Broadband below minimum guaranteed speed

Use the evidence, not assumptions

Broadband below minimum guaranteed speed

Report and evidence broadband performance below the point-of-sale minimum guarantee and ask the provider to use the correct resolution/right-to-exit process.

Replace every item in square brackets with your own facts. Delete optional wording that does not apply. Keep the letter focused on what the provider needs to answer.

Editable template

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Subject: Broadband speed complaint: below minimum guaranteed speed: [account]

Dear [provider / complaints team],

My point-of-sale information states:
Package: [name]
Estimated speed: [range]
Minimum guaranteed speed: [speed]

I reported the speed problem on [date], reference [reference]. My wired/Ethernet test results include:
[date/time: result]
[date/time: result]
[date/time: result]

The service remains below the minimum guaranteed speed. Please:
1. confirm the minimum guaranteed speed recorded for my contract;
2. confirm whether my service is covered by your Ofcom Broadband Speeds Code commitment;
3. log/manage this as a qualifying speed problem and carry out the required diagnostics;
4. provide the line/router diagnostic figures you rely on; and
5. if the problem cannot be resolved within the applicable process, confirm my right to exit without penalty where the Code/contract provides it.

Please keep the speed issue distinct from in-home Wi-Fi unless your evidence shows Wi-Fi is the cause.

Yours faithfully,
[Name]

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Related telecom guidance

Telecoms & BroadbandFind the guide that matches the underlying dispute.Evidence indexGive each supporting record a stable reference.Complaint chronologyPut the transaction and complaint in date order.