Broadband problems and switching help
Not sure what to do about your broadband?
Call us to talk through the problem. We’ll help you understand your options, whether your connection is slow, your Wi-Fi keeps dropping out, or you want to leave your current provider.
- Slow or unreliable broadband
- Wi-Fi coverage around the home
- Changing or leaving a provider
- Checking options at your postcode
What are you calling about?
You don’t need to know the technical cause. Start with what you can see: when the problem began, which rooms or devices are affected, and what your provider has already told you.
Connection problems
Slow speeds, repeated dropouts, buffering or a router that keeps losing connection.
Call for helpWi-Fi around the home
A good connection near the router but weak or unreliable coverage elsewhere.
Call for helpSwitching provider
Understanding available connection types and the practical steps involved in changing.
Discuss optionsContract questions
What to check before leaving, including contract dates, notice periods and provider correspondence.
Talk it throughBefore you call
Three things that help us understand the problem
Don’t worry if you don’t have everything. These details simply make the conversation quicker.
- Your postcodeThis helps identify the connection options normally available in your area.
- Your provider and packageA bill or contract email is useful, especially if you’re thinking about switching.
- What you have already triedFor example: restarting the router, moving a device, or contacting the provider.
broadbandcareuk is an independent consumer information and telephone advisory service. We are not BT, Sky, Virgin Media, TalkTalk, EE, Plusnet, Vodafone, or an authorised support line for any network operator. For account changes, billing disputes or confirmed network faults, you may still need to speak directly with your provider.
Common questions
Before you pick up the phone
Will you fix my line remotely?
No. We can help you narrow down the likely issue and explain the next step, but only your provider or network operator can access and repair their network.
Can you access my provider account?
No. We do not have access to provider systems or your account. Please never share a password or security code with us.
Do I have to switch provider?
No. The call starts with your situation. If switching is one possible option, you can decide whether you want to explore it.
Is the advisory call free?
We do not charge an advisory fee. The 0330 number is charged at the standard UK geographic rate and is normally included in mobile and landline minute bundles.
Talk through your broadband problem
Monday to Saturday, 8am–8pm