How to Cope with Broadband Outages from UK Providers

What is a Broadband Outage?

A broadband outage means there is a total loss of internet in more than one home or place in the area. This is not like when your router at home does not work. A broadband outage often happens because of bigger issues in the home broadband network, like a problem in the fibre exchange or with national internet connections. These problems are usually looked after by the broadband provider or by Openreach.

You may notice:

• There is no steady blue light showing on your BT Hub or router.
• The white box, modem, or openreach modem do not respond when you try to use them.
• You can’t get on the internet with any devices in your home.

How Common Are Broadband Outages in the UK?

Broadband outages happen often in many places in the UK. Ofcom says that there have been more complaints about how good and steady the service is in the past year. People in the UK keep saying they need better broadband and fewer problems with the connection.

In many parts of the UK:

• There can be outages that last several hours.
• On average, a customer will have more than one interruption each year.
• Some common hotspots for these problems are major cities and places with lots of people or old infrastructure.

For regular checks, Ofcom and companies like Openreach share reports on how good the service is in each area. They also give updates on how the fibre rollout is going.

Why Do Broadband Outages Happen?

1. Network Faults

Disruptions in the phone line or problems with the Openreach cabinet and exchange equipment can lead to major outages for many people.

2. Cable Damage

Broadband cables can be damaged by:

• Construction work or repairs by local utility companies
• Weather can cause problems, like flooding
• Old copper wiring can break and cause equipment to stop working

3. System Overload

High use of the internet, like streaming on Friday nights, can put too much pressure on some parts of the network. This can be a problem in places where there is not much bandwidth.

How Long Do Broadband Outages Last?

If the issue cannot be sorted out over the phone or online, you may need to have an engineer appointment. In this case, the provider must set up an engineer visit. This should happen within a fair amount of time, as expected by Ofcom service rules.

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What If It’s Just Your Home Affected?

If the people around you still have cell service, try these steps:

• Look to see if there is a steady blue light on your hub, modem, or router.
• Make sure the power cable is plugged in.
• Check that the phone line or fibre cable is secure.
• Reboot the router in a controlled way. Switch it off for 10 seconds, then turn it back on.

If the issue persists:

• Use your provider’s troubleshooter tool or app.
• Check the router settings, password, and device connections.
• If needed, report the fault to get an engineer visit.

Can You Prevent Broadband Outages?

You cannot stop the whole network from failing everywhere, but you can lower the chance of problems in your home:

• Use Ethernet connections instead of Wi-Fi when setting up work devices. This makes the connection more stable.
• Try to keep your hub or router in the middle of your space. Put it somewhere that is not blocked by thick walls.
• Do not place the router near things like dimmer switches, microwaves, or TVs. These items can cause problems for the signal.
• Make sure your equipment is up to date. Routers made before April 2021 might not work with the latest fibre technology.
• Check your provider’s cookie policy. This helps you know that your login settings will not reset without warning.

What to Do During an Internet Outage

1. Use Mobile Data

You can connect your laptop to the internet by using your smartphone if your mobile data plan lets you do this. This way, your laptop gets online when you need it for a short time.

2. Check Your Provider’s Network Status

Use postcode checkers on your broadband provider’s website. Some broadband services also give network status updates through their app.

3. Report the Outage

Get in touch with support using your landline number or mobile phone. When you report the fault, you make sure that you are able to get compensation.

Can You Claim Compensation for a Broadband Outage?

Yes, if your broadband or landline stops working, you may get a refund. This is because of Ofcom’s Automatic Compensation Scheme.

Compensation examples:

• You get £9.76 each day if the service is not back up after two full working days.
• They will pay £5 each day if the new service takes longer to start.
• If an engineer misses an appointment, you will get £30.49.

To be able to get help, you have to tell them about the problem and then wait for the needed time. The plan is for faults that happen outside your home, like something wrong that’s not from your router.

What If Your Current Broadband Is No Longer Reliable?

If you’re experiencing:

• If you get a lot of internet outages
• If there are monthly costs that you did not expect
• If the customer support is not good or they do not help you
  …it may be the time to switch your internet provider.

What to do:

• Run a broadband speed test to see how your internet is working now.
• Use Free Price Compare to find broadband deals that give better download speed, a lower standard rate, or a new hub or modem.
• Choose the broadband plan that fits your needs. Do not get extras like a TV bundle if you do not use them.

Changing to a different provider is often fast. You do not always need an engineer visit for this.

Am I Entitled to Compensation for Broadband Outages?

If your home broadband or landline is down and fixing it takes more than two working days, you may get automatic compensation. This means the provider has to give you the money back in your account. You do not have to ask for it. This happens if your provider is part of Ofcom’s Automatic Compensation Scheme.

What Compensation Can I Get?

Note: These amounts go up every year on 1 April because of inflation, as measured by the Consumer Price Index.

When Will I Get Paid?

You will see a credit on your bill within 30 days after:

• Your broadband or landline service is now working again, or it has been cancelled.
• A service that was delayed is now switched on.
• The day when an engineer appointment was missed.

If you are owed compensation, your provider has to apply it on their own. You do not need to contact them again after you report the issue.

What Do I Need to Do?

• Tell your provider about the problem.
• Wait for two full working days.
• If the problem is not fixed by then, your compensation will start to add up on its own.

If your broadband and landline are both not working at the same time, you will get only one payment, not two.

Are There Situations Where I Won’t Get Compensation?

You won’t receive compensation if:

• The problem may be because of the equipment in your home. This could be your router, BT hub, or the power cable.
• If you do not accept or delay an engineer appointment when one is offered to you, this may also be a reason.
• You could have broken your contract or stopped repairs from being done.
• The outage might be due to very bad weather or when someone else damages it.

Providers may stop or limit payments after 30 days. If they do this, they have to give you another good option for the service, or they must keep paying you.

What If I Don’t Receive the Compensation I Expect?

1. Talk to your provider about the issue first.
2. If you still cannot fix the problem after 8 weeks, take it further by going to an independent ADR scheme.
   • You can use CISAS or the Communications Ombudsman.
   • You should ask your provider which of the two they use.

You can also use a monitoring form with Ofcom. This helps them see any bigger service problems across the UK.

Correct as of 05 June 2025

FAQs About Broadband Outages