Broadband compensation calculator
Estimate possible automatic compensation for eligible UK broadband faults.
Open calculatorBroadband disconnection or Wi‑Fi dropout?
The first step is to separate a real broadband disconnection from a Wi‑Fi dropout. If every device loses internet at the same time, including wired devices, the broadband service or router may be dropping. If only phones, laptops or one room are affected, Wi‑Fi is more likely.
Check the lights on your router or ONT when the issue happens. A red, flashing or lost broadband/fibre light gives your provider useful fault evidence.
Checks before calling your provider
- Restart the router and avoid repeated restarts during provider testing.
- Check power cables, Ethernet cables, filters and wall sockets if applicable.
- Test with Ethernet and record whether disconnections still happen.
- Remove unnecessary extension leads, splitters or old phone wiring where relevant.
- Keep a simple log of disconnection times, router light status and speed test results.
When it may be a provider fault
If the connection drops on Ethernet, the router loses service lights, or multiple devices fail at once, contact your provider. Give them times, test results and details of whether the issue happens on wired connections.
If the service is repeatedly unavailable, also check your provider status page and your rights around faults, repairs and compensation.
Quick fault checklist
- Restart the router and leave it five minutes before testing again.
- Run one test close to the router and another in the room where the issue happens.
- Try Ethernet where possible to separate broadband-line issues from Wi‑Fi issues.
- Pause large downloads, cloud backups, game updates and streaming on other devices.
- Test at different times of day and keep screenshots of poor results.
FAQs
Why does my broadband disconnect but reconnect quickly?
Short drops can be caused by router instability, poor line signal, power issues, firmware problems or provider network faults.
How do I know whether my router is faulty?
If wired and wireless devices all drop at once, and the router lights change or it reboots, the router or broadband service may be at fault.
What evidence should I give my provider?
Give dates and times of disconnections, whether Ethernet was affected, router light behaviour and screenshots of poor speed, ping or jitter results.