Changing your internet speed (Physical line)

More detail

This guide is for Physical line customers who have broadband with their phone line.

You can ask to increase speed if your connection feels slow, or decrease speed if you want a lower monthly price.

Openreach applies a one-off charge when a line speed is upgraded or downgraded. We tell you the cost before the change goes ahead.

How the change affects your bill depends on when it happens in the month. See How service changes affect your bill for credits and pro-rata charges.

How to change speed

1. Run a speed test with a cable to your router if you can. See Slow internet for tips first.

2. Contact us and say you want to change your Physical line speed.

3. Ask us for the one-off Openreach fee and your new monthly price before you agree.

4. Confirm when the change will take effect.

5. Check your next bill for the speed change, any one-off fee, and any credit or pro-rata lines.

6. See How service changes affect your bill if credits or extra charges appear.

Common mistakes

• Requesting a speed change before trying a reboot and cable speed test.
• Assuming speed changes are free with no one-off network fee.
• Expecting the new speed the same hour you ask.

Frequently asked questions