Understand Your Broadband and Choose the Right Service
Broadband has become an essential part of everyday life.
We use it for work, entertainment, shopping, banking, education and keeping in touch. In addition, many homes now depend on broadband for streaming, smart devices and internet-based phone services.
However, broadband can be confusing.
There are different types of connection, different speeds and many different packages. Meanwhile, the fastest package is not always the best choice.
So, this guide explains broadband in simple terms.
First, we will look at how broadband works. Next, we will explain speed and connection types. Then, we will look at Wi-Fi, contracts and switching.
Finally, we will show you what to check before choosing a broadband deal.
What Is Broadband?
Broadband is a high-speed connection between your property and the internet.
Your broadband provider gives you access to that connection.
Then, a router normally shares it around your home.
You can connect devices such as:
- Computers
- Phones
- Tablets
- Smart TVs
- Games consoles
- Smart speakers
- Security cameras
- Other smart devices
However, broadband and Wi-Fi are not the same thing.
Understanding that difference can help when something goes wrong.
Broadband and Wi-Fi Are Different
Your broadband connection brings internet access into your home.
Your Wi-Fi then sends that connection wirelessly from your router to your devices.
Therefore, you can have a good broadband connection but poor Wi-Fi.
For example, imagine your router receives a fast connection.
However, your bedroom is two floors away behind several thick walls.
Your broadband may be working perfectly, while the Wi-Fi signal reaching the bedroom is weak.
So, before blaming your broadband speed, check whether the real problem is Wi-Fi.
How Does Broadband Reach Your Home?
There are several ways to provide broadband.
For example, your connection may use:
- Copper telephone lines
- Fibre and copper together
- Full fibre
- Cable
- Mobile networks
- Fixed wireless
- Satellite
The type of connection can affect both speed and reliability.
Therefore, it is useful to know what is available at your address.
Standard Broadband
Older broadband services often use copper telephone lines.
You may hear this called:
ADSL
Data travels through the copper line between the telephone exchange and your property.
However, copper has limits.
In particular, speed can fall as the distance between the property and the exchange increases.
Therefore, standard broadband is now much slower than newer fibre services.
Where faster options are available at a reasonable price, upgrading may make sense.
Fibre to the Cabinet
Fibre to the Cabinet, or FTTC, uses both fibre and copper.
First, fibre carries data to a street cabinet.
Then, the final part of the journey to your property uses the existing copper telephone line.
This can provide much faster speeds than older ADSL broadband.
However, the copper section still matters.
Therefore, homes further from the cabinet may receive lower speeds.
Full Fibre Broadband
Full Fibre is also known as:
Fibre to the Premises — FTTP
Here, fibre runs all the way to the property.
There is no copper telephone line carrying the broadband over the final part of the journey.
As a result, full fibre can provide much higher speeds.
It can also offer better upload performance and greater reliability.
Ofcom’s current regulation is designed to support continued investment in gigabit-capable fibre networks across the UK. (www.ofcom.org.uk)
So, where full fibre is available, it is worth comparing it with older connections.
Cable Broadband
Some properties receive broadband through a cable network.
This uses a different network from traditional telephone-line broadband.
Cable services can provide very high download speeds.
However, as with any broadband service, the actual package and performance matter more than the technology name alone.
Therefore, compare the details rather than simply looking for the word fibre.
Mobile Broadband
Broadband can also be delivered using mobile networks.
For example, a 4G or 5G router can connect to a mobile network and then create Wi-Fi inside the property.
This can be useful where fixed broadband is slow.
Likewise, it may suit temporary accommodation or properties without a suitable fixed connection.
However, performance depends on factors such as:
- Mobile coverage
- Network demand
- Signal strength
- Building construction
- Router position
Therefore, check local coverage before choosing mobile broadband as your main connection.
Satellite Broadband
Satellite broadband can provide internet access in places where other networks are limited.
This can be particularly useful in remote areas.
However, costs, equipment and performance can differ from normal fixed broadband.
Therefore, compare the whole service carefully.
For a remote property, though, satellite can provide another option where traditional connections are poor.
What Does Mbps Mean?
Broadband speed is normally measured in:
megabits per second
or:
Mbps
The higher the number, the more data the connection can move each second.
For example:
20 Mbps
is slower than:
100 Mbps
while:
500 Mbps
is faster again.
Very fast services may also be described in:
Gbps — gigabits per second
For example:
1 Gbps = approximately 1,000 Mbps
However, speed alone does not tell you whether a broadband deal is right for you.
Download Speed
Download speed tells you how quickly information travels from the internet to you.
