Are You Being Short-Changed on Broadband Speed? Here’s How to Find Out

Is Your ISP Meeting the Speeds You’re Paying For?

Broadband providers often advertise their services with eye-catching claims like “up to 300 Mbps” or “ultrafast fibre.” But are you actually getting the speeds you’re paying for — and if not, what can you do about it?

For most people, the only time they test their internet speed is when something feels off. But speed tests alone won’t tell you whether your provider is consistently delivering the level of service promised in your contract.

This blog breaks down how to check if your ISP is meeting its obligations — and how to build a clear picture of your actual broadband performance.

What Speeds Did You Actually Sign Up For?

When signing up with an Internet Service Provider (ISP), most customers are sold on a headline speed — such as “up to 100 Mbps.” But the reality is usually more complex.

Here’s what to look for in your contract or welcome email:

• Advertised speed (e.g. 100 Mbps)

• Minimum guaranteed speed

• Typical evening speed (Ofcom requires ISPs to disclose this)

• Upload vs. download speeds

It’s the minimum guaranteed speed that really matters. This is the level your provider must deliver under normal conditions — and the basis for any complaints if they fall short.

One-Off Speed Tests Are Simply Not Enough

Using a tool like Speedtest.net or Uswitch can be a good first step, but they only capture a single moment in time. That’s fine for checking general performance, but it won’t help you:

• Spot patterns of slowdowns (e.g. every evening at 7pm)

• Log intermittent outages

• Track dips below guaranteed speeds

ISPs can argue that your service is “fine overall,” even if you're regularly dipping below the threshold — unless you have long-term data to prove otherwise.

How to Tell If You’re Being Short-Changed

You might not need to dive into technical metrics to know something’s wrong. Some simple signs your ISP isn’t meeting expectations:

• Video calls lag or freeze regularly

• Streaming services drop to low resolution

• Web pages hang during normal use

• Speed tests regularly return far lower than advertised speeds

• Internet drops out at the same time each day or week

If any of this sounds familiar, you may not be getting what you’re paying for — and your provider could be in breach of contract.

What Ofcom Says About Speed Guarantees

Under Ofcom’s Broadband Speeds Code of Practice, your provider must:

• Give you a minimum guaranteed speed at the point of sale

• Allow you to exit your contract penalty-free if they consistently fail to deliver that speed, after a reasonable chance to fix the issue

• Inform you of your right to compensation in some cases

But here’s the catch: the burden of proof usually falls on you.

Why Ongoing Monitoring Is the Best Evidence

To hold your ISP accountable, you need long-term, consistent data that shows your speeds falling below the minimum guaranteed level. This is where broadband monitoring tools come in — tracking your connection 24/7 and logging:

• Actual download/upload speeds over time

• Downtime and disconnections

• When your service falls below contracted standards

This kind of evidence is much harder for an ISP to dismiss — and it gives you leverage when negotiating, requesting a fix, or exiting your contract.

What You Can Do Right Now

If you suspect your broadband isn’t performing as promised, here are a few simple steps:

1. Find your contract and look for the minimum guaranteed speed.

2. Run a few speed tests at different times of day to get a baseline.

3. Start tracking your internet performance with a monitoring tool.

4. Keep a record of when issues occur — including screenshots or logs.

5. Contact your ISP and ask them to investigate. Reference your logs if needed.

6. Escalate to Ofcom or your provider’s ombudsman if the problem continues.

If you’re not sure whether your broadband is living up to what was promised, don’t just guess — check. With a clearer understanding of your contract, some simple tracking, and the right tools, you can take control of your connection and make sure your ISP delivers the service you’re paying for.