Broadband Contract Rights: Your Rights Under UK Law

Signing a broadband contract means you are making a deal with your broadband provider for a certain period. Many broadband customers in the UK face issues. These issues can be slow speeds, high prices, poor service, and early termination fees.

Knowing your rights in a broadband contract can help you battle unfair practices. It can also let you cancel without any penalties. You can ask for compensation if your provider fails to deliver the service you agreed on.

Understanding Broadband Contracts in the UK

What is a Broadband Contract?

A broadband contract is a legal agreement that you make with your internet service provider (ISP). This document explains:

• The contract will tell you how long the service will continue.
• It will mention the broadband speed promises made under the European Electronic Communications Code (EECC).
• There will be details about costs if you decide to end the contract early, before the minimum term.
• You will also see information about price hikes and their effects on your current contract.
• Finally, you should know your rights if the provider does not give you the service they promised.

Key UK Laws Protecting Broadband Customers

Many laws and rules protect broadband users from unfair practices and poor service.

If your broadband provider does not follow these rules, you can make a complaint. You can also end your contract without facing any penalties.

Your Rights When Signing a Broadband Contract

1. Cooling-Off Period: Cancelling Within 14 Days

Under the Consumer Contracts Regulations 2013, customers can choose a broadband deal online, by phone, or from a salesperson at their door. Once you sign up, you have 14 days to change your mind. In this period, you can cancel your contract without any fees.

When Does the Cooling-Off Period Apply?

✅ You signed up online or over the phone—this includes new broadband customers switching providers.

✅ You changed your mind within 14 days and no longer want the service.

✅ The provider failed to disclose key terms (e.g., speed guarantees, installation fees, or price increases).

When Does the Cooling-Off Period Not Apply?

❌ You signed up in-store—the cooling-off period only applies to distance sales (online, phone, or door-to-door sales).

❌ You’ve already started using the service—some providers may charge for usage if broadband has been activated.

❌ You signed a business broadband contract—business customers have different cancellation rights.

How to Cancel During the Cooling-Off Period

1. Call, email, or chat with your broadband provider.
2. Tell them you are cancelling due to the Consumer Contracts Regulations.
3. Request a written confirmation of your cancellation and any refund they owe you.
4. If necessary, return any equipment like routers and cables.

Tip: If you cancel during the cooling-off period, you will receive a full refund. This covers all installation fees.

2. Right to a Minimum Broadband Speed

Under the European Electronic Communications Code (EECC) and Ofcom’s voluntary code, broadband providers must:

• Provide a minimum guaranteed broadband speed when you sign up.
• Allow you to cancel penalty-free if speeds are significantly lower than promised.

What to Do If Your Broadband Speed is Below the Guaranteed Minimum

If your broadband speed is not as fast as promised, you can:

• Call your provider’s customer service team to discuss the issue.
• Request a speed increase within 30 days. Your provider must attempt to solve it.
• If they fail to fix it in time, you can cancel without paying early termination fees.

Example: If Virgin Media promises you 100 Mbps but you only receive 30 Mbps, you may be able to cancel your contract without paying any fees. This is based on Ofcom rules.

3. Other Circumstances Where You Can Cancel Due to Service Issues

• Frequent service outages beyond the provider’s control – If your broadband connection keeps dropping, and your provider fails to resolve the issue, you may have grounds for cancellation.
• Failure to install your broadband connection on time – If your provider misses the scheduled installation date, you can cancel and seek compensation.
• Unfair contract changes – If your provider modifies the terms of your contract (e.g., increasing prices or reducing speeds), you may be able to cancel penalty-free.

Tip: Ofcom has a Broadband Speed Code of Practice. This rule applies to major providers like BT, Virgin Media, Sky, Plusnet, and Vodafone. If your internet speed is much slower than what they said, you can cancel your service or request a discount.

How to Challenge Unfair Broadband Practices

1. Unfair Price Increases

Many companies, such as Plusnet, EE, and Virgin Media, increase broadband prices while you are locked into a fixed-term contract. However, the Consumer Rights Act says that if the price hike was not clearly stated in the fine print, you can cancel for free.

2. Misleading Contract Terms

Some broadband providers have unclear small print about:

• Bandwidth limits can come with speed restrictions that you might not notice.
• There are price increase clauses that could raise your costs while you are under contract.
• Extra fees may apply for routers, landlines, or TV packages.

Under the Consumer Rights Act, you can challenge any confusing words in the fine print. You can do this through an alternative dispute resolution scheme.

Tip: Always check the small print before you sign a new broadband deal. This will help you avoid surprises later.

What to Do If Your Broadband Provider Breaks the Contract

If your broadband provider does not meet their contract promises, you have the right to:

• Contact the provider’s customer service team.
• Request a deadlock letter if the issue is still not resolved after 8 weeks.
• Take the case to an alternative dispute resolution (ADR) scheme.

