Choosing the Right Business Broadband Provider: Factors to Consider

Emily Thompson combines her academic background in business and environmental management to help businesses navigate sustainability.

With experience in broadband services and water conservation, Emily guides businesses towards practices that protect the environment without compromising performance.

When not consulting, Emily enjoys gardening and cooking with homegrown vegetables.

In our increasingly interconnected world, a reliable and fast internet connection is an absolute necessity for businesses of all sizes. A recent report by the Office of Communications (Ofcom) revealed that 85% of small businesses in the UK consider broadband to be fundamental to their operations.

The right broadband service can enhance your business operations, from bolstering client communications to facilitating efficient remote working. Here are the key factors you should consider when choosing a broadband provider for your business.

In this guide

• 1. Understand Your Speed Requirements
• 2. Reliability and Uptime are Crucial
• 3. Quality Customer Service
• 4. Consider Scalability
• 5. Factor in Costs
• 6. Security Measures

• 7. Understand Contract Terms

1. Understand Your Speed Requirements

The need for speed is paramount when it comes to business broadband. It can greatly influence operational efficiency, impact customer experience, and, ultimately, affect your bottom line.

Based on a survey by ISPreview.co.uk, it is noteworthy that 60% of businesses in the UK identified that a minimum broadband speed of 24 Mbps is essential for their day-to-day operations. However, your company’s specific speed requirements could be shaped by a number of factors:

Number of Employees

The greater the number of employees, the higher the speed requirements, particularly if they are all online simultaneously.

Nature of Operations

Different business activities have varying internet speed requirements. For example:

• Regular large file uploads: Transferring large data files or high-resolution images necessitates a broadband connection with high upload speeds.
• Video Conferencing: If your business relies heavily on video conferencing, you’ll need a robust broadband connection to support high-quality video calls without glitches.
• Cloud-Based Applications: Businesses that use a lot of cloud-based applications for project management, customer relationship management, or data storage, will need high-speed internet to ensure these tools function efficiently.

Number of Connected Devices

Beyond just computers, consider other devices that might be connected to your network, including smartphones, tablets, printers, and smart devices. The more devices you have connected, the more bandwidth you’ll need.

Given these factors, many businesses, particularly those with high-speed requirements, might need to consider fibre broadband connections. These can deliver impressive speeds of up to 1 Gbps, ensuring that your business operations can run smoothly without the annoyance of a slow internet connection.

Understanding your specific business needs is the first and fundamental step in choosing the right business broadband provider. It will guide you in selecting a package that best meets your speed requirements. Always remember, the cheapest plan isn’t necessarily the most cost-effective if it doesn’t meet your speed needs.

2. Reliability and Uptime are Crucial

Choosing a business broadband provider that assures high reliability and uptime is indispensable. An unstable or slow connection can cause delays, customer dissatisfaction, and loss of revenue.

According to the UK’s Department for Digital, Culture, Media & Sport, the average UK business incurs losses of around £900 per year due to internet downtime. This statistic underscores the importance of a reliable internet connection for the smooth running of any business.

When evaluating a potential provider, it is essential to consider the following elements:

• Service Level Agreement (SLA): This is a critical document that sets out the expectations for service between you and your broadband provider. It should guarantee a specified level of uptime, typically above 99%. The higher the uptime commitment, the less likely your business will face disruptive downtime.
• Compensation Policies: A good SLA will outline the compensation policies if the service fails to meet the promised standards. Some providers may offer credits against future billing, while others may agree to monetary compensation.
• Fault Resolution Time: Ideally, the SLA should also include commitments on fault resolution times. This refers to how quickly the provider promises to fix an issue once it’s reported. For businesses where internet access is critical, opt for providers who offer fast fault resolution times.

When it comes to selecting a broadband provider, reliability is just as important, if not more so, than speed. Always take the time to understand the terms of the SLA before making a commitment. Remember, the cost of downtime can far exceed the cost of the broadband service itself.

3. Quality Customer Service

When choosing a broadband provider for your business, the quality of customer service is an aspect you shouldn’t overlook. According to a survey by the UK’s communications regulator, Ofcom, 37% of UK businesses have switched broadband providers due to poor customer service. Excellent customer service can significantly enhance your experience and assist in resolving any potential issues promptly and efficiently.

Consider the following when evaluating the quality of customer service:

• Technical Support: Technical glitches can occur at any time. Having access to a knowledgeable and efficient technical support team can help minimise downtime. It’s essential to assess whether the provider offers expert help to troubleshoot problems and maintain smooth connectivity.
• Responsiveness: Quick response times can be crucial, especially when you’re facing connectivity issues. Longer downtimes can hamper your business operations and lead to potential revenue loss. Hence, your provider should be able to respond and address issues promptly.
• Availability: Ideally, your broadband provider should offer customer support 24/7. This is especially important if your business operates outside standard business hours or if you have international clients in different time zones.
• Online Reviews and Testimonials: One of the best ways to gauge a provider’s customer service quality is through reviews and testimonials. These can provide real-world insights into other customers’ experiences. Websites like Trustpilot or the review section of the provider’s Google Business listing can be valuable sources of information.

Remember, a good broadband provider is not just about offering high-speed internet but also about ensuring a satisfying customer experience and reliable after-sales service.

