly told the exact amount upfront when you signed, you have the right to exit your contract penalty free within 30 days of being notified of the rise.

What to do if your provider raises prices

1. 1Check your original contract. Were you told the exact rise upfront?
2. 2If not, you have 30 days from the notification to cancel penalty free.
3. 3Contact your provider and state you are exercising your right to exit due to a mid contract price rise.
4. 4If they push back, escalate to Ofcom or your provider's ADR scheme.

End of contract notifications

Providers are legally required to notify you when your contract is coming to an end, typically 10 to 40 days before it expires. They must also tell you the best deals available to you at that point.

If they don't notify you, report it to Ofcom. This notification is your signal to shop around. Out of contract customers almost always pay more than new customers.

How to complain if things go wrong

1. 1Contact your provider first and give them a reasonable chance to fix it.
2. 2If it is unresolved after 8 weeks, or they issue a deadlock letter, escalate to an Alternative Dispute Resolution scheme.
3. 3Broadband providers must be signed up to either CISAS or Ombudsman Services: Communications.

Both are free to use and completely independent, and providers must comply with their decisions. You don't need a lawyer, just your evidence and a clear account of what went wrong.

Last reviewed 21 September 2026 by William.