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

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Responder name Type
BT (PDF File, 132.3 KB) Organisation
Sky (PDF File, 159.4 KB) Organisation