Broadband - Frequently asked questions
We're always investing in technology to give you faster broadband speeds – even at peak times – and we always give you the best broadband speed possible on your line. To see how fast you could go, use our broadband speed checker.
It uses fibre optic technology to deliver superfast broadband with average speeds of 67Mb which lets you do more online, with everyone online together. This means there's no more battling for bandwidth, even in the busiest home.
It's great for downloading or streaming movies, TV shows and music. You can watch iPlayer with less interruption and HD video with less buffering. You'll also need fibre broadband to be able to get some of our TV packages. To see if you can get fibre broadband use our broadband speed checker.
To see if you can get fibre broadband use our broadband speed checker.
You may cancel your agreement for the service and order for equipment within 14 days from your service start date (or the day you receive your order confirmation or your equipment is delivered, if this is later). This doesn’t apply to some services such as TNT Sports or EE TV extras. We set out how this works in our terms and conditions at bt.com/legalstuff. If you decide to cancel within this period, you will have to pay for the services you have used and any connection charges that may apply. You must also return any equipment we have sent you. Where you have also cancelled an order for equipment, you must return it (undamaged and in its original packaging), following our instructions. We will refund anything you have already paid for the equipment but may deduct the relevant costs where damage has occurred to the equipment and it is not in its original condition.
Your download speed is the speed at which you can download or stream things from the internet.
Your upload speed is the speed that you can upload things to the internet (for example, posting photos to social media).
It’s important to know that the speed ranges we show are an estimate. They’re based on homes with similar lines to yours, but there are other things than can affect the speed you’ll get – like how many people are using your broadband connection at the time, and whether you’re using a wireless or cable connection.
The minimum download speed is the lowest speed we think you should get with this package.
You can test the speed to your hub in My BT. If it’s slower than it should be, get in touch and we’ll do our best to fix it.
If we can’t improve it within 30 days, you can leave your contract without penalty. This is because we’ve signed up to the Ofcom Voluntary Codes of Practice on Broadband Speed.
If you’ve got one of our ultrafast packages, you’ll also get a speed guarantee of at least 100Mb, and an upload speed guarantee of 10Mb. If you test the speed to your hub and it’s lower than it should be, you can claim £20. You can make a claim up to four times a year.
Important information
The legal stuff
On 31 March each year the monthly price shown for broadband plans will increase by £4 and for TV plans by £2 (if you take Broadband and TV that’s £6 in total). Out of bundle charges will increase by 5%. All prices shown are in contract prices. Please note the cost of other services you take from us may increase or decrease while you are a BT customer. See bt.com/prices-explained for details.