Skip to main content

Network average speeds

The speeds advertised in our broadband packages, e.g., 900Mbps, are based on the average download speed. The average download speed varies according to the broadband package selected by you.

The network average speed is the download speed that 50% of our residential customers can expect to get during "peak time" (8pm-10pm).

Your speeds

The normally available download and upload speeds (these will also be the maximum speeds for your service) and minimum download and upload speeds for your broadband service will be set out in your Contract Summary.

The actual speed you receive can be influenced by factors such as: connecting wirelessly; home wiring; the device in use; and the website or services you're connecting to. Speeds can be slower during peak times and major events such as sporting events.

Testing your speed

A speed test will show your download and upload speed, which can be compared to the speeds set out in your Contract Summary.

For an accurate test, disconnect all devices and, ideally, connect to your router using an ethernet cable before running a test (doing this over WiFi can be affected by interference).

Run a speedtest >

What is full fibre broadband?

Full fibre all the way to the home

GIF illustrating fibre to the home speed

Full fibre network runs dedicated fibre cables all the way to your home, offering the fastest and most reliable connection.

The speeds you receive are not affected by distance when on a full fibre connection. We have configured the network to support the speeds that we advertise.

Part fibre only to the cabinet

GIF illustrating fibre to the cabinet speed

Part Fibre network runs fibre cables to the external cabinet near your home, and traditional copper cables into your home.

The speeds you receive are affected by how far you are from the street cabinet because your connection is copper to the cabinet.

Copper all the way to the home

GIF illustrating copper to the home speed

Copper networks run fully on the copper cables which were traditionally intended for telephone calls.

The speeds you receive will be affected by the distance you live from the telephone exchange because your connection is copper to the exchange.

Note: The actual speeds 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. Broadband speeds can also be affected during peak times and during major events such as TV or sporting events. During these times you may experience slower speeds

Illustration of woman sitting on pile of books whilst typing on laptop.

Your minimum guaranteed speed

We will tell you what your guaranteed minimum speed is in the contract summary we send you when we provide your service. If you consistently experience either download or upload speeds that are below the minimum speeds confirmed to you and we are unable to remedy this within 30 days of you telling us about it, you will be able to cancel your agreement without paying early termination charges. Therefore, it's important that you alert us about any issues that you experience with speeds by contacting our Technical Support team.

  • Broadband speed estimates for copper broadband and fibre to the cabinet fibre connections are based on the length of your telephone line and where you live in relation to a telephone exchange.
  • The speed range we provide is an estimate.
  • 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 are using, and the website or services you are connecting to.
  • Broadband speeds can be affected during peak periods and during major events such as TV or sporting events. You may experience slower speeds during these times. If at any time you don't receive the minimum connection speed you should, please report it to our Technical Support team.
  • If you receive speeds below the minimum speed we've quoted and we're unable to resolve the problem within a reasonable period, you can cancel your contract at any time with no termination fees.

FAQs

  • Does Lightstream full fibre broadband actually make a big difference?

    Yes. Lightstream has been designed to cope with high levels of uploads and downloads, meaning that you can say goodbye to buffering movies, webpages that take ages to load and your connection dropping out when someone else in the household goes online. It's much faster than standard ADSL / copper broadband and more reliable.

  • Is Lightstream full fibre broadband available in my area?

    You can check the current availability of Lightstream real fibre broadband on our availability page, or by searching on our postcode checker. If your area doesn't show up, please check again in the near future, as we're actively rolling out to new neighbourhoods in Yorkshire & Lincolnshire. Register your interest to bring Lightstream to your area.

  • How are network averages calculated?

    We measure our average speeds using a peak time (8-10pm) median average download and upload speed measured in the annual Ofcom UK Home Broadband Performance report. This is the speed that 50% of our subscribers can achieve at that time.

  • What are access line speeds and throughput speeds?

    Access line speed is the speed and quality of your internet and it's dependant on how far you live from the exchange, unless you're a Lightstream customer and your line is installed directly to your premises. Throughput speed will naturally be lower than your access line speed as it’s affected by factors such as the layout of your home or any interference between your router and your devices.

  • Why isn’t my broadband speed the same as the advertised speed?
    The world has moved on from households with a single computer, connected by a wire to your phone line. Smartphones, Smart TVs and tablets are now commonplace in many homes, with the average household owning more than seven internet enabled devices. This evolution has brought with it several challenges and the performance of your broadband is affected by lots of things, including: where you put your router, the number of devices you’re connecting to the internet, whether you use Wi-Fi or a wire to connect your devices, the age of your devices, the size, type and age of your house…and even other electrical appliances. This can mean that your actual speeds may vary from the advertised speed of your product, particularly at peak times.
  • How do I ensure I’m getting the most out of the internet?

    We want you to get the most out of your broadband and we’re passionate about ensuring its performance is as good as it can be, all the way from the internet to your home. To help you enjoy the best experience right from the start, we’ve put together this guide to answer some of the most commonly asked questions and provide tips on what you can do to improve things. Download our information pack to find out more.

Change your cookie preferences.