Problems with broadband are one of the most common complaints – so here is how to check your speed and what you should actually be getting
Broadband is the fourth essential utility service, alongside electricity, gas, and water. It’s essential because increasingly the services we need rely on broadband to function.
If you want to check your bank account, contact the council about a service, keep in touch with a relative or seek help with a problem, you’ll need broadband. Soon, you’ll even need it to make a landline telephone call, as traditional phone lines are being switched off.
Problems with broadband are one of the most common complaints people contact me about. Yet surprisingly few people pursue a complaint about poor or patchy service. That’s largely because people simply don’t understand how it works (including me!)
I haven’t covered broadband speed often over the years in my Mirror column. That’s because it’s pretty hard to explain in plain English. But increasingly large numbers of Mirror readers are asking me how broadband works and if they are getting a good deal.
So I’ve drafted in my fellow expert, Saveen Rajan, from BroadbandUK – the independent broadband and connectivity specialists – to help explain how it all works. Here’s our guide.
How is speed measured – the mystery of Mbps vs MB/s
First of all, get to know your bits from your bytes! Broadband speed is measured in megabits per second (Mbps). This shows you how many “bits” of data are being transferred or used each second. Each megabit measures how much data you transfer. The more megabits per second, the faster things like downloading, streaming and uploading data occurs.
Bytes are equal to eight bits. That works out to one letter on a document! This is where “mega” comes in… A “megabit” is 1 million bits – which downloads you a document with around 125 words on it. However you’re more likely to encounter “megabytes per second” (MB/s). One megabyte equals eight megabits. This works out to around 250 HD photos.
How do bits and bytes affect my download speed?
Ever wondered why your broadband promises “50 Mbps” but your downloads show only “6 MB/s”? Don’t panic – you’re not being ripped off.
Broadband is advertised in megabits per second (Mbps). But when your computer shows download speed, it switches to megabytes per second (MB/s). And as I mentioned, there are 8 bits in every byte.
So your 50 Mbps package really does give you about 6 MB/s. That’s more than fast enough to stream films, binge box sets or download a whole music album in seconds.
What speed do I actually need?
Now downloading all those selfies on your phone takes time, never mind streaming. So you need lots of megabits and megabytes. Saveen tells me that around 10 Mbps is enough for browsing and sending emails. 25 Mbps should cover HD streaming. Families, gamers or anyone watching 4K video may need 50 Mbps or more.
Faster speeds help if several people are online at once. So if you’ve got four people in your family, each with a smartphone, TV streaming, a couple of laptops and a gaming system, speed is of the essence. There’s a good guide on the Which? website.
How does broadband get to my home and why does it matter?
We tend to think of broadband as something that just happens. But how it gets in to your home can have a big impact on the speeds you get.
Broadband can arrive through different types of connection: full fibre, part-fibre with copper, cable or even 4G/5G mobile. Full fibre is the fastest and most reliable. Part-fibre with copper slows down the further it travels from the local exchange. This might seem bonkers, but it’s true – homes miles away from the exchange get much slower speeds than those nearby.
Cable connections can offer very high speeds where available. Mobile connections can be quick but are less consistent. Knowing which type of broadband connection you have should give you an indication of what speed you can expect.
But wait! Did you know that upgrade works may be going on in your area? Look out for letters telling you about this very thing. You could find a faster service is coming your way soon.
What’s my minimum guaranteed speed and what are my rights if I don’t get it?
When you are agreeing to a broadband contract, the supplier will be quick to tell you about the ‘fastest’ speed that you might get. Of course, the ‘average’ is what you’re most likely to get consistently. But Saveen recommends looking for the ‘minimum’ guaranteed speed as this is how you tell if the firm isn’t meeting its obligations under your contract.
Providers must give you a minimum guaranteed speed when you sign up. If your speed keeps falling below that minimum and they cannot fix it, you have the right to leave your contract without penalty.
How do I test my broadband speed?
There are loads of free broadband speed checkers that you can use to get an idea of the speed you’re getting. BroadbandUK offers one at broadbandspeedtest.org.uk, along with Ofcom-recommended sites.
A good way to test your speed is to connect your computer directly to your router with an ethernet cable (not Wi-Fi), turn off other devices, and run tests at different times of day. Keep these consistent so you can check speeds over a few days.
If you’re looking for a new supplier, bear in mind that some broadband comparison sites show advertised speeds based on national averages. That doesn’t mean that’s the speed you’ll get. BroadbandUK is launching a new broadband availability service that will show what’s actually available at specific addresses – much more useful than generic postcode data.
Why do speeds vary by time of day?
Many homes share local broadband networks. At busy times such as evenings, speeds can dip because more people are online. A big drop or ongoing problems may point to a wider issue, so it’s definitely worth reporting this.
Ever noticed your Netflix starts buffering just when you settle down for the evening? You’re not imagining it. Many homes share local broadband networks, so when everyone gets home from work and fires up their devices, speeds can slow right down. If you’re seeing major slowdowns or ongoing issues, don’t just put up with it. Report the problem to your provider – it could point to a wider network issue they need to fix.
What quick fixes at home can boost my speeds?
Place your router in the open, away from walls, metal objects and appliances like microwaves that can interfere with the signal. For the fastest connection, use a cable to link things like your TV, games console or computer straight to the router. Limit the number of devices online at once too.If you have a larger home, Wi-Fi extenders or mesh systems can help reach dead spots.
What do minimum, average and up to speeds in adverts mean?
In industry terms, “average” represents what at least half of customers can get at peak times (8-10pm). So if it says “average 67 Mbps”, half get that or better, half get worse. “Up to” is the maximum possible, not what you’ll always see. The most important figure is your minimum guaranteed speed in the contract. This is the speed your provider legally has to deliver.
Do upload speed and latency matter for me?
They certainly do! Upload speed affects video calls, cloud backups and sharing large files. “Latency” refers to the delay in your internet connection responding to what you do. That’s pretty complicated, right?!
You know when you are gaming online and there’s a lag between pressing a button and seeing the action happen, or when there’s a delay in video calls between speaking and others hearing you? That’s latency. Low latency makes gaming smoother and video calls clearer.
This is all rather technical. I mention it so you understand what that engineer is checking for when they try to troubleshoot a tardy broadband service.
How do I complain if I’m still not getting good speeds?
First you need to complain to your provider and go through their formal complaints procedure. If they don’t resolve it after eight weeks (though this will reduce to six weeks from April 2026), or if they issue a ‘deadlock’ letter, you can then raise the case with an ombudsman scheme. There are two approved organisations, depending on who your broadband supplier is. They are the Communications Ombudsman and CISAS, and using them is free.
- Martyn James is a leading consumer rights campaigner, TV and radio broadcaster and journalist