Broadband speeds are different depending on whether you're using Lightstream, or ADSL broadband. For ADSL broadband, it's based on the length of your telephone line and the distance you live from the telephone exchange. The speed range we provide is an estimate based on these factors. Average speeds are based on actual access line speeds within your postcode area.
The actual speed you receive can be influenced by a number of factors, such as: connecting wirelessly, the wiring in your home, the device you're using, and the website or services you're connecting to.
Your service can also be affected during peak times and during major events such as TV or sporting events you may experience slower speeds.
In accordance with the Ofcom Voluntary Code of Practice, you have the right to cancel your contract without penalty if you receive speeds significantly lower than the minimum guaranteed and we have been unable to resolve the issue within a reasonable period. Therefore, it's important that you alert us about any issues that you experience with speeds by contacting our Technical Support team.
For more in-depth information, speeds you can expect to see in your package, as well as some things you can try, please see our Broadband Speeds Explained page on our website.