The broadband questions our help team answered in November 2026, from dropouts and GTA 6 to the landline switch-off, with the straight answers we gave
Our help team, November 2026
This month's answers, at a glance
£10.34 a day
if it stops working and isn't fixed 2 full working days after you report it
Ofcom's automatic compensation, at providers in its scheme.
14 days
to cancel an online or phone order
You may pay for what you've used.
31 Jan 2027
old phone network closes
Contact the company you pay your phone bill to.
212GB
about 57 minutes on 500Mbps
Pre-load opened on 10 November.
These are the broadband questions callers asked our help team in early November 2026, with the answers we gave. In short: report a dropping connection to your provider straight away, because if it stops working, compensation starts two full working days after you report it. You normally have 14 days to cancel an order made online or by phone. The old landline network closes on 31 January 2027. And GTA 6 needs up to 212GB, so start the pre-load early.
Compare broadband at your address
See the deals available where you live, with contract costs, speeds and price rises shown upfront.
- ✓Deals for your exact address
- ✓Speeds and price rises upfront
- ✓Free and independent
Prefer to talk it through? Call us on 0330 122 1223
Key facts, verified 10 November 2026
- Ofcom's automatic compensation pays £10.34 for each day a reported loss of service isn't fixed after two full working days, at the providers in its scheme (Ofcom, checked 10 November 2026).
- Under Ofcom's speeds code, if a provider can't fix a speed problem on its network "within 30 days, they must offer you the right to exit your contract without being penalised" (Ofcom, 21 November 2022).
- With One Touch Switch, "landline and broadband customers only need to contact their new provider to make the change" (Ofcom, 12 September 2024).
- For a service contract, "the cancellation period ends at the end of 14 days after the day on which the contract is entered into" (Consumer Contracts Regulations 2013, regulation 30, checked 10 November 2026).
- Since 8 April 2026, consumers can refer unresolved disputes to an ombudsman "after 6 weeks from the date they first notified their provider of the issue" (Communications Ombudsman, 8 April 2026).
- Openreach says "approximately one million copper-based lines remain active" before the old network closes on 31 January 2027 (Openreach, 30 October 2026).
- Ofcom says average data use reached 583GB per connection in July 2025, "an increase of 10% on July 2024 (531 GB)" (Ofcom Connected Nations, 19 November 2025).
- Grand Theft Auto VI launches on 19 November 2026, and Rockstar says "The pre-load file will require up to 212 GB depending on your device" (Rockstar Games, 6 November 2025 and 3 November 2026).
- Since 6 April 2026, employees can no longer claim tax relief from HMRC for unreimbursed home working costs, a change affecting "an estimated 300,000 individuals" (HMRC, 26 November 2025).
Who this is for: Anyone with a broadband or phone question, and anyone helping a relative with theirs. These are real questions callers asked us on 0330 122 1223 in early November 2026, reworded so nobody can be identified. Each answer links to a full guide or one of our free tools.
Why does my broadband keep dropping, and what should I do?
Direct answer: Test it with a cable at the router, then report the fault to your provider straight away. If it's a loss of service and isn't fixed after two full working days, Ofcom's scheme pays £10.34 a day at the providers that have signed up.
The fault clock: what happens after you report it
Compensation doesn't apply if the problem is inside your home: Ofcom's scheme doesn't pay "If the loss in service is caused by equipment or activity within your home". That's why we suggest a quick check first. Plug a laptop into the router with a cable and run UKSpeedTest to measure download, upload, ping and jitter. If the wired connection holds steady but Wi-Fi drops, it's your Wi-Fi, not the line.
If it really is the line, report it, and keep a note of the date. The scheme covers BT, EE, Hyperoptic, Plusnet, Sky (including NOW Broadband), TalkTalk (with restrictions for customers not on the Openreach network), Utility Warehouse, Virgin Media, Vodafone and Zen Internet. If your complaint isn't resolved, the Communications Ombudsman says consumers can now refer unresolved disputes "after 6 weeks from the date they first notified their provider of the issue", and Ofcom says "ADR schemes are free to use".
