Question 1

About the Ofcom broadband code of practice

Accepted Answer

BT is one of the internet service providers to have signed up to Ofcom’s Voluntary Code of Practice for Business Broadband Speeds [PDF]

Reading this PDF from Ofcom will give you detailed information on the code of practice we’ve voluntarily agreed to.

Here are our commitments in a nutshell:

We’ll show clear and realistic internet speed information both before and after you buy business broadband
We’ll provide a minimum guaranteed download speed for all BT Business Broadband
You can report a fault if you believe your minimum guaranteed download speed isn’t being achieved, so we can work to put things right
If we can’t provide your minimum guaranteed download speed 30 days after you told us about the issue, you may be able to exit your contract with no penalty.

Want to find out more about the Ofcom broadband code of practice and how it affects you? Read our Ofcom broadband code help page

Question 2

Defining our speed estimates and speed guarantee

Accepted Answer

Our speed estimates take into account any congestion on the network at the business peak time between 12:00–14:00 hours.

We define the minimum guaranteed download speed as the slowest speed experienced by 10% of customers who have a similar BT service.

Your actual broadband speeds will depend upon a number of factors, including distance from the exchange, quality of line and equipment, the number of people using the broadband connection simultaneously, and whether Wi-Fi is being used.

It can take up to 10 days for a line to settle at its maximum stable speed.

View our help page about broadband speeds

View BT Business broadband traffic management policy [PDF]

View BT Business code of practice testing principles

Question 3

How to check your speed

Accepted Answer

Checking the speed of your BT Business Broadband is quick and straightforward. For the most accurate results, it’s best to avoid using the internet while running the test. It only takes a minute or two to measure your download and upload speeds.

Learn more about testing your broadband speed

Question 4

What happens if your speed is lower than expected

Accepted Answer

Because a number of factors can affect internet speed, there may be some simple things you can do to speed up your broadband. Even moving your hub a little could make a big difference. For more information read our broadband speed tips

If you’ve tried our quick tips and are still not getting your guaranteed broadband speed, you can report a fault – either from the speed checker itself or by getting in touch with us online.

We’ll investigate the issue for you, and look to get your broadband up to speed as quickly as possible.

However, you may be able to exit your contract without charges for leaving early if:

you’re not getting your minimum guaranteed download speed
it’s been 30 calendar days since you reported this to us, and we’ve not been able to resolve the speed issue
we’ve confirmed the fault lies with BT

And if you’ve already paid in advance for some elements of your service, you may also be eligible for a refund.

You can find out more in Principle 5 of Ofcom’s Voluntary Code of Practice for Business Broadband Speeds [PDF]

More about the ‘right to exit’