You use download capacity when:
- Watching videos
- Loading websites
- Downloading files
- Streaming television
- Using social media
- Installing games
Therefore, download speed is the figure most people notice when comparing broadband.
However, there is another important number.
Upload Speed
Upload speed tells you how quickly information travels from you to the internet.
For example, you use upload capacity when:
- Sending large files
- Backing up photos
- Uploading videos
- Making video calls
- Using cloud storage
- Streaming live video
For many people, download speed is more important.
However, if you work from home or regularly upload large files, upload speed can matter much more.
Therefore, check both figures.
How Much Speed Do You Need?
There is no single correct broadband speed for everyone.
Instead, think about how your household uses the internet.
A person who mainly browses websites and sends emails may need much less than a household with several people simultaneously streaming, gaming and working from home.
Therefore, ask:
How many people use the connection?
How many devices are normally online?
Do we stream a lot of video?
Does anyone work from home?
Do we upload large files?
Do we play online games?
Then choose a service that fits your actual needs.
Faster Is Not Always Better Value
Suppose one package offers:
150 Mbps
while another offers:
900 Mbps
Clearly, 900 Mbps is much faster.
However, that does not automatically make it better value.
If your household only needs 100 Mbps, you may notice little practical benefit from paying considerably more for 900 Mbps.
Therefore:
Don’t simply buy the biggest number.
Instead, buy enough capacity for your needs, with some room for growth.
Broadband Speed Is Shared
Your broadband connection serves the whole household.
So, if several people use it at once, they share the available capacity.
For example, one person might be watching a film.
Meanwhile, another is gaming.
Someone else may be on a video call.
At the same time, several phones and smart devices may also be connected.
Therefore, larger or busier households may benefit from faster broadband.
Advertised Speed and Actual Speed
The speed advertised for a broadband package does not necessarily mean that every customer receives exactly that speed at all times.
Therefore, look beyond the headline figure.
Ofcom says that when you buy fixed broadband, you should receive clear information about expected speeds, including relevant minimum, normally available, maximum and advertised download and upload speeds. (www.ofcom.org.uk)
So, before signing up, look at the information provided for your property, not just the number in the advert.
Minimum Guaranteed Speed
Your provider should also give you information about the minimum guaranteed speed that applies to your broadband service.
Ofcom’s broadband speed protections are designed to make it easier to deal with services that consistently perform below the guaranteed level. (www.ofcom.org.uk)
Therefore, keep the speed information you receive when taking out the contract.
You may need it later if performance is poor.
Why Is My Broadband Slower Than Expected?
There can be many reasons.
For example:
- Weak Wi-Fi
- Router position
- Thick walls
- Distance from the router
- An older router
- An older device
- Network demand
- Copper-line limitations
- Several people using the connection
- A fault
Therefore, don’t immediately assume the broadband line itself is slow.
First, work out where the problem is.
Test With an Ethernet Cable
If possible, connect a computer directly to the router using an Ethernet cable.
Then run a speed test.
Why?
Because this removes Wi-Fi from much of the test.
Ofcom also recommends a wired connection where possible when you want the most accurate broadband speed test, because Wi-Fi itself can reduce performance. (www.ofcom.org.uk)
So, if the wired speed is good but Wi-Fi is poor, the broadband connection may not be the problem.
Instead, you may need to improve the Wi-Fi.
Where Should You Put Your Router?
Router position can make a surprisingly large difference.
Where possible, place it:
- In an open area
- Away from large obstacles
- Away from enclosed cupboards
- Away from sources of interference
- In a reasonably central position
Avoid hiding the router behind furniture simply because it looks tidier.
Likewise, putting it inside a cupboard may weaken the signal.
So, give the router space.
Thick Walls Can Affect Wi-Fi
Wi-Fi signals need to travel through your home.
However, walls and floors can weaken them.
For example, signal loss may be greater through:
- Thick stone walls
- Concrete
- Metal
- Foil-backed insulation
- Several floors
Therefore, a large or older property may need more than one Wi-Fi access point.
Wi-Fi Extenders and Mesh Systems
If your broadband is fast but some rooms have poor Wi-Fi, extra equipment may help.
One option is a Wi-Fi extender.
Another is a mesh Wi-Fi system.
A mesh system uses several units around the property to provide wider coverage.
This can be particularly useful in:
- Large homes
- Multi-storey homes
- Properties with thick walls
- Homes with many connected devices
However, don’t buy extra equipment until you know Wi-Fi coverage is actually the problem.
Broadband Contracts
Broadband is normally sold under a contract.