What we recommended: test wired, then on Wi-Fi, and report a line fault the same day. For dropouts on video calls, our guide to broadband dropping on video calls walks you through it.
Why would I need more speed if I use the internet the same way?
Direct answer: Because the internet around you keeps growing, even when your habits don't. Average data use per UK connection rose 10% in a year, web pages are heavier, and 4K streams and video calls each need several megabits per second at once.
Average data use per connection, per month
Web pages are getting heavier too. The HTTP Archive measured the median mobile web page at 2,311KB in October 2024, up from 2,037KB in 2022, and the median desktop page at 2,652KB, up from 2,312KB. Add phones, tablets, TVs and smart speakers all downloading updates in the background, and a speed that felt plenty a few years ago can start to feel tight.
| Activity | Download | Upload |
|---|---|---|
| Netflix in HD (720p) | 3Mbps | Not listed |
| Netflix in Full HD (1080p) | 5Mbps | Not listed |
| Netflix in 4K | 15Mbps | Not listed |
| Teams one-to-one video | 1.5Mbps | 1.5Mbps |
| Teams video meeting | 4Mbps | 2.5Mbps |
What we recommended: add up what your household does at the busiest time of day, not on average. RightSpeed asks eight short questions and estimates the download and upload speed you need at peak times.
More on this: what broadband speed do I need?.
How can I make my broadband faster without upgrading?
Direct answer: Start with simple fixes: move the router into the open, use a cable for consoles and work laptops, and check your speed at the router. If wired speeds stay below your minimum guaranteed speed because of the provider's network, providers in Ofcom's speeds code must fix it within 30 days or let you leave.
Six simple fixes to try first
Give the router space
On a table or shelf, away from other devices, and switched on.
Use a cable where it matters
An Ethernet cable for the console or work laptop.
Fit microfilters
In every phone socket, if your broadband uses a phone line.
Use the main socket
Rather than a telephone extension lead.
Tidy the cables
Tangled and coiled cables can affect speeds.
Ask about an older router
If it's older, or your line keeps disconnecting, an upgrade might help. Ask your provider.
Ofcom's advice is to "Keep your router as far away as possible from other devices" and to "Use an Ethernet cable to connect your computer directly to your router rather than using wifi." Our own tip, not Ofcom's: if the connection seems stuck, switch the router off and on again once. After that, leave it switched on, as Ofcom advises.
Find the best spot for your router
RouterMap estimates Wi-Fi strength room by room in a typical UK home, so you can test router positions before buying anything.
Try RouterMap free →If a cable at the router still shows slow speeds, it may be the line. Under Ofcom's speeds code, "Your provider should always give you a minimum guaranteed speed", and if a problem on its network can't be fixed "within 30 days, they must offer you the right to exit your contract without being penalised." The code covers BT, EE, NOW Broadband, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media and Zen Internet.
What we recommended: try RouterMap, then the six fixes, then test again with UKSpeedTest. If children's devices hog the connection at night, ParentalControl.uk has free guides to screen time and play time limits on phones and consoles, and to broadband filters such as BT's Homework Time.
What happens after I order broadband?
Direct answer: Your new provider takes it from there. With One Touch Switch, it contacts your old provider, agrees a switch date, and sends a router or books an engineer. On the day, your old service should stop automatically, and you only deal with the new provider.
From order to switched on
Step 1
You order
With your new provider. That's the only call you make.
Step 2
They switch you
The new provider deals with your old one.
Step 3
Your date
A router in the post, or an engineer visit.
Step 4
Switch day
New service starts, and the old one stops.
Ofcom says that with One Touch Switch "landline and broadband customers only need to contact their new provider to make the change", and "The new provider then manages the switch." You also "do not have to pay notice-period charges beyond the switch date".
If something goes wrong, you're protected. Ofcom says "providers must compensate customers if things go wrong with the switch", including if "they are left without a service for more than one working day". Separately, at the providers in Ofcom's automatic compensation scheme, a missed engineer appointment pays £32.31, and a new service that starts late pays £6.46 a day.
