Broadband explained

What is broadband?

Broadband is the always-on, high-speed internet connection into your home. A cable (or sometimes a wireless signal) brings the connection to a router. The router then shares it with your devices over WiFi or network cables.

Unlike the old dial-up internet, broadband is on all the time and doesn't block your phone line. Its speed and reliability depend mostly on the type of network that reaches your property. That's why the first thing we ask for is your postcode and address.

Why you need good broadband

• Entertainment: streaming TV and films, music and gaming all run over broadband.
• Work and school: video calls, cloud apps and big file uploads need a fast, stable connection, especially upload speed.
• Everyday life: banking, GP appointments, shopping and government services are increasingly online-first.
• Smart home: doorbells, cameras, heating controls and speakers stay connected all day.
• Home phone: UK landlines are moving onto broadband (see below).
• Your home's value: a property with full fibre is more attractive to buyers and renters.

Copper, fibre and full fibre

Ofcom defines superfast as 30Mbps or more and ultrafast as 300Mbps or more. "Gigabit-capable" means 1Gbps (1,000Mbps) or more.

Speeds explained

Mbps (megabits per second) measures how much data your connection can move each second. Higher is faster. 1Gbps equals 1,000Mbps.

• Download speed is how fast data reaches you: streaming, browsing, downloading games.
• Upload speed is how fast you send data: video calls, posting videos, cloud backups. Copper and FTTC lines have much lower upload speeds than full fibre.
• Latency (ping) is how quickly the connection responds. Low latency matters for gaming and video calls.

Advertised speeds are usually averages that at least half of customers get at peak times. Your provider should give you a personal speed estimate before you sign up.

How much speed do you need?

As a rough guide, one HD stream uses about 5Mbps and one 4K stream about 15-25Mbps. Remember everything in your home shares the connection at the same time.

Getting good WiFi

• Your broadband speed is what reaches the router. WiFi is how it spreads around your home, and thick walls, floors and distance all weaken it.
• Put the router somewhere central and raised, not in a cupboard or behind the TV.
• In bigger homes, extensions or homes with thick walls, mesh WiFi or boosters spread the signal evenly. Many packages include them.
• Connect TVs, consoles and desktop computers with a network cable where you can.
• In flats, full fibre may need the building owner's permission (a "wayleave") before it can be installed.

Contracts and price rises

• Most deals run for 12, 18 or 24 months. Compare the total cost over the whole contract, including set-up fees, not just the monthly price.
• Ofcom rules now require providers to set out any mid-contract price rises in pounds and pence when you sign up, rather than as a percentage linked to inflation.
• Your provider must tell you when your contract is ending. If you're out of contract, you're probably paying more than new customers.
• You normally have a 14-day cooling-off period after ordering.

Switching provider

In most cases your new provider arranges the switch and your old service is stopped for you, so you don't need to contact your old provider first. If you're still in contract, check whether an early termination fee applies. Moving to a different network (for example from copper to full fibre) may need an engineer visit to install a new line.

Broadband for home businesses

If you earn a living from home, an outage costs you money. Business-grade options give you more protection:

• SLA (service level agreement): a commitment to fix faults within a set time, such as the same or next working day. Standard home broadband has no guaranteed repair time.
• Dedicated technical support: a UK business support team, often with a named contact, rather than a general helpline.
• Static IP address: a fixed internet address for remote access, CCTV, VPNs or hosting.
• 4G backup: switches to the mobile network automatically if your line goes down.
• Business router and firewall: better security, guest WiFi and more control.

Home phones are going digital

The UK's old copper telephone network is being retired. Landlines are moving to "digital voice", which runs over your broadband connection, with a deadline of January 2027. Most phones plug into the router instead of the wall socket. If you or someone you look after uses a telecare alarm, tell your provider so it can be checked.

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