Signing a new broadband contract

Broadband is an internet connection that is always on. It connects your home to the internet.

A woman pointing to a piece of paper which has the numbers 1 to 5 on it.

Lots of different companies offer broadband.

A front cover of a Universal Credit leaflet

Some companies have cheaper broadband for people who get Universal Credit or Pension Credit.

The front cover of an Employment and Support Allowance leaflet

Some companies have cheaper broadband for people who get other benefits like:

A man on the phone and a man on a laptop. Between them is some money and a downwards pointing arrow in a circle.

Contact your broadband company and ask if they offer cheaper broadband or look on the uswitch website to find out more about cheaper broadband from different companies. Cheaper broadband is sometimes called a social tariff.

A hand holding some money in front of some calendar months.

What should I think about when choosing my broadband?

When you look at information about broadband from different companies, you might want to find out about:

the price you will pay each month
the speed of the broadband
how long the contract lasts
if there are any extra costs
what happens if things go wrong with the broadband.

A hand signing pieces of paper which have the word contract at the top and 2 people shaking hands.

Signing a contract for broadband

When you choose your broadband, you have to sign a contract with the company you are going to pay for your broadband.

A man in a suit is shaking someone's hand

A contract is a legal document where two or more people or companies agree what they are going to do.

A man is showing another man a piece of paper

Before you sign a contract for broadband, the company must give you a contract summary.

A man in a suit reads from a piece of paper. He is smiling.

The contract summary must be 1 page if it is only a contract for broadband. It might be longer if it is also a contract for other things like a phone or tv.

A woman with a thought bubble with a green tick and red cross inside it

The contract summary should help you decide if the broadband package is the right one for you.

A sheet of paper with the heading contract summary and images of writing, months from a calendar, a router, some money and a group of people.

The contract summary must have information about:

how long the contract is
the service and equipment the broadband company will give you
the price you have to pay and if it will go up before the end of your contract
the speed of the broadband
things which make it easier for disabled people to use the broadband
how you can renew or stop the contract
what the broadband company will do if things go wrong with your broadband.

A hand holding a piece of paper which says contract and has lots of writing and a signature on it.

The broadband company must also give you a contract.

A piece of paper with the word contract at the top and images of writing, a calendar, a phone and email, a router and some money.

The contract must have information about:

the start date of the contract
how long the contract is
the name and the contact details of the company
what services you will get
the price you have to pay and if it will go up before the end of your contract
how you can stop the contract and how much it will cost you
how you can renew the contract
the money you might get back if things go wrong with your broadband.

A sheet of paper with the heading contract and images of words, money, a router, a person, a group of people and a broadband company symbol.

The contract might also have information about:

any limits on the speed of the broadband
any limits on how much you can download or upload
how you can use the equipment the broadband company give you and if you have to pay for it. For example the router.
what information you have to give the broadband company about yourself
what information the broadband company collects about you
things which make it easier for disabled people to use the broadband
how you can change to a different broadband company.

A man sat in a chair, reading from a sheet of paper.

You should be able to keep the information in the contract so you can look at it in the future.

A woman holding a piece of paper in one hand whilst her other hand is raised with the thumbs up

The contract only starts after you have had the contract summary and you agree to the information in the contract.

A man searching for a webpage on a laptop sitting at a desk

For more information about your rights when signing a new broadband contract, visit the ofcom website.

An open laptop showing a website home page

How to get help

You can get help and advice about money and energy on our website at https://www.mencap.org.uk/help-and-advice/money-and-benefits/how-save-money

A lady thinking about money and looking worried.

If you are worried about money or paying your bills, contact our Learning Disability Helpline:

Call us Monday to Friday on 0808 808 1111

Email us at [email protected]

Fill in our online form

This Easy Read was produced by funding from the British Gas Energy Trust.