What we recommended: keep your order confirmation and switch date somewhere safe, and if the date passes and nothing has happened, ring your new provider first. More on the process: One Touch Switch explained.
Can I change my mind after ordering broadband?
Direct answer: Yes. If you ordered online or by phone, you normally have 14 days from the day you entered the contract to cancel. If you asked for the service to start sooner, you may have to pay for what you've used, and any refund is due within 14 days.
Your 14-day cooling-off period
The law is the Consumer Contracts Regulations 2013: for a service, "the cancellation period ends at the end of 14 days after the day on which the contract is entered into." If you asked for the service to start during that time, regulation 36 says you pay an amount "in proportion to what has been supplied". And regulation 34 says your refund is due by "the end of 14 days after the day on which the trader is informed".
What we recommended: cancel in writing with the provider you ordered from, keep the confirmation, and send back any router the way the provider asks. Our guide to the broadband cooling-off period covers the details.
Can I complain to BroadbandSwitch.uk about a provider?
Direct answer: You can ring our help team and we'll point you to the right next step, but we can't take up or decide a complaint for you. Complain to the provider first. If it isn't sorted after six weeks, or you get a deadlock letter, take it to your provider's ombudsman scheme for free.
Complaining about a provider
Complain to the provider
In writing if you can, and note the date.
Give it a chance
Use the provider's own complaints process.
Go to your provider's ombudsman scheme
The Communications Ombudsman or CISAS. After six weeks, or sooner with a deadlock letter. It's free.
Ring us if you're stuck
We'll point you to the right next step.
Ofcom says "Parliament has not given us powers to resolve people's complaints about their phone or broadband service", but it does publish complaint figures by provider every quarter, which help you choose. You'll find them in our Ofcom complaints by provider report, and the full process in complaints and your rights.
What we recommended: put the complaint in writing, keep a diary of the problem, and ask for a deadlock letter if the provider says it can't do any more.
What do I need to do before the landline switch-off?
Direct answer: Contact the company you pay your phone bill to, before 31 January 2027. Most people keep their phone and plug it into the router. If you use a care alarm or depend on your landline, tell your provider, and ask about power cuts.
The landline switch-off in five points
The date
The old phone network closes on 31 January 2027.
Your phone
You don't usually need a new one: it plugs into the router.
Care alarms
Tell your provider, so the alarm is moved safely.
Power cuts
A digital phone only works in a power cut with a battery back-up.
Missing the deadline
Your line may be moved to a limited, temporary, last-resort service, and lines that can't be moved may be cut off.
Openreach says "approximately one million copper-based lines remain active", and lines that haven't moved may be put on EVAc, which it calls a "limited, temporary, last-resort phone service". On phones, Sky says "You don't need a new phone", and Virgin Media says "you can keep using the same handset you've always used."
Power cuts are the thing to plan for. Ofcom says "a digital phone will only work in a power cut if it has a battery back-up", so if you depend on your landline, ask your provider what it offers. Openreach says it has "safely upgraded more than 70,000 customers with telecare devices".
What we recommended: ring your provider now rather than waiting for a letter, and use our landline switch-off checker to see what applies to you. The full countdown is in the copper switch-off in 2027.
Will my broadband be fast enough for GTA 6?
Direct answer: Almost certainly, if you pre-load. GTA 6 launches on 19 November 2026, pre-loading opened on 10 November for digital pre-orders, and Rockstar says you'll need up to 212GB. That's about 57 minutes on 500Mbps, or around 6 hours 22 minutes on 74Mbps.
GTA 6 download time (up to 212GB), best case
Rockstar confirmed that Grand Theft Auto VI "will now release on Thursday, November 19, 2026". In its pre-load update, Rockstar says the game is coming to "PlayStation 5 and XBOX Series X|S", and that "The pre-load file will require up to 212 GB depending on your device".
On PS5, pre-loading began on 10 November "at midnight local time in your respective time zone". On Xbox, it began at the same moment worldwide, at midnight GMT. Rockstar adds that "Pre-loading is now available for everyone who has pre-ordered Grand Theft Auto VI digitally."
