Catenaa, Wednesday, November 19, 2025- UK broadband users are being advised to seek compensation from providers after a survey found millions experienced service outages over the past year, costing the economy £1.4 billion in lost working hours.
uSwitch, which commissioned the survey, reported that 41% of adults, or roughly 22.4 million people, lost broadband on one or more occasions in the previous 12 months.
Provider outages were the leading cause, cited by 37% of respondents, followed by power cuts at 33% and faulty routers at 27%.
Other causes included cable damage, interference from electrical devices, and issues after switching providers.
London and Edinburgh recorded the highest outage rates, with 48% of residents reporting at least one loss of connection.
Bristol followed at 45%, with Norwich and Liverpool at 43%. Belfast fared best, with only 18% affected, followed by Cardiff, Brighton, Sheffield, and Leeds, where outages affected between 30% and 34% of users.
Despite entitlement under Ofcom’s Voluntary Compensation Scheme, 78% of affected customers did not claim reimbursement.
Users who notify providers of a total service loss lasting two or more working days may receive up to £9.76 per day. uSwitch highlighted that most major UK providers participate in the auto-compensation scheme.
Experts stress that reliable connectivity is increasingly expected as providers raise prices. While switching providers is an option for frequent outages, customers often hesitate due to the risk of further disruption.
