Broadband Outage Tips: What To Do When Your Internet Is Down

Written by Shay Ramani
Reviewed by Ankit Sureja
8 min read
Updated: 9 Sep 2026
Setting up broadband
Broadband Outage Tips: What To Do When Your Internet Is Down

A broadband outage means a total loss of internet or landline service, not just a slow or unreliable connection, and the single most important thing to do is report the fault to your provider the day it happens. Under Ofcom’s Automatic Compensation Scheme, the repair clock only starts when you report the fault, so an unreported outage earns nothing however long it drags on.

Before you report anything, run three quick checks: restart your router, test on a device wired directly to the router with an Ethernet cable, and check whether there is a known outage in your area. This tells you whether the problem is your home setup, your line, or a wider network fault, which shapes what happens next.

This guidance draws on Ofcom publications and current UK broadband rules, so the steps below reflect the main requirements consumers should follow.

Quick Answer: Broadband Outage Tips

  • Report a total loss of service the day it happens: the Ofcom compensation clock only starts from when you report the fault, so a delay costs you money.
  • Signed-up providers pay £10.34 a day for a total loss of service not fixed within two full working days, £32.31 for a missed engineer appointment, and £6.46 a day for a delayed service start, from 1 April 2026 (Ofcom).
  • Around 91% of UK broadband customers are covered by the voluntary scheme through BT, EE, Plusnet, Sky, NOW, TalkTalk, Virgin Media, Vodafone, Zen, Hyperoptic and Utility Warehouse.
  • Payments arrive as a bill credit within 30 calendar days, and only the named bill-payer can claim.
  • If your provider refuses to pay, you can escalate free to an Ofcom-approved ADR scheme (CISAS or the Communications Ombudsman) after eight weeks or a deadlock letter.

Last updated: August 2026

Written by the Free Price Compare editorial team | Reviewed August 2026

Content in this article

What should you do first when your internet goes down?

Restart your router and wait two minutes before doing anything else, because a power-cycle clears the most common broadband faults. Unplug the router at the wall, leave it off for 30 seconds, then switch it back on and let it fully reconnect. If service does not return, connect a laptop directly to the router with an Ethernet cable and try to load a webpage. A wired device that works when Wi-Fi does not points to a home Wi-Fi problem rather than a line fault. A wired device that still fails suggests the fault is with your line or your provider’s network, which is the point at which reporting it matters. Note the exact date and time the connection dropped, as you will need this if you later claim compensation.

If you work from home, keep a mobile hotspot ready so a short outage does not cost you a full day. Our guide to broadband for home working covers backup options in more detail.

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How do you check for a broadband outage in your area?

Check your provider’s official service-status page first, then use an independent broadband monitor to see whether other people nearby are reporting problems. Every major UK provider runs a status checker that scans your line for faults and flags known outages affecting your postcode. An independent source such as thinkbroadband, which tracks live UK broadband availability and incidents, helps confirm whether a fault is local to you or a wider network issue. Real UK examples show why this matters: a major outage in northern Liverpool followed damage to underground cables, and a separate TalkTalk DNS fault left many customers unable to reach websites while the underlying lines stayed up. A DNS-only fault like that is one you cannot fix at home, so confirming a wider outage saves you time troubleshooting your own kit.

Broadband connection monitor: is it worth setting one up?

A broadband connection monitor is a tool or router setting that logs when your line drops and reconnects, and it is worth using if your service disconnects repeatedly. Many modern routers record connection statistics you can view in the admin settings, and a persistent log of drop-outs gives your provider hard evidence to investigate an intermittent fault. If your connection keeps failing rather than dropping once, ask your provider to monitor the line and read your router stats, as recurring disconnections often trace to a line fault Openreach can repair.

How do you check for a broadband outage in your area

Can you claim broadband outage compensation?

Yes, you can claim broadband outage compensation automatically if your provider has signed up to Ofcom’s Automatic Compensation Scheme and your total loss of service is not fixed within two full working days of being reported. From 1 April 2026, according to Ofcom, signed-up providers pay £10.34 a day for a delayed repair, £32.31 for a missed or short-notice cancelled engineer appointment, and £6.46 a day for a service that starts later than promised. Ofcom updates these rates each April in line with inflation, so check the current figure before you claim. The scheme is voluntary but covers roughly 91% of UK broadband customers through BT, EE, Plusnet, Sky, NOW, TalkTalk, Virgin Media, Vodafone, Zen, Hyperoptic and Utility Warehouse. Payments arrive as a credit on your bill within 30 calendar days, and only the named bill-payer can claim.

Problem Ofcom compensation (from 1 April 2026)
Total loss of service not fixed within two full working days Around £10.34 for each further day it stays broken
Missed or short-notice cancelled engineer appointment Around £32.31 per appointment
New service starts later than the promised date Around £6.46 for each day of delay

Figures are indicative and may change. Ofcom re-rates them each April.