For smooth online play, a steady ping matters more than raw speed. Check yours with laggy.uk, which measures download speed, ping and how much your ping varies. If younger people use the console too, ParentalControl.uk has free guides to setting play time limits on consoles.
What we recommended: if you've pre-ordered digitally, plug the console in with a cable, start the pre-load now, and leave it downloading in rest mode on PS5, or sleep mode on Xbox. Our GTA 6 broadband guide has times for every speed.
If I order Starlink, do I have to install it myself?
Direct answer: Yes, Starlink is designed for you to set up yourself. The kit comes with the dish, a kickstand, a router and a 15-metre cable, and the Starlink app guides you. If you can't get a clear view of the sky from the ground, you'll need a mount.
What's in the Starlink box
The Standard dish
Plus a kickstand to stand it on the ground.
Router 3
Your Wi-Fi router.
A 15-metre Starlink cable
From the dish to the router.
Power
A 1.5-metre power cable and a power supply unit.
Mounts
Mounts for a roof, pole or wall are extra, from the Starlink Shop.
Starlink's setup guide says to scan the QR code on the packaging to download the Starlink app, and that "Your Starlink needs a clear view of the sky so it can stay connected with satellites as they move overhead." It adds: "If you cannot find a clear view from the ground, use an elevated location such as a roof, pole, or wall."
What we recommended: check the view of the sky with the app before you commit to a spot, and if it needs a roof or wall mount, get help from someone who's comfortable working at height. Prices and plans are in our Starlink UK prices guide.
Will my broadband cope with working from home, and will my employer pay?
Direct answer: For video meetings, Microsoft recommends 4Mbps down and 2.5Mbps up for each device on the call, so test your upload as well as your download. Since April 2026 you can't claim tax relief yourself, but your employer can still pay towards costs, tax-free in some cases.
| Situation | What the rules say |
|---|---|
| You claim tax relief yourself | No longer possible: HMRC removed it from 6 April 2026. |
| Your employer reimburses home working costs | Still allowed, without tax or National Insurance, where eligible. |
| New broadband you need for work | Your employer can reimburse it tax-free, if you didn't already pay for broadband. |
| Broadband you already had | There's no additional expense, so your employer can't repay it tax-free. Any payment is taxed as pay, through PAYE and National Insurance. |
Microsoft recommends 1.5Mbps each way for one-to-one Teams video, and 4Mbps down with 2.5Mbps up for video meetings. Upload is often the weak spot on part fibre lines, so run UKSpeedTest in the evening, with a cable, to see what you really get.
On costs, HMRC's change "removes the process in which employees can claim a deduction from Income Tax from HMRC" for unreimbursed costs, but "will not impact the existing ability for employers that reimburse employees". For broadband, HMRC's manual says that if you don't already have it and need it to work from home, "the broadband fee is an additional household expense that the employer can reimburse, tax free".
What we recommended: ask your new employer what it contributes before you start, and check your speed needs with RightSpeed. Our work from home broadband check covers upgrades and backups.
What should I do now?
Today
Test your broadband with a cable at the router, and report any fault straight away.
This week
If you still have an old landline, ring the company you pay your phone bill to before 31 January 2027.
This month
Check what speed you really need with RightSpeed, and where your router should go with RouterMap.
When your contract ends
Compare deals at your address, so you're not paying more than you need to.
Compare broadband at your address
See the deals available where you live, with contract costs, speeds and price rises shown upfront.
- ✓Deals for your exact address
- ✓Speeds and price rises upfront
- ✓Free and independent
In summary
- Broadband dropping? Test with a cable, then report it. If it stops working and isn't fixed two full working days after you report it, compensation applies at providers in Ofcom's scheme.
- Need more speed? The internet keeps growing, so check your peak-time needs with RightSpeed.
- Changed your mind? You normally have 14 days to cancel an online or phone order.
- Landline switch-off? Ring the company you pay your phone bill to before 31 January 2027.