For example, minimum terms often last:
12 months
18 months
or:
24 months. (www.ofcom.org.uk)
During that period, you agree to pay for the service.
Therefore, before signing up, check:
- Monthly price
- Contract length
- Expected speeds
- Price changes
- Setup costs
- Equipment costs
- Exit charges
- Included services
Then compare the whole deal.
Check Future Price Changes
The starting monthly price may not be the price you pay throughout the whole contract.
Therefore, check whether the price changes during the minimum term.
Under Ofcom’s current rules, any agreed price rises should be made clear before you sign up, including the amount you will pay after the increase in pounds and pence and when the increase will happen. (www.ofcom.org.uk)
For example:
£25 per month until 31 March
then:
£28 per month from 1 April
is much easier to understand than a vague percentage-based rise.
So, when comparing broadband, consider the cost across the whole contract, not simply the first month.
Work Out the Total Contract Cost
A simple calculation can make comparison easier.
Suppose broadband costs:
£25 per month for 12 months
then:
£28 per month for 12 months
The basic two-year service cost would be:
12 × £25 = £300
plus:
12 × £28 = £336
Therefore:
£300 + £336 = £636
Then add any setup or equipment charges.
This gives you a much better comparison than simply looking at:
“From £25 per month.”
Check Whether You Are Still in Contract
Before switching, check your current contract.
Leaving during the minimum term may mean paying an early termination charge.
However, once you are out of contract, it may be a good time to compare your options.
Providers must send residential customers an end-of-contract notification before the minimum term ends. This should include information such as the end date, what you currently pay, what you will pay afterwards and the provider’s best available deals. (www.ofcom.org.uk)
Therefore, don’t ignore that message.
It can be a useful reminder to compare.
Compare Broadband
Broadband prices and packages change regularly.
Therefore, staying with the same provider for many years without checking can mean missing a better option.
When comparing, look at:
Monthly cost
Total contract cost
Download speed
Upload speed
Minimum guaranteed speed
Contract length
Price increases
Setup charges
Router or equipment
Exit fees
Customer service
Then choose the service that gives you the right balance.
Switching Broadband
Switching broadband has become much easier.
For most residential broadband and landline switches, One Touch Switch means you contact the new provider, and it arranges the switch. (www.ofcom.org.uk)
Therefore, you normally do not need to manage separate cancellations yourself.
Your existing provider should also send you information about your current contract and any charges that may apply.
Then, if you decide to continue, the new provider arranges the change.
Will My Broadband Stop During the Switch?
A well-managed switch should keep disruption to a minimum.
Under One Touch Switch, any loss of service should not last longer than one working day. Compensation rules can apply where things go wrong. (www.ofcom.org.uk)
However, some changes may involve new equipment or installation work.
For example, moving from an older copper service to full fibre may require an engineer visit.
Therefore, check what will happen before the switch date.
Keep Your Old Email Address in Mind
Some people still use an email address supplied by their broadband company.
For example:
If you change provider, you may lose that email address or have to pay to keep it.
Therefore, check before switching.
For the future, it may be better to use an email service that is not tied to your broadband provider.
Then, changing broadband becomes much easier.
Automatic Compensation
Some broadband providers take part in Ofcom’s Automatic Compensation Scheme.
For participating providers, compensation can be paid automatically for certain problems, including some delayed repairs, missed appointments and delayed starts to a new service. (www.ofcom.org.uk)
However, not every provider participates.
Therefore, check whether your provider is part of the scheme.
Social Tariffs
Some people receiving certain benefits may qualify for a cheaper broadband package called a social tariff.
These packages are designed to make broadband more affordable for households on lower incomes.
They can often cost less than standard packages.
Therefore, if you receive qualifying benefits, check whether your provider offers a social tariff.
You can also check current options through Ofcom’s broadband advice.
Broadband for Working From Home
If you work from home, broadband reliability may matter just as much as headline speed.
For example, think about:
- Video calls
- Cloud services
- Upload speed
- VPN connections
- Large file transfers
- Reliability
- Wi-Fi coverage
In addition, consider what would happen if the connection failed.
For occasional home working, a mobile hotspot may provide a useful backup.
However, if your work depends heavily on connectivity, you may want a stronger backup plan.
Gaming
Online gaming does not always require extremely high download speeds.
Instead, latency can be particularly important.
Latency is the delay between sending information and receiving a response.
You may hear this called:
ping
Lower latency is generally better for real-time gaming.
Therefore, a stable connection with low latency can sometimes matter more than buying the fastest available package.
Streaming
Streaming video can use a lot of data.
However, the amount of speed needed depends on picture quality and how many people are watching at once.
