Broadband is the internet in your home.

It comes into your home through a cable or a phone line.

A box called a router turns it into wi-fi.

Wi-fi lets your phone, tablet, computer and television use the internet without a wire.

That is your choice. Nobody has to have it.

But more and more things now need the internet.

For example booking a doctor, or paying a bill, or seeing family on a screen.

Some things also cost less if you do them online.

Not every home can get every deal.

It depends on the cables in your street.

Your neighbour might be able to get something you cannot.

So always start by checking your own address.

Speed is measured in Mbps.

A bigger number means a faster connection.

Ofcom says a speed over 30 Mbps is fast enough to keep in touch with friends and family, watch films and shop online.

Ofcom is the government body that makes the rules for broadband companies.

You need a faster speed if lots of people in your home use the internet at the same time.

You pay every month.

The price is different at every address.

Some companies also charge a one-off set-up fee at the start.

Some cheap prices only last a few months. Then the price goes up.

Ask what the total cost is for the whole contract.

Yes, if you get some benefits.

These cheaper deals are called social tariffs.

Ofcom says they cost between £10 and £24 each month.

You can get one if you or someone in your home gets Universal Credit or Pension Credit.

Some other benefits count too.

The person who gets the benefit has to be the main name on the contract.

A contract is an agreement to pay for something for a set amount of time.

A broadband contract often lasts 1 year or 2 years.

The company must tell you how long it lasts before you agree.

If you leave early you may have to pay an exit fee.

Your company must also tell you when your contract is coming to an end. It must tell you about its best deals.

Get these ready first. It makes ordering much quicker.

The company will send you a router in the post.

Sometimes an engineer needs to come to your home too.

An engineer is a person from the company who fits things.

You will be given a date and a time.

You can ask for someone to be with you when they come.

Not always.

Some broadband uses a phone line. Some uses a fibre cable instead.

Fibre is a type of cable. It is usually faster than an old phone line.

You can have broadband without using a phone at all.

If you do want a home phone, it now plugs into the router.

Almost every home in the UK can now get broadband.

If the cables near you are slow, there is another way.

It is called mobile broadband.

It uses the same signal as a mobile phone.

You plug in a small box and it makes wi-fi.

Check the mobile signal at your address before you buy.

Renting does not stop you having broadband.

If your home already has a working line, it is usually simple.

If new cables are needed, ask your landlord first.

Ask them in a text or an email, so you have it in writing.

If you might move soon, choose a shorter contract.

Check your address.
Find out what you can actually get where you live.

Check the benefits.
If anyone in your home gets Universal Credit or Pension Credit, look at social tariffs first.

Pick a speed that fits your home.
Think about how many people use the internet at the same time.

Add up the whole cost.
The monthly price, plus any set-up fee, for the whole contract.

Ask for any extra help you need.
Ask before you agree, not after.

Remember you can change your mind.
You have 14 days if you signed up online, on the phone, or at your front door.

You only need to talk to the new company.

This is called One Touch Switch.

The new company tells your old company for you.

You do not have to ring your old company.

Your internet should keep working while this happens.

Yes. Ofcom makes every company offer extra help.

You have to ask for it. Companies do not always offer it first.

• Your bill in big print or in braille.
• Someone you trust to help with your bill. They can talk to the company, see your bills and pay them. The money is still yours to owe, not theirs.
• To go to the front of the queue when your internet breaks. This is for disabled people who really need their internet.
• Free directory enquiries if you cannot use a phone book.
• Text relay if you find it hard to hear or to speak on the phone.

Tell your company straight away. Do not wait.

Ofcom says to speak to your provider as soon as you can, to see how they can help.

The rules say companies must be fair about money you owe.

They must warn you before they stop your service.

You may also be able to move onto a cheaper social tariff.

First, turn the router off and on again. Wait 5 minutes.

If it still does not work, ring your company and report it.

Write down the day you reported it.

Your company may then have to pay you money back.

Many companies have joined an Ofcom scheme. It pays you back without you asking.

Ofcom says the payments are:

• £10.34 for each day your service is not fixed, after the first 2 working days.
• £32.31 if an engineer does not turn up.
• £6.46 for each day a new service starts late.

The money comes off your next bill.

Not every company has joined. Ask yours if it has.

Yes. All home phones in the UK are changing.

This will be finished by the end of January 2027.

Your phone will plug into your router instead of the wall.

You keep the same phone number.

A digital phone needs power. It will not work in a power cut on its own.

A scam is when someone lies to you to get your money.

Some people ring up and pretend to be from your broadband company.

• Put the phone down. You are allowed to.
• Ring the company back on the number on your bill.
• Do not use the number the caller gave you.
• Never let a caller take control of your computer.
• Never give your bank details to someone who rings you.

Tell your company first. Ask them to fix it.

Write down the date and who you spoke to.

Is it still not sorted out after 8 weeks?

Then you can ask an ombudsman to look at it.

An ombudsman is someone independent who sorts out arguments.

It is free. Your bill says which ombudsman to use.

You can print this list. You can read it out on the phone.

Write down what they say.

• Say no. You never have to buy anything.
• Take time to think. You can always ring back later.
• Ask someone you trust to be with you.
• Change your mind within 14 days.
• Ask for extra help, and get it free.
• Complain, and then go to a free ombudsman.

Broadband companies use some odd words. Here is what they mean.

You can ask us for this guide in another format.

For example big print, or a plain document you can listen to.

Email hello@searchswitchsave.com

Or ring 0330 122 1223.

Tell us if anything in this guide was hard to understand. We will change it.