Statement: Updating and clarifying customers’ right to exit contracts for broadband services
- Start: 11 May 2022
- Status: Statement published
- End: 22 June 2022
Ofcom has voluntary codes of practice on broadband speeds for residential and business customers, giving them the right to exit their broadband contract and bundled services, without penalty, if their download speed falls below the minimum guaranteed speed they were offered by their provider.
In May 2022, we published a consultation on updating these codes so the right to exit that applies to broadband and other bundled services is in line with Ofcom’s revised General Conditions of Entitlement (revised GCs).
Having reviewed the responses to our May 2022 consultation and taken them into account, we have decided to update the codes, with these updates coming into force on 21 December 2022.
Main documents
Supporting documents
Older documents
We have revised the existing broadband speeds codes to make improvements. The four key changes are:
- Improved relevancy of speed estimates by reflecting peak time speeds
- Providing a minimum guaranteed download speed at the point of sale
- Improving the process of the right to exit
- Widening the scope of the codes to cover all technologies
The codes will apply to broadband purchases from 1 March 2019 (services bought before this date will still be subject to the existing codes detailed below)
You can read more about these changes in the new broadband speeds codes of practice. We've also published a guide for consumer on the broadband speeds codes of practice.
Currently, the following ISPs have signed up to the new codes:
Residential
- BT
- EE
- PlusNet
- TalkTalk
- Utility Warehouse
- Virgin Media
- Zen Internet
Business
- BT
- Daisy
- TalkTalk
- Virgin Media
- XLN
ISPs who wish to sign up to the codes or have any questions about becoming a signatory should email kafayat.ayofe-hall@ofcom.org.uk and matthew.thomas@ofcom.org.uk.
The Voluntary Business Broadband Speeds Code of Practice aims to provide business customers purchasing standard business broadband services with transparent and accurate information on their broadband speeds.
The Code is a voluntary commitment from the Internet Service Providers who are signatories to the Code. They undertake to provide accurate and transparent speed information on standard business broadband services at point of sale, manage business customers' speed-related problems, and allow customers to exit the contract without penalty if speeds fall below a minimum threshold.
Current signatories to the Code are:
- BT Business
- Daisy Communications
- KCOM (Hull business)
- Talk Talk Business
- Virgin Media
- XLN
- Zen
Voluntary Business Broadband Speeds Code of Practice (PDF, 143.0 KB)
Under the voluntary code of practice on broadband speeds, Internet Service Providers (ISPs) agree to give clear information on broadband speeds to consumers when they consider or buy a home broadband service, and to provide redress when speeds performance is poor. Ofcom and ISPs have agreed a revised code which came into effect on 1st October 2015.
Links to the revised code, and a plain English guide for consumers are provided below.
Current signatories to the code are:
- BT
- Sky
- Virgin Media
- KC
- EE
- Plusnet
- Talk Talk
- Vodafone
- Zen Internet
Download a print version of the Voluntary Code of Practice: Residential Broadband Speeds (Updated) 2015 (PDF, 112.3 KB)
The 2015 Code is the up-to-date version of the Code, currently in force. For a previous version of the Code and signatories, please see Voluntary Code of Practice: Residential Broadband Speeds 2010 .
Ofcom believes that this Code is appropriate as a voluntary and self-regulatory measure. Whilst recognising that speed is not the only criterion on which consumers base their broadband purchasing decisions, the objective of the Code is to increase the overall standard of information on broadband speeds – and other relevant metrics – that should be made available to consumers at point of sale to help them make more informed choices of service products offered in the broadband market.
Voluntary Code of Practice: Residential Broadband Speeds 2010 (PDF, 54.1 KB)
