Have you signed up for a broadband package and something’s gone wrong? Maybe your internet's crawling, the price has jumped, or you’ve just changed your mind. The good news? UK consumer law is on your side.
This guide explains everything you need to know about broadband contracts, your legal rights, and what to do if you're not getting the service you were promised.
Quick summary: your key broadband rights
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What is the broadband cooling-off period?
When you buy a broadband package online or over the phone, you automatically get a 14-day cooling-off period under the Consumer Contracts Regulations.
This gives you the right to cancel your contract for free, no questions asked. It starts the day after you sign up.
Some providers offer longer cooling-off periods, but 14 days is the legal minimum. Just make sure you cancel in writing to make it official.
Who regulates broadband providers in the UK?
Broadband providers are regulated by Ofcom, the UK’s communications watchdog.
Ofcom makes sure your broadband service:
- Delivers what was promised
- Follows fair advertising rules
- Provides clear contract terms
- Is part of an independent Alternative Dispute Resolution (ADR) scheme, so you have someone to turn to when things go wrong
What are my rights if my broadband is too slow?
Your broadband must be:
- Fit for purpose
- As described
- Of satisfactory quality
If your internet is significantly slower than promised, and the provider can’t fix it, you may have a right to:
- Cancel the contract without penalty
- Claim a discount or compensation
What counts as ‘too slow’?
Speeds must be significantly less than what you were quoted when you signed up. For example, if you were quoted a speed of 65Mb but only get 5Mb consistently, you’ve got a strong case.
Providers must give you a personalised minimum speed at signup — this is what you can hold them to.
Which providers are part of the speed guarantee code?
If your provider signed up to Ofcom’s broadband speed code of practice, you’ve got extra protection. The following providers are included:
If they can’t deliver the minimum speed they promised, and it's not been possible to rectify any problems, they must let you leave penalty-free.
Can I cancel my broadband if it’s not working?
It’s normal for broadband faults to occur occasionally, these kinds of service problems will be covered in your contract. But if your broadband has frequent or long-term problems, and your provider doesn’t fix them in a reasonable timeframe, you may be able to cancel without paying a fee.
This is part of your legal right to receive a service that is fit for purpose and satisfactory quality.
When can you cancel broadband for free?
If you’re still within your minimum term, you may be able to cancel early and without paying an early termination fee if:
- Your internet constantly drops or disconnects
- Speeds are way below the guaranteed minimum
- Faults go unresolved for weeks
- The router or equipment is faulty and not replaced
What is the ombudsman for broadband providers?
If your internet provider (ISP) isn’t helping (or your complaint drags on for more than 8 weeks) you can take it to the ombudsman.
Every broadband provider must be part of an ADR scheme:
- CISAS (run by Centre for Effective Dispute Resolution)
- Ombudsman Services: Communications
Check with your provider (or Ofcom’s website) to see which scheme applies. You’ll need to:
- Complain to your provider first
- Wait up to 8 weeks, or get a deadlock letter if they can’t help
- Then escalate your complaint to the ombudsman
The ombudsman’s decision is legally binding for your service provider — and using the scheme is completely free.
Overcharged or misled by your provider?
Being overcharged on your broadband bill
You can claim a refund for any overpayment. Contact customer services and explain that you think you’re paying too much. If it’s still not resolved to your satisfaction after this, you’ll need to pursue an official complaint.
But before you get in touch with your provider, check your emails and any post to ensure you haven’t overlooked a price rise.
Find out more about annual price hikes in our guide to broadband price increases.
Misleading advertising
The Advertising Standards Authority (ASA) and the Committee of Advertising Practice (CAP) have rules to make sure broadband ads are honest — including around speed and pricing. Advertised headline speeds, or ‘up to’ speeds, must be consistently achievable by at least 10% of the service's customers. You can submit a complaint online if you feel you’ve been misled.
If you believe you were mis-sold a service:
- Complain to the provider
- Report the issue to the ASA
- Escalate to the ombudsman if you’re not satisfied
When else can I cancel broadband without penalty?
Outside the cooling-off period, you may be able to cancel for free in these situations:
1. Slow speeds
If the service is much slower than promised and not fixed, especially if your provider is part of the Ofcom speed code.
2. Mid-contract price hikes
Providers must give you at least 30 days’ notice if they raise prices. You can leave penalty-free during this time.
For more help and advice on internet price hikes, visit our guide to broadband price increases in 2025.
3. Moving home
If your provider doesn’t offer service at your new address, they may allow you to cancel. This is at their discretion, so check first.
Find out more in our 'guide to broadband and moving home'.
4. Complaint resolutions
Sometimes, after a complaint, providers offer a chance to cancel early - but get this in writing.
5. Bereavement
Most providers will cancel a contract without charge if the account holder has passed away. You’ll need to show a death certificate.
What if my broadband doesn’t get fixed?
You may be eligible for automatic compensation if your provider has signed up to Ofcom’s scheme. You’ll be compensated for:
- Service delays
- Missed engineer visits
- Faults not repaired on time
Compensation is usually credited to your bill within 30 days.
For more helpful advice, read our guide to automatic compensation.
What can I do if my Wi-Fi router is faulty or outdated?
Your provider should replace a broken router for free. Just contact support and be ready to run through some basic tests first.
If your router is just old, and you're after an upgrade, some providers will send a better one for free or a small charge - especially if you’ve been a long-time customer.
You can also use your own router, but support may be limited.
Broadband contract joint accounts and shared homes
Broadband accounts usually have one named account holder. This person is legally responsible for the contract - including all bills and potential legal issues.
Some providers let you add a third-party contact, but they won’t split billing or responsibility.
Think carefully before signing up as the named account holder in a shared home.
How to complain about your broadband
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Talk to your provider – Start with customer service. They might solve it right away.
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Submit a written complaint – Email or write, explaining your issue and what resolution you want.
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Ask for escalation – If unresolved, ask for a more senior team to step in.
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Request a deadlock letter – If you can’t agree, this letter confirms you’ve reached a stalemate.
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Contact the ombudsman – After 8 weeks or with a deadlock letter, you can escalate your complaint.
More help for raising complaints after your broadband cooling-off period is available in our dedicated guides:
- Automatic compensation: what you’re owed and how to claim it
- Cancelling broadband contracts
- Broadband price rises and your rights
- How to speed up slow broadband
- Understanding internet throttling
Still stuck? Or simply want to vent? Sign up to join our helpful broadband community and get friendly help and advice from fellow customers.
Finding a new service
Don’t forget, if you’ve been successful in terminating your contract because of issues, or you’re near the end of your minimum contract, you can find the best broadband deals and switch providers easily using Broadband Genie’s postcode checker.
Try entering your address to find the best packages and providers to switch to.