What counts as a total loss of service?

A total loss of service means no internet access at all, or a landline that cannot make or receive calls, rather than a connection that is merely slow or intermittent. A flaky or throttled connection does not qualify for automatic compensation, even when it is frustrating. If both your broadband and landline fail at the same time, you receive one payment rather than two. Compensation also does not apply where the loss results from your own action, such as an unpaid bill, or where you refuse reasonable access for a repair.

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How do you report a broadband fault the right way?

Report the fault to your provider on the day it starts, using the phone, app or web chat, and ask for a fault reference number every time. The compensation clock under Ofcom’s scheme only begins when you report the loss of service, so reporting late shortens what you can claim. Give the exact date and time the service dropped and describe the checks you have already done, such as restarting the router and testing on a wired device, so the provider can move straight to diagnosing the line. Keep a written record of every call, the fault reference, and any promised repair or appointment date. If your provider books an engineer and then misses the appointment without at least 24 hours’ notice, that alone triggers a separate £32.31 payment from 1 April 2026 (Ofcom). Persistent problems and how providers rank on service are covered in our summary of the latest Ofcom broadband complaints data.

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What can you do if your broadband is slower than promised?

Broadband slower than promised is treated differently from an outage: it does not qualify for automatic compensation, but it may give you a right to leave your contract penalty-free. When you sign up, providers must give you a minimum guaranteed download speed. If your actual speed drops below that figure and the provider cannot fix it within a set period, Ofcom’s voluntary speed code lets you exit the contract without an early-exit fee. Start by running several wired speed tests at different times of day and keeping the results. Then report the slow speeds to your provider and give them the chance to investigate, as many slowdowns trace to Wi-Fi interference, an old router or congestion rather than the line itself. Our guide to getting the right broadband speed explains how to match a package to how your household actually uses the connection.

What can you do if your broadband is slower than promised

Can you complain to Ofcom about your broadband provider?

You cannot get Ofcom to resolve an individual complaint directly, because Ofcom regulates the industry rather than handling personal disputes. If your provider fails to fix a fault or refuses compensation you are owed, the free escalation route is an Alternative Dispute Resolution (ADR) scheme. Every UK broadband provider must legally belong to one of two Ofcom-approved schemes, CISAS or the Communications Ombudsman, which act as independent adjudicators. You can take a complaint to ADR once eight weeks have passed since you first raised it, or sooner if the provider issues a deadlock letter. Reporting a pattern of poor service to Ofcom still has value, though, because Ofcom uses complaint volumes to police providers: broadband complaints fell to an all-time low of six per 100,000 customers in Q1 2026, with faults, service and provisioning accounting for 40% of them, according to Ofcom (July 2026).

How do you stay connected during a broadband or power outage?

Keep a charged smartphone with mobile data ready to use as a hotspot, because it is the fastest fallback when your fixed broadband fails. A mobile hotspot tethers a laptop or tablet to your phone’s 4G or 5G signal, which is enough for email, calls and light work during a short outage. For a power cut specifically, remember that fibre routers and cordless home phones need mains electricity, so they stop working when the power does. A modern smartphone still works on the mobile network during a power cut as long as it is charged, and Ofcom requires providers to offer a free solution, such as a battery backup unit, to customers who rely solely on their landline and would otherwise be unable to call 999. Keeping a power bank, a wired old-style phone that draws power from the line where still available, and a battery or wind-up radio for updates all help a household ride out a longer outage.

What do you do when you work from home and the internet goes down?

Switch to a mobile hotspot immediately, tell your team you are on backup connectivity, and report the fault to your provider in parallel so the compensation clock starts. A tethered 4G or 5G connection handles most video calls and cloud tools well enough to keep working, though heavy uploads may struggle. For anyone who cannot afford downtime, a router with built-in 4G failover automatically switches to a mobile backup SIM the moment the fixed line drops, restoring service without you touching anything. Several providers now include this on their premium home packages, and it is worth weighing up if a lost connection means a lost day’s pay.

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When is it worth switching provider after repeated outages?

Switching provider is worth considering once a fault becomes a pattern rather than a one-off, especially if repairs keep failing or the same problem recurs every few weeks. Under One Touch Switch, changing broadband provider is now handled largely by the new provider, and many customers have used it since launch. Before switching, check what is actually available at your postcode, as full fibre and gigabit-capable broadband now reach most UK homes and premises, according to Ofcom’s Connected Nations update. A full fibre (FTTP) line runs from the exchange to your home without the ageing copper that causes many intermittent faults, so moving to it can improve reliability. Our walkthrough of the One Touch Switch process and the broadband installation steps explain what to expect.

When is it worth switching provider after repeated outages

FAQs about broadband outage

Do I get money back automatically if my broadband goes down?

