When you order broadband, you are given several speed figures: a maximum speed, a normally available speed, a minimum speed and an advertised speed. They are easy to skim past, but they matter. They tell you what to expect from your connection and what you can do if it falls short.
This guide explains what each figure means, how Ofcom's voluntary speeds code works, and how to test your connection properly before you raise a problem.
Why your contract lists several speeds
The Open Internet Regulation, which remains part of UK law, requires broadband contracts for fixed lines to explain the minimum, normally available, maximum and advertised speeds for both download and upload. The idea is simple: you should know what you are buying before you sign.
Maximum speed
The maximum speed is the fastest your connection is expected to reach. You will not always see it, but it shows the upper limit of your package.
Normally available speed
This is the speed you can expect to get most of the time. It is often the most useful figure for comparing packages, because it reflects everyday use rather than the best moment of the day.
Minimum speed
The minimum speed is the lowest speed your provider expects your connection to deliver. It is the figure to look at if your broadband feels slow, because it is the benchmark used when deciding whether something is wrong.
Advertised speed
The advertised speed is the headline figure used in marketing and on price lists. It is useful for a quick comparison, but the normally available and minimum speeds in your contract tell you more about what to expect at your own address.
Ofcom's voluntary Broadband Speeds Code
Alongside the legal rules, Ofcom runs a voluntary Broadband Speeds Code of Practice. Providers that sign it agree to give customers a minimum guaranteed speed, and a right to leave without penalty if the provider cannot fix a speed problem within 30 days. Ofcom's list of signatories includes BT, EE, NOW, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media and Zen.
Not every provider has signed the code. That does not mean they ignore speeds. They still have to state the minimum, normally available and maximum speeds in the contract, and many set out their own remedy if speeds fall short.
How Cyber Fibre handles minimum speeds
We are not a signatory of Ofcom's voluntary code. Our agreements state a minimum speed, but we do not guarantee it. What we do promise is a clear remedy. If your speed is persistently below the minimum in your agreement, tell us and we will investigate. If we cannot fix the problem within 30 days, you can leave without paying an early termination charge.
We think it is better to be clear about this than to use the word guaranteed loosely. Every package shows its speed information before you order, so you can see exactly what you are agreeing to.
How to test your speed properly
Before you report a problem, it is worth making sure your test measures the broadband connection rather than your WiFi. A slow result on a phone in the back bedroom often points to a WiFi issue, not a fault with the line. Our full guide to testing your broadband speed goes into more detail, but the basics are:
- Plug in. Connect a laptop or computer directly to your router with an Ethernet cable.
- Pause other use. Stop downloads, streaming, game updates and cloud backups on other devices while you test.
- Use a reliable test. Our speed test measures download, upload and latency in your browser.
- Test more than once. Run tests at different times of day over several days, including the evening, and keep a note of the results.
- Restart if needed. If results are poor, restart your router and test again before reporting it.
Keeping a simple record of dates, times and results makes it much easier for your provider to investigate. It also shows whether the problem is persistent or just a one off.
If the cable test is fine but WiFi is slow
If your wired results are close to the normally available speed but devices around the house are slow, the problem is likely to be WiFi coverage. Moving the router, using Ethernet for fixed devices or adding mesh can help. Our guide to mesh WiFi and our WiFi page explain the options.
What to do if your speed is persistently too low
- Check your agreement. Find the minimum speed for your package so you know the figure to compare against.
- Gather your results. Use wired tests taken at different times over several days.
- Contact your provider. Explain the problem and share your results. Ask what they will do and how long it will take.
- Allow time to fix it. Under the speeds code, and under our own terms, the provider has 30 days to put things right.
- Know your next step. If the problem is not fixed, you may be able to leave without an early termination charge. If you are unhappy with how your complaint is handled, you can follow your provider's complaints process. Ours is set out in our complaints code.
Choosing the right speed in the first place
Speed problems are sometimes really a mismatch between the package and how a household uses it. Several people streaming, gaming and video calling at once need more capacity than one person browsing. Our speed guide can help you work out what suits your home before you choose.
Check the speeds at your address
Check your address to see the packages and speed information available at your home, including the minimum speed for each one. If you have a question, call our team in Sunderland on 0191 543 3432.