4. Consider Scalability

The scalability of the broadband service is a crucial aspect for businesses, particularly for those anticipating growth. As your business expands, so will your internet requirements. According to an Ofcom study, the broadband needs of UK businesses grow by an estimated 30% each year. This underscores the importance of choosing a broadband provider that can scale alongside your business.

Here are some factors to consider when evaluating a provider’s scalability:

• Flexible Packages: Look for broadband providers that offer flexible packages. The right provider should be able to adjust your plan to fit your changing needs. For instance, you may start with a basic package and eventually need to upgrade to a package with more bandwidth or faster speeds. The transition should be seamless and hassle-free.
• Future-proof Services: In an era of rapid technological advancements, it’s wise to choose a provider that is forward-thinking and invests in new technologies. For example, a provider that offers fibre optic broadband could be a better choice for future-proofing your business needs compared to one that only offers traditional ADSL broadband.
• Handling Increased Traffic: As your business grows, the number of simultaneous connections to your broadband may increase. This could be due to more employees, more office locations, or increased use of online services like cloud applications and video conferencing. Your broadband provider should be able to handle this increased traffic without a hitch.
• Contract Terms: It’s also important to check the contract terms. Some providers may lock you into a long-term contract that can make it difficult to upgrade or downgrade your package. Look for a provider that offers flexible contracts that allow you to change your package as your business evolves.

Choosing a broadband provider that can scale with your business ensures that your growing needs are always met, allowing you to focus on what matters most – running your business effectively.

5. Factor in Costs

While the primary focus should be on the quality of service, cost is an integral part of choosing a business broadband provider. The total costs include more than just the monthly subscription fee. According to Ofcom, UK businesses spend an average of £354 per year on broadband services. To ensure you get good value for your money, consider the following points:

• Monthly Subscription Fee: This is the regular recurring cost for your broadband service. Compare the packages of different providers. What speeds and services do they offer for the price?
• Installation Charges: Some providers may charge a one-time installation fee. Find out if this is the case, and whether it’s included in your package or billed separately.
• Equipment Costs: Some providers may offer to lease the necessary equipment, such as modems or routers, for an additional monthly fee. Others might give you the option to buy the equipment outright. Compare these costs and consider what’s most economical for your business in the long term.
• Hidden Charges: Make sure to ask about any hidden charges. These could include fees for services like technical support or costs for exceeding your data cap.
• Early Termination Fees: Check the provider’s policy on contract termination. If you choose to switch providers before your contract term ends, there may be a penalty.

By taking the time to thoroughly examine and compare the costs of different broadband providers, you can ensure that you select a service that fits your budget and gives you the best value for your money.

6. Security Measures

In the digital age, having robust security measures in place is a necessity, not a luxury. With the Federation of Small Businesses reporting in 2020 that SMEs in the UK are subjected to around 10,000 cyber-attacks daily, businesses must choose a broadband provider that takes security seriously. Here are some key security features to look out for:

• Firewalls: A firewall is a network security system that monitors and controls incoming and outgoing network traffic based on predetermined security rules. It forms a barrier between a trusted internal network and untrusted external networks.
• Anti-virus Protection: A good broadband provider will offer anti-virus protection to guard your business against viruses, malware, ransomware, and other cyber threats. This protection should extend to all devices connected to your network.
• Data Encryption: Encryption transforms data into code to prevent unauthorized access. Check if the provider offers data encryption to ensure sensitive business information remains secure during transmission.
• Virtual Private Network (VPN): A VPN extends a private network across a public network and enables users to send and receive data across shared or public networks as if their devices were directly connected to the private network.
• Frequent Updates and Patches: Ask if the broadband provider regularly updates and patches their system to protect against known vulnerabilities.

Choosing a broadband provider with robust security measures in place can give you peace of mind and protect your business from costly cyber-attacks.

7. Understand Contract Terms

Before committing to a broadband provider, it’s crucial to fully understand the terms of your contract. Terms and conditions that might seem innocuous could end up having significant financial implications down the line. Here are some key points to consider:

• Contract Length: Contracts for business broadband typically range from 12 to 24 months. Some providers might require a longer commitment, particularly if they’re offering special introductory rates or free equipment. Consider your future plans – if there’s a chance your business might move or need to scale up or down in the near future, a shorter contract or one with flexibility might be more suitable.
• Cancellation Policy: It’s essential to know the provider’s policy should you wish to cancel your contract. Some might allow you to cancel without penalty during a cooling-off period, typically within the first 14 days. Others may require you to pay a portion of the remaining contract amount if you cancel after this period.
• Penalties for Early Termination: Understanding the potential penalties for early termination is vital. Some providers might require you to pay all or a significant portion of the remaining balance of your contract if you choose to end it early. This can be a substantial expense if you’re locked into a longer-term contract.
• Service Level Agreement (SLA): A SLA is a commitment between a service provider and a client that defines the level of service expected during the term of the contract. It should detail the performance standards the provider is expected to meet and the remedies or penalties should the provider fail to meet these standards.
• Data Cap: Check if your contract has a data cap. This is a limit on the amount of data you can use in a month. Exceeding this cap might result in additional charges or slower speeds.
• Changes in Terms: Providers often reserve the right to change the terms of your contract, including price, during the contract term. Understand how much notice they must give you and whether you have the right to cancel if you don’t agree to these changes.

Being aware of these aspects and fully understanding the terms and conditions of your broadband contract can help avoid unpleasant surprises and ensure you’re choosing the most appropriate provider for your business needs.