Broadband Complaints: How to Report Your Provider

Dealing with a broadband provider that doesn’t meet your needs can be really frustrating. If you have slow broadband speeds, often lose your connection, get poor customer service, see billing mistakes, or feel stuck with unfair contracts, you can make a broadband complaint. You also have the right to look for a solution.

Ofcom is in charge of broadband, TV services, landlines, and mobile broadband in the UK. They work to ensure that consumers are treated fairly. If your internet service provider (ISP) does not reply to you or will not solve a problem, you have several options. You can use alternative dispute resolution (ADR) or file a formal complaint with Ofcom.

This guide will walk you through:

• Understanding your broadband consumer rights under Ofcom’s code of practice.
• The formal complaint process with your broadband provider.
• How to escalate a complaint to an ombudsman if your ISP fails to act.
• When you can seek financial compensation for service failures.
• How to use Ofcom’s voluntary code to your advantage.

If your broadband provider is not being helpful, you should take charge. Don’t let them avoid responsibility. Here are some steps you can follow.

Common Reasons to File a Complaint Against Your Broadband Provider

Make sure that your problem is a good reason to ask for money back or to solve a disagreement before you file a complaint.

Top Reasons for Filing a Broadband Complaint:

• Slow broadband speeds that are lower than what your contract promises.
• Regular disconnections or outages that interrupt your internet use.
• Unfair billing or unclear charges on your broadband deal.
• Issues with your contract, like hidden fees or tricky terms in the small print.
• Price increases during your contract that were not clearly explained when you signed up.
• Poor customer service or ongoing problems they cannot fix.
• Delays in broadband installation or missed appointments with the engineer.
• Issues with your router that your provider will not replace.

If your broadband provider is not keeping their promises, you should officially raise the issue.

Step 1: Contact Your Broadband Provider’s Customer Service

Before you file a formal complaint, try to fix the issue with your broadband provider’s customer service team first.

How to Contact Your Broadband Provider’s Support Team

Most broadband and TV providers offer different ways for you to reach their customer service teams:

• Phone – This is the quickest way to speak with an agent.
• Live chat – Some companies offer chat support to give faster replies.
• Email – This is a good option for keeping a record of your complaint.
• Letter – A written complaint might be necessary if you want to take legal action.

Broadband Providers’ Customer Service Contacts

• Tip: Always note the date, time, and the name of the person you spoke with.
• This is important if you need to file a complaint.

Step 2: Request a Deadlock Letter

If your broadband provider does not solve your issue in 8 weeks, or if they don’t want to help you any longer, you can request a deadlock letter.

What Is a Deadlock Letter?

A deadlock letter is a formal message from your broadband provider. It confirms several key details.

• They cannot fix your complaint the way you want.
• You can now take your complaint to an independent ombudsman.

You must wait 8 weeks to bring your complaint to an ombudsman if you do not have a deadlock letter.

Step 3: Escalate to an Alternative Dispute Resolution (ADR) Scheme

If your broadband provider does not solve your complaint, you can take it to an ADR scheme.

What Is Alternative Dispute Resolution (ADR)?

ADR is a free service. It helps to fix issues that come up between broadband providers and their customers.

There are two ADR schemes in the UK:

Tip: You do not need to pay for ADR services. Your broadband provider must handle the cost.

Step 4: File a Complaint with Ofcom

If you feel that your broadband provider has not followed Ofcom’s voluntary code or is engaging in unfair business practices, you can report it to Ofcom.

What Does Ofcom Do?

• Ofcom monitors broadband providers and acts against those who repeatedly break the rules.
• While Ofcom does not handle individual complaints, a large number of complaints can result in fines for providers or lead to new rules that protect consumers.

How to File a Complaint with Ofcom

• Visit Ofcom’s complaints page at www.ofcom.org.uk.
• Select the right category, such as broadband speed, billing issues, or poor customer service.
• Fill out the online form with your complaint details.

If Ofcom receives many complaints about a provider, they may begin an investigation. They can also take official action.

Step 5: Seek Financial Compensation for Poor Service

If your broadband provider has:

• Overcharged you or made billing errors
• Provided slow or faulty broadband
• Failed to install broadband on time

You may be entitled to financial compensation.

Automatic Compensation from Broadband Providers

If your broadband provider does not give you a refund automatically, you should ask for a refund or a credit on your bill.

How to Fix Common Broadband Connection Issues Before Filing a Complaint

Before you reach out to your broadband provider about a problem, try some simple troubleshooting steps. You might be able to fix the issue by yourself. A lot of problems with your broadband connection can be solved without needing to call your communications provider.

Common Broadband Problems and How to Fix Them

Tip: If you have tried to fix the technical support issue and it is still happening, you can make a formal complaint with your communications provider.

How to Get a Refund or Compensation for Broadband Issues

If your broadband connection isn’t stable or if your provider has mistakes in billing, you may be able to receive a refund or some financial compensation.

Types of Compensation You May Be Eligible For

How to Request Compensation from Your Broadband Provider

• Contact customer service and explain your problem.
• Ask for an apology and a change in your bill if you paid too much.
• If your provider won’t assist, bring the issue to the Ombudsman Services.

Tip: If you think you were charged wrong, always ask for a clear breakdown of your bill payments. Do this before you agree to any final decision.

Get the Service You Deserve

• If your broadband provider is not keeping its promises:
• Raise a complaint with customer service first.
• Request a deadlock letter if your issue isn’t resolved.
• Use an ADR scheme to get an independent resolution.

Seek financial compensation if service failures have cost you money.

FAQs About Filing a Broadband Complaint