If your provider is signed up to Ofcom’s Automatic Compensation Scheme, you receive payments without having to ask, provided the fault is a total loss of service and it is not fixed within two full working days of being reported. From 1 April 2026 that is £10.34 for each further day the service stays down. The payment appears as a credit on your bill within 30 calendar days. You must still report the fault on the day it happens, as the compensation clock only starts from the report.

How long does my broadband have to be down before I get compensation?

Your broadband must be a total loss of service for more than two full working days from when you report it before daily compensation starts. Weekends and bank holidays do not count as working days. Once past that point, a signed-up provider pays for each additional day the service stays down, at £10.34 a day from 1 April 2026. A slow or intermittent connection does not count as a total loss and is not covered.

Which broadband providers are in the Ofcom compensation scheme?

The scheme is voluntary, but most large UK providers have joined, including BT, EE, Plusnet, Sky, NOW, TalkTalk, Virgin Media, Vodafone, Zen, Hyperoptic and Utility Warehouse. Together they cover roughly 91% of UK broadband customers. If your provider is not signed up, you can still complain and may be able to claim compensation through your provider’s own complaints process or an Ofcom-approved dispute scheme.

Can I complain to Ofcom about my broadband provider?

Ofcom does not resolve individual complaints, as it regulates the industry rather than acting as a complaints handler. To get a personal dispute resolved, escalate to an Ofcom-approved Alternative Dispute Resolution scheme, either CISAS or the Communications Ombudsman, once eight weeks have passed or you receive a deadlock letter. Reporting poor service to Ofcom still helps, because it uses complaint volumes to hold providers to account.

What should I do if my broadband is slower than promised?

Run several wired speed tests at different times and compare the results with the minimum guaranteed speed your provider gave you at sign-up. Report the slow speeds and give the provider a chance to fix them. If actual speeds stay below the guaranteed figure and cannot be resolved within the set period, Ofcom’s voluntary speed code lets you leave the contract without an early-exit fee. Slow speeds do not qualify for automatic compensation.

How do I check whether there is a broadband outage in my area?

Check your provider’s official service-status page using your postcode, then cross-check with an independent broadband monitor to see if others nearby are affected. If a wider outage is confirmed, there is no fault at your end to fix and you simply need to wait for the network repair. If nothing is reported, the problem is more likely your own line or router, which is worth troubleshooting before reporting.

Will my phone work during a power cut?

A charged mobile phone works during a power cut because it runs on the mobile network, not your home electricity. Fibre routers and cordless home phones stop working when the power goes off, so they cannot make calls during an outage. If you rely only on a landline, Ofcom requires your provider to offer a free solution, such as a battery backup unit, so you can still call 999 in an emergency.

Can I claim compensation if the engineer misses the appointment?

Yes, a missed or short-notice cancelled engineer appointment triggers a separate compensation payment of £32.31 from 1 April 2026 under Ofcom’s scheme. This applies when the provider cancels with less than 24 hours’ notice or the engineer simply does not turn up. Keep a record of the appointment date and any confirmation you received, as it supports your claim.

What happens if my broadband has been down for weeks and my provider won’t help?

Keep reporting the fault formally, log every call with a reference number, and note the dates. If the fault remains unresolved after eight weeks, or your provider issues a deadlock letter sooner, escalate free of charge to the Ofcom-approved dispute scheme your provider belongs to, either CISAS or the Communications Ombudsman. The adjudicator can order a resolution and additional redress on top of any automatic compensation you are already owed.

How can I keep working from home if my internet suddenly goes down?

Switch to your phone’s mobile hotspot straight away so you can keep using email, calls and cloud tools on 4G or 5G, then report the fault to your provider in parallel. For work that cannot tolerate downtime, a router with built-in 4G failover automatically switches to a backup mobile SIM the moment the fixed line drops. Keeping a charged power bank and a backup connection ready turns a potential lost day into a short interruption.

Does my broadband compensation come as cash or bill credit?

Compensation under Ofcom’s scheme is paid as a credit on your bill by default, unless you agree another method with your provider, and it must arrive within 30 calendar days. Only the named bill-payer can receive it. If a credit does not appear within that window, contact your provider and, if still unresolved, escalate to the relevant dispute scheme.

Is it worth switching provider after repeated outages?

Switching is worth considering when outages become a recurring pattern rather than a single incident, particularly if repairs keep failing. Moving to a full fibre (FTTP) line removes the ageing copper that causes many intermittent faults, and full fibre now reaches 82% of UK homes. One Touch Switch means your new provider handles most of the move, so check what speeds and networks are available at your postcode before deciding.

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Information correct as of 11 August 2026. Prices, tariffs, policy details and providers change frequently, so please check the latest details before making a decision. This article is for general information only and does not constitute financial advice. Free Price Compare is authorised and regulated by the Financial Conduct Authority (FCA).

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