EVERY METRIC FIBREDOG TRACKS AND MEASURES
Provider metrics
If you’re barmy enough to be here to read about every metric we track in order to rate providers and supply tools with the variables they need, then well done you. You’re as big a nerd as we are. There are 238 here, but many of them have multiple sub-variables or variations, meaning the real count is 472.
The package-level data we track
These variables describe what a provider is actually selling: the speeds, contract shape, delivery setup, price-rise details and any symmetrical-speed conditions attached to each package.
Package name
The name customers see for the package, so we can tell one plan from another without relying on internal labels.
Download speed
The advertised download speed for the package. It tells us what the provider says the line should deliver.
Upload speed
The advertised upload speed, which matters when someone’s sending files, video calling or backing things up.
Contract length
How long the customer is tied into the package before the minimum term ends.
Delivery variants4 variables
The different versions of the same package, where it isn’t delivered in one single way for every customer.
Technology
The access technology behind this version of the package, such as fibre, cable or another delivery method.
Network
The network this version uses, so we know who’s actually carrying the connection.
Router supplied
The router supplied with this version of the package, where that detail isn’t the same across every setup.
Variant notes
Any extra notes needed to explain a package variant that wouldn’t be obvious from the headline variables.
Landline as standard
Whether a landline comes with the package as standard, rather than being optional or absent.
Package display order
The order we use when showing packages in tables and comparisons.
April price rise
The monthly April price increase attached to the package, where the provider publishes one.
Minimum guaranteed speed percentage
The minimum guaranteed speed as a share of the advertised download speed.
Symmetrical speeds available
Whether upload and download speeds can match each other for this package.
Symmetrical speeds require paid add-on
Whether matching upload and download speeds need a paid extra rather than being included.
Symmetrical speeds available on all packages
Whether matching upload and download speeds are available across the provider’s package range.
Symmetrical speeds available in all postcodes
Whether matching upload and download speeds are available in every postcode where the package is sold.
The add-ons and included extras we track
These variables describe what comes with a package, what costs extra, and which optional services can change the real value of a provider’s broadband offer.
Wi-Fi guarantee inclusion level
How widely a provider includes a Wi-Fi guarantee, rather than only making it available in narrow cases.
Mesh devices on standard packages
How many mesh units or boosters are included with standard packages, if the provider includes them at all.
Mesh devices on premium packages
How many mesh units or boosters are included with higher-end packages, where the bundle changes by tier.
Security software included as standard
Whether security software is included with the broadband service, without the customer adding another paid option.
Provider email included as standard
Whether the provider includes an email service as part of the broadband package.
Broadband backup included as standard
Whether backup connectivity is included, so the package has a fallback if the main connection drops.
Paid premium router available
Whether customers can choose a higher-spec router by paying for an upgrade or premium option.
Best router requires paid add-on
Whether the provider’s strongest router is only available when the customer pays for an extra.
Best router requires specific package
Whether the best router is tied to particular package tiers rather than being available across the range.
Best router requires specific technology
Whether the best router depends on the access technology available at the customer’s address.
Router choice at signup
Whether customers can choose between router options when they sign up.
Paid mesh add-on available
Whether customers can add a paid mesh or whole-home Wi-Fi service when they need wider coverage.
Additional mesh devices as paid extras
Whether customers can add extra mesh devices for a fee if the included setup doesn’t cover the home.
Maximum mesh devices supported
How many mesh devices the provider’s whole-home Wi-Fi setup can support.
Additional security paid add-on
Whether the provider sells extra security features beyond anything included as standard.
Paid broadband backup available
Whether a backup connection can be added as a paid extra when it isn’t included.
Paid technical support add-on
Whether customers can pay for enhanced technical support or extra help with their setup.
Paid static IP available
Whether customers can add a static IP address for uses that need a fixed connection identity.
Paid landline or call package available
Whether customers can add home phone or call features as a paid extra.
Premium features behind paid add-ons
Whether broadband-enhancing features sit behind paid extras, paid upgrades or premium package tiers.