Which ADR Scheme Handles Broadband Complaints?

Tip: Broadband customers in England, Scotland, and Northern Ireland can use free ADR schemes. These schemes help settle problems without needing to go to court.

How to Cancel Your Broadband Contract Without Paying a Fee

You can cancel without penalty if:

• Your broadband speed is below the guaranteed level.
• Your provider raises prices mid-contract without clear terms.
• Your service has repeated outages affecting usability.
• You are a vulnerable consumer and your provider refuses to offer a fair contract.

If your provider won’t allow you to leave, you can file a formal complaint to:

• The Communications Ombudsman.
• Ofcom, which keeps an eye on things.
• A method to solve problems called Alternative Dispute Resolution (ADR).

Tip: If you need to cancel, always ask for proof in writing. You can request this by email or text message. This will help you avoid problems with billing later.

How to Identify Unfair Terms in Your Broadband Contract

Many customers don’t realise that some broadband contracts may have unfair or misleading terms hidden in the fine print. If you understand the unfair trading regulations and how they apply to broadband deals, you can stand up to unreasonable contract terms.

Key Signs of Unfair Terms in Broadband Contracts:

• Automatic contract renewals without proper notice.
• Sudden price hikes without clear terms in your broadband contract.
• Early termination fees that are too high and not properly justified.
• Broadband speed promises that are not achievable.

Tip: The Consumer Rights Act protects broadband customers from unfair practices. If you notice any of these issues, you can challenge the contract or file a formal complaint.

What to Do If Your Broadband Provider Refuses to Cancel Your Contract

Sometimes, a broadband provider does not let customers leave a contract early. This happens even when they have good reasons to do so.

Steps to Take If Your Provider Won’t Let You Cancel:

• Check your contract to find your cancellation rights.
• Contact your broadband provider’s customer service team and request a deadlock letter.
• Take action by reaching out to an Alternative Dispute Resolution (ADR) service, like CISAS or Ombudsman Services.
• If the provider continues to use unfair contract terms, report it to Ofcom.

If Virgin Media will not let you cancel your service after a price increase, you can fight back. You can refer to Ofcom’s code of practice to help you in this situation.

How Broadband Customers in Northern Ireland, Scotland & England Are Protected Differently

Consumer rights for broadband vary by area in the UK. This is especially true in Northern Ireland, Scotland, and England.

Regional Differences in Broadband Consumer Rights:

• Northern Ireland: Broadband customers get more help because of local telecom rules.
• Scotland: Consumers can reach out to Scottish consumer protection groups if their broadband provider does not follow the rules.
• England: They follow Ofcom’s national rules. Consumers can also take disputes to local ombudsman schemes.

Tip: If your broadband provider is not following the UK rules, you should report them to Ofcom, no matter where you are.

How to File a Complaint with Your Broadband Provider’s Ombudsman Service

If your broadband provider does not pay attention to your complaint or does not offer a good solution, you can reach out to an ombudsman service.

Steps to File a Complaint with the Broadband Ombudsman:

• First, send a formal complaint to your broadband provider’s customer service team.
• If your complaint isn’t solved in 8 weeks, ask for a deadlock letter.
• Next, pick the right ombudsman service. You can choose between Ombudsman Services or CISAS.
• Then, submit your complaint online. Include supporting documents like emails and speed test results.
• Lastly, wait for a resolution. The ombudsman’s decision is final and your broadband provider must follow it.

If Plusnet doesn’t solve your problem, you can go to the Ombudsman Services: Communications. They will provide a final answer.

How to Use Ofcom’s Voluntary Code to Challenge a Broadband Provider

Ofcom has a code of practice that big broadband providers must follow. This code helps to make sure that broadband customers are treated fairly. It also supports customers when they have problems with broadband.

• Broadband speed guarantees.
• Mid-contract price increases.
• Unfair trading regulations and misleading advertising.
• Contract terms that disproportionately favour the provider.

If your broadband provider does not follow Ofcom’s voluntary code, you can report them to Ofcom. They will act on your complaint.

Tip: The code of practice is meant for all major ISPs. This includes Virgin Media, Plusnet, BT, Sky, and TalkTalk.

Protect Yourself from Unfair Broadband Contracts

Understanding your broadband contract rights helps you:

• Challenge unfair price increases.
• Cancel penalty-free if speeds are too slow.
• Avoid misleading contract terms in the small print.
• Use Ofcom’s voluntary code to demand better service.
• Seek compensation through ADR schemes if necessary.

If you think your broadband provider is not treating you well, you should file a complaint. You can also look for a better deal.

FAQs About Broadband Contract Rights