- GTA 6? Up to 212GB, so pre-load now with a cable plugged in.
Alex's closing thought
Every month our phones ring with the same worries: a connection that keeps dropping, a landline that's about to change, or a big game on the way. The answers are usually simpler than people fear, and most of the fixes are free. Test with a cable before you blame the line, report faults the day they happen, and never be afraid to ask. If you'd like a hand with anything here, ring us on 0330 122 1223 and we'll talk it through.
Keep going: guides and free tools
Fix and speed up
Your rights
Know someone with a broadband question?
Send them this. The answer might be here.
Cite this page
You're welcome to quote or link to this guide. Please credit BroadbandSwitch.uk and link to this page.
In a sentence: In November 2026, BroadbandSwitch.uk's help team told callers to test a dropping connection with a cable and report faults straight away, as Ofcom's automatic compensation pays £10.34 a day if a service that stops working isn't fixed after two full working days; that orders made online or by phone can normally be cancelled within 14 days; that the old landline network closes on 31 January 2027; and that GTA 6 needs up to 212GB.
Martin-Smith, A. J. (2026, November 10). Broadband questions our help team answered in November 2026. BroadbandSwitch.uk. https://broadbandswitch.uk/insights/broadband-questions-help-team-november-2026/
Frequently asked questions
Why does my broadband keep dropping?
Test it with a cable at the router first. If wired is steady but Wi-Fi drops, it's your Wi-Fi. If wired drops too, report a fault to your provider straight away.
Do I get compensation if my broadband stops working?
At providers in Ofcom's scheme, you get £10.34 for each day a reported loss of service isn't fixed after two full working days, credited automatically.
Why do I need more broadband speed than before?
The internet around you keeps growing. Ofcom says average data use per connection rose 10% in a year, and web pages, streams and updates keep getting bigger.
How can I speed up my broadband for free?
Move the router into the open, away from other devices, use a cable for the devices that matter, fit microfilters if you're on a phone line, and avoid extension leads.
What happens after I order broadband?
Your new provider manages the switch with your old one, gives you a switch date, and sends a router or books an engineer. You only deal with the new provider.
Can I cancel broadband after ordering?
Yes, you normally have 14 days if you ordered online or by phone. If the service started early at your request, you may have to pay for what you used.
When do I get my money back if I cancel?
The law says within 14 days of the provider being told you're cancelling.
Can I complain to a comparison site about a provider?
You can ring our help team and we'll point you to the right next step, but we can't decide a complaint. Complain to the provider first, then after six weeks, or with a deadlock letter, go to its ombudsman scheme for free.
When is the landline switch-off?
The old phone network closes on 31 January 2027. Contact the company you pay your phone bill to now, especially if you use a care alarm.
How long will GTA 6 take to download?
Rockstar says up to 212GB. That's about 57 minutes on 500Mbps, 4 hours 43 minutes on 100Mbps and 13 hours 5 minutes on 36Mbps, best case.
Do I install Starlink myself?
Yes. The kit includes the dish, a kickstand, a router and a 15-metre cable, and the app guides you. Mounts for a roof, pole or wall are extra, from the Starlink Shop.
Can my employer pay for my home broadband?
Yes. It's tax-free if you didn't already have broadband and need it for work. If you already had it, a payment is taxed as pay.