Router overall score
The combined router assessment used where the package or provider needs a single router-quality reference.
Paid Wi-Fi guarantee add-on available
Whether a Wi-Fi guarantee can be added as a paid option when it isn’t included as standard.
Paid WiFi Max available
Whether the provider offers WiFi Max, or an equivalent paid Wi-Fi guarantee and pod service.
How package changes are measured
These variables cover what happens when a customer wants to move up, move down or adapt their broadband package after signup.
Package upgrades mid-contract
Whether customers can move up to a different package before their current deal ends.
New minimum term after upgrade
Whether upgrading starts a new minimum term, rather than simply changing the current service.
Online upgrade support
Whether an upgrade can be handled online without needing to call the provider.
Phone-required upgrades
Whether the provider makes customers phone up before an upgrade can be completed.
Upgrade notice period
How much notice is attached to an upgrade, if the change isn't instant.
Package downgrades mid-contract
Whether customers can move down to a different package before the current deal ends.
New minimum term after downgrade
Whether downgrading starts a new minimum term, which can change the practical cost of switching down.
Online downgrade support
Whether a downgrade can be handled online rather than through a call centre.
Phone-required downgrades
Whether the provider requires a phone call before a downgrade can happen.
Downgrade notice period
How many days of notice are attached to moving to a lower package.
Downgrade contract charges
Whether a provider can charge when a customer downgrades before the current term ends.
Downgrade charge calculation
How the provider explains any downgrade charge, if the amount isn't obvious from the headline rule.
The router data we track
These variables describe the supplied router, the Wi-Fi features it supports, the physical hardware and the controls customers can actually use.
Router name
The public name of the router or hub supplied with the service.
Router manufacturer
The company that makes the supplied router, where that information is published.
Router model number
The exact model number, so similar-looking routers aren't treated as the same device.
Router image
The router image used to identify what customers should expect to receive.
Router display order
The order in which a provider's routers are shown, usually from the entry-level model to the most capable.
Wi-Fi standard
The Wi-Fi generation supported by the router, such as Wi-Fi 5, Wi-Fi 6 or Wi-Fi 7.
Wi-Fi bands
The wireless bands the router can use, including 2.4GHz, 5GHz and 6GHz where applicable.
2.4GHz supported
Whether the router supports the 2.4GHz band for longer-range wireless connections.
5GHz supported
Whether the router supports the 5GHz band for faster short-range Wi-Fi.
6GHz supported
Whether the router supports the 6GHz band used by newer Wi-Fi standards.
Beamforming supported
Whether the router can focus wireless signal towards connected devices.
MU-MIMO supported
Whether the router supports multi-user MIMO for serving several devices at once.
OFDMA supported
Whether the router uses OFDMA to split wireless capacity more efficiently.
WPA3 supported
Whether the router supports WPA3 wireless security.
Guest network supported
Whether customers can create a separate guest Wi-Fi network.
Antenna count
How many internal or external antennas the router has, where this information is published.
Antenna type
Whether the router uses internal antennas, external antennas or a mixture of both.
Stated coverage
The area or size of home the provider says the router's Wi-Fi can cover.
Total Ethernet ports
The total number of Ethernet sockets on the router, including any port reserved for the incoming broadband connection.
Gigabit Ethernet ports
How many Ethernet ports can carry data at up to 1Gbps.
2.5Gb Ethernet ports
How many Ethernet ports can carry data at up to 2.5Gbps.
5Gb Ethernet ports
How many Ethernet ports can carry data at up to 5Gbps.
10Gb Ethernet ports
How many Ethernet ports can carry data at up to 10Gbps.
Maximum connected devices
The maximum number of phones, computers and other devices the router is designed to connect at the same time.
WAN port speed
The maximum speed of the wired port that receives the broadband connection from a modem or full-fibre ONT.
USB ports
How many USB sockets the router has for compatible storage, printers or other accessories.
Telephone ports
How many sockets the router provides for connecting a home phone or digital voice handset.
