What is minimum guaranteed speed?
When you sign up for broadband with us, we’ll provide you with a minimum guaranteed speed. This is the lowest download speed you can expect your broadband service to achieve under normal conditions.
Why do we provide a minimum guaranteed speed?
Broadband speeds can vary depending on several factors, including:
- The type of connection you have
- The distance between your home and the local exchange or cabinet
- Network conditions and demand
Your minimum guaranteed speed ensures you have a clear expectation of the service performance you should receive.
What happens if my speed drops below the guaranteed level?
If your broadband speed falls below your minimum guaranteed speed:
- Contact our support team
- We will run diagnostics and work with you to identify the issue
- We’ll take steps to resolve the problem where possible
This may include:
- checking your line and connection
- troubleshooting your equipment
- liaising with our network or wholesale suppliers
How can I check my speed?
To get an accurate reading of your broadband speed:
- use a reliable online speed test
- connect directly to your router using an Ethernet cable where possible
- avoid running multiple devices during the test