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Digital is now considered essential for everyday life. We know that not everyone in our region has a good broadband connection, so we’ve put together guidance to help people understand what can be done to fix this.

What to do if you have poor internet connectivity

If you're experiencing poor internet connectivity at home, there are practical steps you can take. We've created a helpful guide to walk you through everything from testing your current speeds to exploring alternative providers and understanding your rights under the Universal Service Obligation.

Our step-by-step guide providers advice for what to do if you have poor internet connectivity:

There are several websites offering this service. Your current internet service provider is likely to have a speed test feature, or you can search online.

Important: Run tests at different times of day (morning, afternoon, evening) and record results. Take screenshots if possible. Note both download AND upload speeds.

Ask your current provider:

  • What is the maximum speed available at your address?
  • Check your existing contract for a minimum guaranteed speed to measure against speed test results
  • Are there any immediate improvement solutions for the home? This could include signal boosters and home setup advice
  • Are there any planned infrastructure upgrades in your area?
  • Can they offer a better router or home setup optimisation?
  • Would an engineer visit help identify issues with in-home wiring?
  • Are there any loyalty deals for existing customers?

Broadband

Ofcom’s availability checker can help you find out what broadband services are available in your area:
Mobile and Broadband checker - Ofcom.

Mobile

Mobile network operators offer mobile broadband solutions.

Mobile connectivity isn’t just for phones. Mobile broadband also uses 4G/5G mobile data to connect your home to the internet in the same way your smartphone does. If you have good indoor mobile coverage then mobile broadband could be an option.

You can check mobile coverage availability using Ofcom's Mobile Availability Checker:
Ofcom Mobile Coverage Checker.

Please note, sometimes the coverage availability shown on the Ofcom checker does not always reflect real-world user experience. Please read the ‘About this mobile checker’ page on the Ofcom website for more information.

Other Options

Other broadband options are available in some areas including Fixed Wireless Access (FWA) or Non-Terrestrial Networks (e.g. satellites).

If your speed consistently tests below 10Mbps download and 1Mbps upload and no other provider can offer improved service, you have the right to request an upgraded connection.

  • Contact BT (the designated Universal Service Provider) at 0800 783 0223
  • Or visit: BT Universal Service Obligation
  • Have your address and speed test results ready
  • Note that there may be costs if installation exceeds £3,400

Important: Everyone in the UK has the right to request access to a minimum set of communications services at affordable prices. The services that must be provided have been set out by the Government in legislation. This is known as the Universal Service Obligation. You do not need to be an existing customer of BT to apply. BT will check if you are eligible for an upgrade (i.e. your home or business has no access to existing decent broadband and is not covered by a public broadband scheme offered by the UK governments in the next 12 months). If you’re not eligible, BT will tell you what your options are. You can find more information from Ofcom, the UK communications regulator.

Through Project Gigabit, the UK Government is funding better connectivity across the country. Find out more about Project Gigabit here: Project Gigabit – UK Gigabit Programme (opens in new tab).

Using publicly available data, a map has been created to show where Project Gigabit will improve connectivity across the West of England. You can check for any future broadband rollout plans in your area here: Broadband connectivity plans — Open Data Portal (opens in new tab).

This data provides BDUK’s view of current connectivity, future commercial plans, and BDUK interventions. Please note that this information is subject to change. The data has been subset to the Local Enterprise Partnership region and aggregated to postcode level to avoid identifying specific premises. Hence the proportions and counts for each of the metrics relate to the number of premises in a specific postcode.

Please read the user guide (opens in new tab) for full details of the data.

Guides and information

Find out more about our work

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The Digital Office

The Digital Office is enabling faster, more efficient deployment of digital connectivity infrastructure across the West of England by working closely with telecom providers and local authorities to create optimal conditions for digital infrastructure deployment.

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Digital inclusion in the West of England

Learn about how we're improving access to the services West of England residents need, and the skills, knowledge and confidence to participate in our increasingly digital world.

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The Digital Office Data service

The data service provides a detailed view of the current fixed-line and mobile coverage across the region. It highlights areas with both strong and weak connectivity, offering valuable insights for identifying coverage gaps and prioritising areas for digital infrastructure investment.

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Digital transformation in the West of England

Digital technologies are revolutionising almost every aspect of our lives. The Mayoral Combined Authority is committed to ensuring the benefits of digital technologies and the internet are available to everyone.

Our ethos is that digital transformation must put people first, be ethical and be fair. We want digital transformation to deliver better outcomes for people and place.

Read the Digital plan to discover the region's digital priorities and ambitions, and how digital infrastructure plays a crucial role.

Discover digital transformation