ONT Ethernet input
Whether the router has an Ethernet input for connecting to a full-fibre optical network terminal (ONT).
Coaxial input
Whether the router can receive its broadband connection through a coaxial cable.
Port power type
The type of power connection used by the router.
Mesh support
Whether the router can work with extra Wi-Fi units to create a mesh network and improve coverage around the home.
Provider mesh product name
The name of the provider's own mesh Wi-Fi or signal-boosting product.
Third-party router use
Whether you can replace the provider's router with one bought from another manufacturer.
Bridge or modem mode supported
Whether the router can pass the broadband connection to another router without also managing the home network itself.
Compatible broadband technologies
The types of broadband connection the router can work with, such as ADSL, fibre-to-the-cabinet, full fibre or cable.
App management supported
Whether you can view and change router settings through a mobile app.
Parental controls supported
Whether the router includes tools for filtering content, pausing access or setting online time limits.
Device prioritisation supported
Whether you can give selected devices priority when several are using the connection at once.
Smart channel selection
Whether the router automatically chooses a less congested Wi-Fi channel to improve the wireless connection.
Security features
The security tools included with the router, such as threat blocking, device protection or unsafe-site warnings.
Gamer mode supported
Whether the router has a dedicated setting designed to give gaming traffic priority.
Work from home mode supported
Whether the router has a setting designed to prioritise video calls and other home-working traffic.
Automatic firmware updates
Whether the router installs its own software and security updates automatically.
Firmware update notes
Any useful details about how router software updates are delivered or managed.
Router height
How tall the router is.
Router width
How wide the router is.
Router depth
How deep the router is from front to back.
Router weight
How much the router weighs.
Power consumption watts
How much electricity the router uses, measured in watts.
Router orientation
Whether the router is designed to stand upright, lie flat or support either position.
Wall mountable
Whether the router can be securely mounted on a wall.
Router colour
The colour of the router supplied to customers.
Self-installation supported
Whether you can set up the router yourself without an engineer visit.
Browser admin interface supported
Whether you can manage the router by entering its local address in a web browser.
WPS supported
Whether the router supports WPS for connecting compatible devices without typing the Wi-Fi password.
Status light control
Whether you can dim or switch off the router's status lights.
Reset button
Whether the router has a physical button for restoring its factory settings.
Wi-Fi on-off button
Whether the router has a physical button for switching Wi-Fi on or off.
Router included as standard
Whether the router is supplied as part of the broadband package without an extra charge.
Game traffic prioritisation
Whether the router can give online gaming traffic priority over less time-sensitive activity.
Anti-bufferbloat controls
Whether the router can reduce sudden increases in lag when the connection is busy.
Gaming QoS profiles
Whether the router provides ready-made quality-of-service settings for particular games or gaming devices.
Server ping routing tools
Whether the router includes tools that can choose a shorter route to game servers to reduce delay.
Latency dashboards
Whether the router shows information about connection delay and how it changes over time.
Per-device gaming presets
Whether gaming settings can be applied automatically to selected consoles, computers or other devices.
Gaming VPN routing features
Whether selected gaming traffic can be sent through a VPN without routing every device through it.
Manual queue management like SQM/CAKE
Whether advanced users can manually manage network queues using tools such as SQM or CAKE to control lag.
QoS control supported
Whether the router lets you prioritise particular devices or types of internet traffic.
QoS is automated
Whether the router manages traffic priorities automatically instead of requiring you to configure them yourself.
The live connection-quality data we track
These are technical measurements of how the broadband connection behaves once it is actually being used.
Latency
The connection delay in milliseconds, which matters for video calls, gaming and anything that needs a quick response.
Jitter
How much latency varies over time, because an unstable connection can feel worse than the average speed suggests.
Packet loss
The percentage of data packets that don't arrive properly, which can cause glitches, dropouts and stutter.
Network throttling
Whether throttling or traffic restrictions are present, rather than assuming every connection is left alone.
