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:

1. Contact our support team
2. We will run diagnostics and work with you to identify the issue
3. 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