Broadband & telecoms guides

Choosing the Right Broadband Package

• ADSL, FTTC, FTTP options
• Speed tiers from 10 Mbps to 1 Gbps
• Contract lengths vary
• Check minimum guaranteed speeds
• Compare total cost including rises

Understanding Broadband Speeds

• Speed is measured in Mbps (megabits per second)
• Download and upload speeds differ
• Latency affects gaming and video calls
• More speed does not always mean better WiFi
• Households often overestimate speed needed

Fibre Broadband Explained

• FTTC uses fibre to the cabinet, then copper to your home
• FTTP (full fibre) uses fibre all the way to your property
• Full fibre is faster and more reliable than copper-based broadband
• Advertised speeds differ from minimum guaranteed speeds
• Installation requirements vary depending on property type

Business Broadband Explained

• Business broadband offers stronger reliability commitments
• SLAs may guarantee faster fault repair
• Upload speeds and static IPs often included
• Contracts may be longer
• Prices are typically higher than residential

Mesh Wi-Fi

• Mesh improves coverage, not line speed. It can't make your broadband faster than the line you pay for.
• It uses two or three points around the house that act as one network, and your phone moves between them on its own.
• Test first: plug a laptop into the router with a cable. If that's fast and the far rooms are slow, the Wi-Fi is the problem.
• Where you can, link the points with a cable. It beats a wireless hop between them.
• Ask your provider before you buy: some include extra points or offer them cheaply.

Data-Only SIMs Explained

• No calls or texts included
• Used in tablets, routers, dongles
• Available on monthly or long-term contracts
• 4G and 5G options
• Check fair usage policies

eSIM Explained

• eSIM is embedded SIM technology
• No physical SIM required
• Allows multiple network profiles
• Ideal for travel and switching
• Not all devices support eSIM

Phone Financing & Upgrade Contracts Explained

• Handset cost often financed over 24–36 months
• Total cost higher than buying outright in some cases
• Early exit can trigger remaining handset payments
• SIM-only often cheaper long term
• Upgrade schemes vary by provider

International Calling Charges Explained

• International calls are charged separately from roaming
• Landline and mobile rates differ significantly
• Calls outside Europe can be expensive
• Add-on bundles may reduce cost
• VoIP and internet calling alternatives may be cheaper

Roaming Charges Explained

• Roaming charges apply when using your phone abroad
• EU free roaming is no longer guaranteed
• Data usage can be expensive outside allowances
• Fair use limits often apply
• Always check your provider before travel

Broadband speed guarantees

• Providers that have signed Ofcom's code must give you a minimum guaranteed speed for your line before you buy, plus an estimate of the speed at busy times.
• If your speed falls below the minimum, they have 30 days to fix it.
• If they can't, you can leave without an exit fee, including a phone line or TV bundled with the broadband.
• The guarantee covers the line into your home, not your Wi-Fi, so test with a cable before you complain.
• Signed up: BT, EE, NOW Broadband, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media and Zen Internet.

VoIP & Landline Switch-Off Explained

• The old copper landline network is being retired
• All landlines will move to digital VoIP
• Phones will connect via your broadband router
• Power cuts may disrupt service without backup
• Vulnerable users must be offered additional support

UK Digital Switchover Timeline

• PSTN retiring by 2025
• Copper lines replaced by digital networks
• Broadband required for landlines
• Fibre rollout expanding nationwide
• Vulnerable customer support available

Satellite Internet Explained

• Delivered via satellite dish
• Available in remote areas
• Higher latency than fibre
• Often more expensive
• Installation required

Social Tariffs Explained

• Social tariffs are discounted broadband or mobile plans for people on qualifying benefits
• Prices are significantly lower than standard contracts
• Most social tariffs have no mid-contract price rises
• Speeds are typically sufficient for everyday use
• You can switch to or from a social tariff without penalty

Troubleshooting Common Broadband Problems

• Restarting equipment fixes many issues
• WiFi problems are often signal-related, not line-related
• Use wired tests to check true line speed
• Check service status before contacting provider
• Providers must meet minimum speed guarantees in many cases

Contact your broadband provider

Phone numbers, opening hours, complaints, ADR schemes and social tariffs, checked against provider websites.

Mid-Contract Price Rises Explained

• A price rise inside your minimum term is allowed if the contract says so
• Contracts signed from 17 January 2025 must state any rise in pounds and pence
• Older contracts can still carry a rise worked out from an inflation figure
• An unspecified change means 30 days' notice and the right to leave
• Your provider must warn you before the term ends

When your broadband deal ends

The price you signed up for usually lasts 12 to 24 months. After that most providers move you to their standard price, and they don't have to ask.