The customer experience signals we track
These variables gather public satisfaction, complaints and review evidence. Several tiles represent repeated year-by-year or sample-by-sample variables.
Variant note: one visible tile can represent several underlying variables, especially where the model stores five years or five samples of the same evidence.
Ofcom reporting years5 variables
The years covered by Ofcom's figures, so you can see how recent each result is.
Ofcom service satisfaction5 variables
Customer satisfaction with the service overall, kept across multiple reporting periods where the data exists.
Ofcom reason to complain5 variables
The share of customers who had a reason to complain, tracked across several Ofcom reporting periods.
Ofcom complaint handling satisfaction5 variables
The percentage of people satisfied with how their complaint was handled, shown across several Ofcom reporting periods.
Ofcom complaints per 100,000 subscribers5 variables
The number of complaints Ofcom received per 100,000 subscribers in each reporting year.
Ofcom call waiting time5 variables
Average call waiting time in seconds, tracked across several reporting periods where available.
Trustpilot sample dates5 variables
The dates Trustpilot samples were taken, so review data isn't separated from when it was collected.
Trustpilot scores5 variables
Headline Trustpilot scores collected across several samples rather than relying on a single snapshot.
Trustpilot review counts5 variables
The number of reviews behind each Trustpilot sample, because a score needs context.
Trustpilot five-star share5 variables
The percentage of five-star reviews across repeat samples.
Trustpilot four-star share5 variables
The percentage of four-star reviews across repeat samples.
Trustpilot three-star share5 variables
The percentage of three-star reviews across repeat samples.
Trustpilot two-star share5 variables
The percentage of two-star reviews across repeat samples.
Trustpilot one-star share5 variables
The percentage of one-star reviews across repeat samples.
Ofcom average service satisfaction
Average overall service satisfaction across the available Ofcom reporting periods.
Ofcom average reason to complain
The average share of people who said they had a reason to complain across the available Ofcom reporting periods.
Ofcom average complaint handling
Average satisfaction with complaint handling across the available Ofcom reporting periods.
Ofcom average complaints per 100k
The average number of complaints per 100,000 subscribers across the available Ofcom reporting periods.
Ofcom average call wait seconds
Average call waiting time, in seconds, across the available Ofcom reporting periods.
The support routes and safeguards we track
These variables cover how customers can get help, how faults and complaints are handled, and what extra support exists for vulnerable or accessibility needs.
Variant note: related phone and social support variables are grouped where the same idea is stored across several routes or platforms.
Phone Support Available
Whether you can contact customer support by phone.
Customer Support Hours Per Week
The total number of hours customer support is available during a typical week.
Live Chat Available
Whether you can contact customer support through live chat.
Live Chat Human Agent Available
Whether live chat can connect you to a person rather than only a chatbot.
Email Support Available
Whether you can contact customer support directly by email.
Contact Form Available
Whether the provider's website has a form you can use to ask for help.
App Support Available
Whether you can ask for customer support through the provider's mobile app.
Social support channels4 variables
Whether support is available through named social or messaging channels, rather than only by phone or web form.
Community Forum Available
Whether the provider has an online forum where customers can ask questions and share solutions.
Accessibility Contact Route Available
Whether there is a dedicated contact route for customers with accessibility needs.
Bereavement Support Contact Available
Whether there is a dedicated contact route for notifying the provider about a bereavement.
Complaints Contact Route Available
Whether the provider gives you a clear, dedicated way to make a complaint.
Service Status Checker Available
Whether you can check online if the provider is reporting a wider service problem.
Area Fault Checker Available
Whether you can check for known faults affecting your postcode or local area.
Online Fault Diagnostics Available
Whether the website can guide you through checks to identify or fix a broadband fault.
App Fault Diagnostics Available
Whether the provider's app can test the connection and help diagnose a fault.
Fault Reporting Online Available
Whether you can report a broadband fault online.
Fault Reporting Phone Available
Whether you can report a broadband fault by phone.
Online Account Available
Whether you can manage your broadband service through an online account.
