A new study has estimated that 11 million users could have access to full fibre broadband without realising, meaning some customers might be eligible for a free upgrade.

Around one in four (26%) broadband users said they didn’t know whether or not their home has a full fibre connection when surveyed by Go.Compare broadband. The comparison site says this is equal to around 13.8 million users. Go.Compare also found that around 80% of homes have access to a full fibre connection. It combined this data with ONS figures to estimate that 11 million people in the UK could be unknowingly missing out on faster internet speeds.

Roughly eight in ten homes in the UK have access to full fibre, the technology with the potential for the very fastest speeds. The nationwide fibre rollout is happening fast, and many customers still on slower hybrid fibre connections are eligible for a free upgrade.

In addition, some users could be on a full fibre connection already without realising, and might be able to get faster speeds for their money by switching to a better deal.

The Go.Compare survey also found that those who receive the worst service are the least likely to know their connection type. Of those who said they receive a very unreliable service, 40% did not know if their property has access to full fibre, compared to 23% of those who said their broadband is very reliable. This means those who most need a free upgrade are the least aware that they could have access to it.

The broadband comparison site added that many customers could be unknowingly receiving a below-standard service, simply because they don’t know what speeds they’re paying for. Almost half (48%) said they don’t know their broadband speeds, meaning they could be receiving slower speeds than promised without realising.

As a result, Go.Compare is reminding users to check the speeds they were promised and to test what speeds they are actually receiving, as providers have a legal obligation to deliver what was advertised.

Matt Sanders, broadband expert at Go.Compare, said: “Many broadband providers offer free upgrades from hybrid to full fibre, so it’s well worth finding out what connection type you currently have and whether you have access to an upgrade. You could get a better connection for no extra cost. Even if you’re already on fibre, you could find faster speeds for the same price by comparing deals, so it’s worth looking into.

“Note down the key details of your current broadband deal, such as the connection type, speeds you’ve been promised and what you’re paying. This will make it easier to check if you’re getting the service you were sold, and whether you could find a better deal by comparing packages when your contract is up.

“You can easily check the speeds you’re actually getting by using a free broadband speed checker online, like the one on our website. Remember to contact your provider if the speeds are slower than what you were sold, as they’re obliged to deliver what they advertised.

“If you’re getting the advertised speeds but your connection still feels slow, you might want to upgrade to a package offering more bandwidth. Comparing deals can help you find the speeds you’re looking for at a lower price.”

Broadband users can test their connection using the free speed checker on Go.Compare’s website.