How to complain about broadband speeds/service interruptions

I do believe that there are more people that have complaints about their broadband services than don’t!

Speed
This can be quite a problem of which people are not really aware. Check your broadband speed by using site that will do this such as Broadbandchecker (it’s free). Look at the speed that you are paying for and complain if necessary! Usually this is via the company’s complaint form. Annoyingly though, most ISPs get round poor speeds by advertising speeds “up to” a certain level. I’d like to think that this was a breach of consumer law, not least The Consumer Protection from Unfair Trading Regulations 2008, but advertising regulators have been involved and ISPs can advertise in this way if just 10% or more of customers can reach this speed.

The service must meet what was promised to you before you signed up though, otherwise the supplier could be in breach of contract – so you can complain if the service is frequently not meeting the speed. Check the terms and conditions of your contract. Maximum speeds may not be guaranteed and other factors such as where you live, how many people are on a website at one time etc. come into play.

Log your speeds over a few weeks and provide this information when informing your supplier that it is in breach of contract.

Ofcom’s voluntary code of practice which signed up telecoms providers should follow, states that they must give detailed quote for speeds on your line so ask for this. Also under these rules you can break the contract or take an alternative package without penalties if the speed is not per the original estimate.

Interruptions
You should log all interruptions to the service, with dates and of interruption along with the duration. How long you should do this for depends on how often you are getting interruptions. For example if it is happening several times a day for a week that is enough for you to complain. However, if it is only once or twice a week you might want to log for a couple of months to show that it is an ongoing problem.

For more information on how to complain to ‘phone providers and others see Tips and the book and keep up to date with consumer news with the newsletter.

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1 Response to How to complain about broadband speeds/service interruptions

  1. Pingback: All you need to know about complaining to telecom providers

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