For example, several simultaneous high-quality streams require more capacity than one person watching television.
Therefore, consider the whole household rather than one device.
Smart Homes
Modern homes can have many internet-connected devices.
For example:
- Smart TVs
- Speakers
- Cameras
- Doorbells
- Thermostats
- Lighting
- Appliances
- Heating controls
Most individual devices use relatively little bandwidth.
However, the number of connected devices can still affect your network.
Therefore, good Wi-Fi coverage becomes increasingly important as a home becomes more connected.
Broadband Security
Your broadband connection also needs to be secure.
Start with your router.
For example:
Use a strong Wi-Fi password.
Keep the router software updated where possible.
Change default administration passwords if appropriate.
Use modern Wi-Fi security settings.
In addition, be careful when giving visitors access to your main network.
Some routers allow a separate guest network.
That can provide another layer of separation.
What If Your Broadband Is Poor?
Use a simple process.
First: restart the router if appropriate.
Next: check whether the problem affects one device or everything.
Then: test close to the router.
After that: test using Ethernet if possible.
Next: compare the result with the speed information from your provider.
Finally, if the connection itself appears to be below what you were promised, contact the provider.
Keep records of tests if the problem continues.
Complaining About Broadband
If your provider does not resolve a problem, use its formal complaints process.
Keep:
- Dates
- Complaint reference numbers
- Emails
- Bills
- Speed test results
- Engineer reports
- Details of what was promised
If the complaint remains unresolved for six weeks, or you reach deadlock sooner, you may be able to take it to an approved Alternative Dispute Resolution scheme. (www.ofcom.org.uk)
Therefore, make sure the provider records the issue as a formal complaint when appropriate.
Broadband for Businesses
Businesses often have different broadband needs.
For example, a business may depend on broadband for:
- Card payments
- Cloud software
- Customer bookings
- VoIP telephones
- Security systems
- Remote working
- File transfers
Therefore, reliability can be extremely important.
A business may also want a Service Level Agreement, or SLA, covering matters such as fault repair and service support. (www.ofcom.org.uk)
So, the cheapest household-style connection may not always be suitable for a business that cannot operate without internet access.
Business Broadband Speeds
Business users should also look at both download and upload speeds.
For example, cloud backups and large file transfers can make upload performance especially important.
In addition, some providers participate in Ofcom’s voluntary Business Broadband Speeds Code of Practice.
The code includes clearer speed information and, for services within its scope, protection where speeds remain below the minimum guaranteed level after the provider has had a chance to fix the problem. (www.ofcom.org.uk)
Therefore, business users should check both the expected performance and the support offered.
Compare Home Broadband
The right broadband package depends on your property and how you use the internet.
Therefore, Energility’s comparison service will help you look beyond the headline price.
We will help you consider factors such as:
Price
Speed
Contract length
Connection type
Expected price changes
and:
Overall value
Coming Soon
Energility is currently developing its comparison services while we build the website and create useful content for you.
Our Compare Home Broadband service is planned to launch in January 2027.
In the meantime, please feel free to use our broadband guides to understand your options and prepare for your next comparison.
Compare Business Broadband
Businesses will also be able to compare broadband through Energility.
However, business broadband needs can be very different from household needs.
Therefore, our comparison service will consider the wider picture, including:
Speed
Reliability
Support
Contract terms
and:
Business needs
Our Compare Business Broadband service is also planned to launch in January 2027.
A Simple Broadband Checklist
Before choosing broadband, ask:
- What connection types are available?
- Do I need full fibre?
- What download speed do I need?
- What upload speed do I need?
- What speed is expected at my address?
- What is the minimum guaranteed speed?
- How long is the contract?
- Will the price rise?
- What is the total contract cost?
- Are there setup charges?
- Are there exit fees?
- Is the router included?
- Will Wi-Fi cover my whole property?
- Am I currently in contract?
- Could I qualify for a social tariff?
- Do I rely on an email address from my current provider?
You do not need the fastest broadband available.
Instead, you need broadband that fits your needs at a sensible price.
Quick Summary
Broadband does not need to be complicated.
First, find out what type of connection is available.
Next, think about how your household or business uses the internet.
Then, decide how much speed you actually need.
After that, compare the full cost rather than simply the headline price.
Meanwhile, check the contract length and any future price increases.
Finally, make sure the Wi-Fi inside your property is good enough to make use of the broadband coming in.
Most importantly:
Don’t simply choose the fastest package.
Choose the connection that gives you the right mix of speed, reliability and value.
Energility
Understand More. Spend Less. Live Better.