£Take the CashBack Challenge

Help and support

Let us help you find what you're looking for

Frequently Asked Questions

What's the Broadband Speeds Code of Practice?

Introduced in 2010 by Ofcom, the code was set up to make sure people get clearer information about the speeds on any broadband service they’re thinking about buying. It’s also designed to protect consumers when the speeds they receive don’t match up to what they were promised before buying.

Ofcom and all the Internet Service Providers agreed on a new version of this code, which came into effect on 1 October 2015.

What does the code apply to?
What does it mean for our members?
What speed estimates will I get when signing up for Broadband?
Are there any conditions?
How we work out your speeds
Different types of broadband speed
What can affect the broadband speed I get?
How can I check my broadband download/upload speed through my router?
How can I test the speed of my broadband connection?
What should I do if I have a problem with my broadband speed?
Where can I find your traffic management policy?
Can I see a copy of the Code of Practice?

Was this answer helpful?

The content on our site is provided for general information only. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.