Broadband

Here's some information about our speed estimates and what they mean to you.

• When will I get a speed estimate?
• How accurate is the estimate?
• Is the speed estimate up to date?
• What can I do if my speed is lower than the estimate?
• What if you don't fix my problem?
• Are there any restrictions to this policy?
• What is the 10th centile?

When will I get a speed estimate?

We will provide a speed estimate for your line when you sign up to our services, change product or move house. The last recorded estimate and your current line profile speed can also be found in the Member Centre.

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How accurate is the estimate?

In most cases the estimated line speed is accurate to +/- 1Mb. Where it's available, we'll also provide an estimated speed range.

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Is the speed estimate up to date?

The line check database which provides the speed estimate is updated constantly. However, if your line is brand new or if you've recently moved house and kept your number, it's possible that the speed estimate is based on the previous physical location of your telephone number. If this is the case you may get an inaccurate speed estimate.

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What can I do if my speed is lower than the estimate?

The first step is to raise a fault to us, via our automated fault checker.

Our specialised faults agents will investigate the issue, and provide advice on the next actions to take. This could be anything from changing your router to sending a broadband engineer to your house to fix the problem.

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What if you don't fix my problem?

If you have a speed problem within the first three months of your service and we cannot fix it we will waive all contractual obligations and allow you to leave us for free. However, it's worth mentioning that in a lot of cases moving to another provider won't fix a speed fault, as often the problem is the limitation of the line itself.

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Are there any restrictions to this policy?

We'd rather you didn't leave, but if you do decide to try another provider we'll waive any cancellation fees providing the following criteria applies:

• You have raised a speed fault within the first 70 days of your service
• Your fault has been open for 14 days or more
• You have given us a chance to investigate and resolve the problem, including access for an engineer if needed
• Your profile speed is at least 1Mb below the provided estimate
• Your profile speed is significantly lower than the estimate provided to you (see below)

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What is the 10th centile?

This is the measure that Ofcom have suggested service providers use to determine what 'significantly lower' means. The 10th centile is based on other customers on the same access technology as your line, and means that your speed is in the bottom 10% of all customers with similar services.

For ADSL1 (up to 6Mb) products the 10th centile is 1,250 kbps.

For ADSL2+ (up to 16Mb) and Fibre (up to 76Mb) products the 10th centile is 2,000 kbps.

This page last updated 15^th May 2012