In the UK, broadband users have specific rights that aim to protect them from unfair practices and provide clarity in the services they receive. It's crucial to know and understand these rights to ensure you're getting the service you deserve.

Please note that this content below is a general guide and is not intended to be legal advice.

1. The Right to Clear Information

  • Transparent Pricing: All costs, including line rental, must be combined and shown clearly in broadband ads.

  • Speed Claims: Advertised “up to” speeds should be available to at least 50% of customers during peak times (8pm-10pm), as per the Advertising Standards Authority’s guidelines.

2. The Right to Cancel

  • Cooling-Off Period: You have a 14-day cooling-off period from the day after your contract starts. If you decide the service isn’t right for you within this period, you can cancel without any penalties.

  • Ending a Contract: If your broadband provider doesn’t deliver the service they promised or increases the price significantly, you can terminate the contract without a fee.

3. The Right to Compensation

  • Automatic Compensation: Some broadband providers have signed up to Ofcom’s voluntary automatic compensation scheme. This means you can get compensation for:
    • Delayed repair following a loss of service
    • Missed appointments
    • Delayed start of a new service

4. The Right to Fair Treatment

  • Complaint Handling: All broadband providers must have a formal procedure for managing customer complaints. If you’re not happy with the response or it’s not resolved within eight weeks, you can escalate the complaint to an independent Alternative Dispute Resolution (ADR) scheme.

5. The Right to Data Privacy

  • General Data Protection Regulation (GDPR): Your broadband provider must protect your personal data under the GDPR. They can’t share it without your permission and must provide clear information about how they use it.

6. The Right to Accessibility

  • Special Services: If you have accessibility requirements, broadband providers must offer priority fault repair, accessible bills and contracts, and other specific services to ensure you can use their services without hindrance.

7. The Right to a Minimum Guaranteed Speed

  • Broadband Speed Guarantee: When signing up, your provider must give you a minimum guaranteed speed. If your broadband consistently falls below this level, you have the right to end the contract penalty-free.


Consumer rights in the UK broadband market are designed to ensure fairness, clarity, and transparency for all customers. If you believe your rights have been violated, it’s essential to raise the issue with your provider. Always keep records of all communications and be persistent in seeking a resolution.

Remember: The above content is a general guide. Always consult with legal professionals or authoritative bodies to ensure accurate and up-to-date information.