Updated October 2026
UK broadband, ranked by what they promise
How 17 UK broadband companies compare on refunds, service credits and compensation, read straight from their public terms.
3Utility WarehouseBroadband80Excellent · 13 promises13Credit for a missed or late-cancelled engineer appointmentNo deadline stated · Simple to claim10TalkTalkBroadband67Strong · 6 promises6Credit for total loss of phone/broadband serviceNo deadline stated · Simple to claim15TrooliBroadband63Strong · 13 promises13Pro-rata credit for continuous total loss of service of 3+ daysNo deadline stated · Takes a few steps17EEBroadband62Strong · 5 promises5Compensation for late broadband/landline activationNo deadline stated · Simple to claim20KCOMBroadband61Strong · 9 promises9Automatic compensation for late connection, repair or missed appointmentNo deadline stated · Takes a few steps21Connect FibreBroadband61Strong · 11 promises11Bill credit for network suspension beyond 3 working daysNo deadline stated · Simple to claim24GigaclearBroadband60Strong · 11 promises11Bill credit for suspension lasting over 3 working daysNo deadline stated · Simple to claim26YouFibreBroadband59Strong · 13 promises13Bill credit for service suspensions lasting more than 3 daysNo deadline stated · Simple to claim29HyperopticBroadband58Strong · 10 promises10Compensation for delayed service activationNo deadline stated · Simple to claim31Zen InternetBroadband57Strong · 9 promises9Right to cancel penalty-free if guaranteed broadband speed isn't fixed in 30 daysClaim within 30 days · Takes a few steps35BTBroadband56Strong · 5 promises5Automatic compensation for landline/broadband loss of serviceNo deadline stated · Simple to claim36VodafoneBroadband56Strong · 7 promises7Late repair compensation £10.34/dayNo deadline stated · Takes a few steps37Onestream (Cuckoo)Broadband55Strong · 10 promises10Daily delay payment for missed installation target dateNo deadline stated · Takes a few steps39PlusnetBroadband54Fair · 11 promises11Automatic bill credit compensation for home phone faults/delaysNo deadline stated · Takes a few steps46Virgin MediaBroadband48Fair · 11 promises11Automatic Compensation for delayed repairs/installation or missed appointmentsNo deadline stated · Harder to claim50NOW BroadbandBroadband47Fair · 9 promises9Refund/credit for line fault preventing viewing of paid contentClaim within 28 days · Harder to claim57toobBroadband43Fair · 9 promises9Toob will make good damage to your home's structure caused during installationNo deadline stated · Harder to claim
Questions
Broadband: quick answers
Which broadband company promises customers the most?
Utility Warehouse ranks first among UK broadband companies in the Promise Index, with a Promise Score of 80 out of 100 and 13 promises in its terms.
Which broadband company has the most promises in its terms?
Utility Warehouse, with 13 promises that give customers refunds, credit or compensation.
How are these companies compared?
We read each company's public terms, list every refund, credit and compensation promise, and score them. Compensation and service credits count most, and simple claims count more than ones that need forms or evidence.