References
- Communications Ombudsman. (2026, April 8). Ofcom reduces consumer wait time from 8 to 6 weeks. Retrieved 10 November 2026, from https://www.commsombudsman.org/news/ofcom-reduces-consumer-wait-time-from-8-to-6-weeks
- HM Revenue and Customs. (2025, November 26). Removal of tax relief on non-reimbursed homeworking expenses. Retrieved 10 November 2026, from https://www.gov.uk/government/publications/income-tax-removal-of-the-tax-relief-for-additional-homeworking-expenses/removal-of-tax-relief-on-non-reimbursed-homeworking-expenses
- HM Revenue and Customs. (2026, October 21). EIM01475: Broadband internet charges. Employment Income Manual. Retrieved 10 November 2026, from https://www.gov.uk/hmrc-internal-manuals/employment-income-manual/eim01475
- HTTP Archive. (2024, December 30). Page weight. In Web Almanac 2024. Retrieved 10 November 2026, from https://almanac.httparchive.org/en/2024/page-weight
- Microsoft. (2026, July 9). Prepare your organization's network for Microsoft Teams. Microsoft Learn. Retrieved 10 November 2026, from https://learn.microsoft.com/en-us/microsoftteams/prepare-network
- Netflix. (n.d.). Internet connection speed recommendations. Netflix. Retrieved 10 November 2026, from https://help.netflix.com/en/node/306
- Ofcom. (n.d.). Automatic compensation: What you need to know. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know
- Ofcom. (n.d.). The future of landline calls. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/landline-phones/future-of-landline-calls
- Ofcom. (2022, November 21). Broadband speeds code of practice. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/coverage-and-speeds/broadband-speeds-code-practice
- Ofcom. (2023, October 26). The types of complaint Ofcom deals with. Retrieved 10 November 2026, from https://www.ofcom.org.uk/make-a-complaint/complaints-ofcom-deals-with
- Ofcom. (2024, March 4). Improving broadband speeds at home. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/coverage-and-speeds/improve-bb-speeds-at-home
- Ofcom. (2024, September 12). Simpler and quicker broadband switching is here. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here
- Ofcom. (2025, November 19). Connected Nations UK report 2025. Retrieved 10 November 2026, from https://www.ofcom.org.uk/siteassets/resources/documents/research-and-data/multi-sector/infrastructure-research/connected-nations-2025/connected-nations-uk-report-2025.pdf
- Ofcom. (2026, May 5). Making a complaint and using ADR schemes. Retrieved 10 November 2026, from https://www.ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes
- Openreach. (2026, September 24). Openreach to protect broadband connections as PSTN closure approaches. Retrieved 10 November 2026, from https://www.openreach.com/news/openreach-to-protect-broadband--connections-as-pstn-closure---approaches/
- Openreach. (2026, October 30). Openreach warns businesses: Fewer than 100 days left to move off the old analogue phone network. Retrieved 10 November 2026, from https://www.openreach.com/news/openreach-warns-businesses-fewer-than-100-days-left-to-move-off-the-old-analogue-phone-network
- Rockstar Games. (2025, November 6). Grand Theft Auto VI is now set to launch November 19, 2026. Retrieved 10 November 2026, from https://www.rockstargames.com/newswire/article/ak3ak31a49a221/grand-theft-auto-vi-is-now-set-to-launch-november-19-2026
- Rockstar Games. (2026, November 3). Grand Theft Auto VI pre-load begins on November 10. Retrieved 10 November 2026, from https://www.rockstargames.com/newswire/article/k4ak9okk485712/grand-theft-auto-vi-pre-load-begins-on-november-10
- Rockstar Games. (2026, November 10). Pre-load Grand Theft Auto VI now. Retrieved 10 November 2026, from https://www.rockstargames.com/newswire/article/89834o94713o21/pre-load-grand-theft-auto-vi-now
- Sky. (n.d.). About Internet Calls. Retrieved 10 November 2026, from https://www.sky.com/help/articles/about-internet-calls
- Starlink. (n.d.). Standard 4 X setup guide. Retrieved 10 November 2026, from https://starlink.com/gb/support/article/412a70ca-0d9a-813e-b18f-75c36b84ec06
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134, reg. 30. Retrieved 10 November 2026, from https://www.legislation.gov.uk/uksi/2013/3134/regulation/30
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134, reg. 34. Retrieved 10 November 2026, from https://www.legislation.gov.uk/uksi/2013/3134/regulation/34
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134, reg. 36. Retrieved 10 November 2026, from https://www.legislation.gov.uk/uksi/2013/3134/regulation/36
- Virgin Media. (n.d.). Digital Voice switchover. Retrieved 10 November 2026, from https://www.virginmedia.com/help/digital-voice-switchover