Mobile App Available
Whether the provider offers a mobile app for managing your broadband service.
Online Billing Available
Whether you can view and manage bills online.
Online Package Management Available
Whether you can view or change your broadband package online.
Help Centre Available
Whether the provider has an online help centre with guidance for common questions and problems.
Searchable Help Articles Available
Whether you can search the provider's help articles for a particular question or problem.
Chatbot Available
Whether an automated chat assistant is available to answer questions or direct you to help.
Complaints Code Of Practice Available
Whether the provider publishes a complaints code explaining how complaints are handled.
Complaints Response Time Days
How many days the provider says it may take to respond to a complaint.
Complaints Escalation Process Explained
Whether the provider clearly explains what you can do if your complaint is not resolved.
Deadlock Letter Policy Explained
Whether the provider explains when it will issue a deadlock letter so you can take an unresolved complaint further.
ADR Scheme Named
Whether the provider names the independent dispute-resolution scheme you can use for an unresolved complaint.
ADR Access After Weeks
How many weeks an unresolved complaint must remain open before you can normally take it to independent dispute resolution.
Complaints Accessibility Support Available
Whether additional help is available when a disability or accessibility need makes it harder to complain.
Vulnerable Customer Policy Available
Whether the provider publishes a policy explaining how it supports customers in vulnerable circumstances.
Accessibility Support Available
Whether the provider offers practical support for customers with accessibility needs.
Priority Fault Repair Available
Whether eligible vulnerable customers can receive faster help when their service develops a fault.
Nominated Contact Available
Whether you can authorise someone else to discuss or manage the account on your behalf.
Alternative Format Billing Available
Whether bills and account information are available in formats that are easier to access.
Braille Large Print Audio Available
Whether important information can be supplied in Braille, large print or audio format.
Text Relay Support Available
Whether customers who are deaf, hard of hearing or speech impaired can contact the provider through a text relay service.
Sign Language Support Available
Whether support is available through British Sign Language or another sign-language service.
Financial Difficulty Support Available
Whether the provider offers help if you are struggling to pay your broadband bill.
Bereavement Support Available
Whether the provider offers specialist help with an account after someone has died.
Social Tariff Available
Whether the provider offers a cheaper broadband tariff for eligible low-income households.
Phone numbers by route3 variables
The published phone numbers for sales, customer service and fault support, where they differ by route.
Phone opening hours by route3 variables
The published opening hours for different phone routes, because support availability isn't always the same everywhere.
Phone opening days by route3 variables
The published opening days for sales, service and fault support phone lines.
The small-print data we track
These variables turn contract wording into comparable data, from guarantees and price rises to exit fees, equipment returns and usage restrictions.
Variant note: small-print clauses are grouped where several underlying variables describe one customer-facing rule.
Minimum speed guarantee3 variables
The promised speed level, the fix period and whether customers get an exit right if the guarantee fails.
Wi-Fi guarantee promises5 variables
Whether Wi-Fi guarantees exist, and whether the promise is specific or vague across package tiers.
Broadband backup
Whether a backup connection is available when the fixed broadband service goes down.
Automatic compensation4 variables
Whether the provider participates in automatic compensation and which common failure cases are covered.
Repair time guarantee2 variables
Whether repair times are guaranteed and how many hours the provider gives itself.
Service guarantee claim process
Whether the process for claiming under a service guarantee is clearly explained.
Minimum-term price rules3 variables
How prices can change during the minimum term, including fixed-price and annual-rise clauses.
Out-of-contract price movement3 variables
What happens after the contract ends, including standard-rate movement and out-of-contract increases.
End-of-contract notice
How much notice the provider gives before a contract reaches its end.
Recontracting routes2 variables
Whether recontracting can be done online or whether customers have to call.
Rolling contract rules3 variables
Whether rolling monthly arrangements exist, and how the service continues after the minimum term.
New minimum terms2 variables
Whether keeping a discount or recontracting starts another minimum term.
Minimum contract length
The shortest minimum term customers are expected to commit to.
