What is net neutrality?

• Under EU rules, which came into effect on 30 April 2016, broadband providers must treat all internet traffic on their networks equally, and must not give preferential treatment to certain sites or services.
• Your provider must not block access to, slow down (‘throttle’), or discriminate in other ways between internet traffic on its network unless it is necessary for it to: comply with its legal obligations; protect the security of its networks; or manage congestion in exceptional and temporary situations which might include service outages or emergencies beyond its control.
• Your provider must not manage its internet traffic to gain commercial advantage – for example, it must not redirect you away from a website, to one it’s affiliated with, or slow down the services of rival organisations.
• Your provider may, however, use reasonable measures to manage its internet traffic, to ensure its network runs efficiently. But your provider must be absolutely clear and transparent about its traffic management policy and practices. These measures must be based on technical quality of services reasons, and cannot be used for longer than necessary.

• Your provider is required to explain its approach to traffic management in your contract and must also publish this information. Providers must tell customers about:
• how its traffic management policies could impact on the quality of your internet service and privacy;
• how any data caps, speed, and other quality of service measures impact on its internet service;
• minimum, normally available, maximum and advertised download/upload speeds of its internet services, and how you might experience significant differences from the advertised speeds; and
• what redress you can seek, if your internet experience differs from that promised to you in your contract.

There are a number of reasons why the speed or quality of your internet connection may not be performing to the level you expect. These include:

• the line that provides your internet connection to your home could be damaged;
• the device you are using to access the internet may not be set up correctly;
• the quality of your mobile phone signal and whether you are indoors or outdoors;
• performance issues with your internet router or hub (for example Wi-Fi interference); or
• faults that relate to specific content providers or their applications.

Ofcom has a broadband and mobile checker app which can quickly test the performance and speed of your broadband or mobile connection, and provide tips on how to improve your internet connection.

Further information on broadband faults and practical tips for improving your broadband speed is available.

• If you are concerned about your broadband provider’s net neutrality policy, or how it is applying it in practice, you should raise a formal complaint with your provider. Details should be available through their website or customer services.
• More information on how to complain about a problem with your broadband is available.
• You can also complain to Ofcom. We cannot process or take action over individual complaints but we use complaints data to help us identify cases where enforcement action may be required. Our complaints data can also highlight problem areas where other regulatory action may be appropriate, such as the introduction of new rules to protect consumers and/or businesses.