UK broadband below minimum speed: complaints and leaving your contract
Your minimum guaranteed speed matters more than the headline average. Find the commitment your provider gave you before choosing a complaint route.
When this helps
- Your home internet service is in UK.
- A persistent fault or speed problem remains unresolved.
Find your minimum guaranteed download speed
Look in your order confirmation and contract. Record the minimum, the address-specific estimate and any measurement conditions.
Under Ofcom’s voluntary broadband speeds code, participating providers give a minimum guaranteed speed. A Wi-Fi test alone may not measure that commitment.
Give the provider the evidence and a chance to fix it
Report the speed problem and keep the reference and date. Follow the provider’s requested diagnostics and retain the results.
Ofcom says you may be able to leave without penalty if the speed remains below the minimum and cannot be fixed within 30 calendar days.
Check the provider’s code participation and the conditions applying to your service. Do not treat every slow result as an automatic cancellation right.
When can you use independent dispute resolution?
Make a formal complaint through your provider. Eligible unresolved complaints can go to its approved ADR scheme after six weeks, or earlier with a deadlock letter.
Ofcom does not resolve individual complaints. Use the provider’s complaints code to identify its approved scheme.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Sources
Checked on 3 November 2026.