Short contracts
Whether short contract options are available at all.
Notice period
How many days of notice customers need to give under the contract.
Early exit fee structure7 variables
Whether early exit fees apply, how they are calculated, whether they are capped, and when they may be waived.
Equipment ownership and return rules8 variables
Whether equipment remains provider property, when returns are required, and whether packaging or labels are provided.
Equipment non-return and damage fees4 variables
Whether charges apply if equipment isn't returned, is damaged or is lost.
Payment and billing charges4 variables
Whether paper billing, non-direct-debit payments, late payments or failed payments can trigger charges.
Service change and engineer charges3 variables
Whether customers may be charged for service changes, customer-fault visits or missed appointments.
Residential and business use restrictions2 variables
Whether the contract restricts residential use, business use or both.
Acceptable use and misuse rules2 variables
Whether an acceptable use policy applies and whether misuse can lead to suspension.
Traffic management and data allowance rules2 variables
Whether the provider reserves rights around monitoring, traffic management or data usage allowances.
Provider change rights2 variables
Whether the provider can change equipment or services, or withdraw a package and move customers elsewhere.
Installation responsibilities and survey rules4 variables
Whether installation depends on permissions, survey results, credit policy or device compatibility.
Email after cancellation
Whether a provider email account can be lost after the broadband service is cancelled.
Public Wi-Fi hotspot on router
Whether the provider can enable public hotspot functionality on the supplied router.
Third-party service responsibility
Whether third-party service charges are pushed onto the customer under the contract.
Beyond-April change clauses8 variables
A grouped set of clauses covering extras, package changes, fees, legal changes, wholesale rates and other post-April movement.
The onboarding and exit data we track
These variables cover the practical steps customers go through when they join, switch, move home or cancel.
Variant note: route-based variables are grouped so one tile can represent several ordering, credit, moving or cancellation variables.
Ordering routes5 variables
Whether customers can order online, by phone, by callback or live chat, and whether a phone call is required.
Credit check rules8 variables
Whether credit checks happen, how they are described, whether no-credit-check options exist, and whether deposits or upfront payments are possible.
Failed-installation protection2 variables
Whether a provider can cancel after a failed survey, and whether customers can get a refund if installation fails.
Switching credit5 variables
Whether switching credit exists, the amount and claim window, and whether proof or account-credit payment rules apply.
Number porting
Whether customers can keep an existing phone number when moving service.
Home move rules4 variables
Whether service can transfer to a new home, how much notice is needed, whether fees apply and whether a new term starts.
Cancellation routes4 variables
Whether cancellation can be done online, by phone or by post, and whether the provider still requires a phone call.
Cooling-off period
The cooling-off period in days after signup, where the provider publishes it.
The external benchmarks we track
These tiles summarise the external reference data used by FIRM, especially Ofcom and Trustpilot evidence. The underlying variables live in customer-experience data because they describe real customer outcomes.
Ofcom reporting years5 variables
The Ofcom reporting periods used as external reference points for provider comparison.
Ofcom satisfaction benchmarks10 variables
The published satisfaction measures we use to compare providers against external customer evidence.
Ofcom complaint benchmarks15 variables
The complaint rates and complaint-related survey measures that help show how providers perform outside their own marketing.
Ofcom call waiting benchmarks5 variables
The public call-waiting evidence used to compare service accessibility across providers.
Trustpilot sample dates5 variables
The dates attached to review samples, because third-party review evidence changes over time.
Trustpilot headline scores5 variables
The headline review scores we record across repeat samples rather than a single frozen snapshot.
Trustpilot review counts5 variables
The sample sizes behind the review scores, so small and large evidence bases aren't treated alike.
Trustpilot star distribution25 variables
The spread of one-star to five-star reviews across samples, which gives more texture than a single average score.
Averaged Ofcom comparison variables5 variables
Five average Ofcom figures covering service satisfaction, reasons to complain, complaint handling, complaints per 100,000 subscribers and call waiting time.