Is your broadband service frequently being disrupted? Step-by-step instructions will let you file a complaint with your service provider.

sporadic broadband access

For any service contract, customers are entitled to receive the promised and contracted-for service.

In addition, you have the right to expect that service to be performed with a certain level of expertise and care. Doing so could result in a violation of contract for your broadband provider if you do not.

As to whether your broadband provider has broken the contract, you’ll need to know exactly why you’re suffering service outages, how often these outages occur, and how long you’re disconnected.

It’s a good idea to keep track of the times when your broadband service goes down if you’re experiencing frequent outages. So that you may explain to your service provider how much of the service was not delivered when you file a complaint.


Availability is not guaranteed.

Your broadband provider’s terms and conditions will almost probably state that uninterrupted service is not guaranteed, and that there may be interruptions to it at any time.

If your provider fails to deliver service consistently for days on end for no apparent reason, there is a world of difference between the two.

You can file a complaint if this happens.

1 Speak with your internet service provider

Your broadband provider may be in violation of contract if you aren’t getting the speeds you were promised.

Whether you’re complaining about a slow internet connection or an intermittent broadband connection, you’ll need to contact your broadband provider to make any concerns.

It’s important to clarify that you believe your broadband provider has broken its contract by failing to provide the service it promised.

Send your service provider a log of any service interruptions and, if feasible, the duration of each interruption.

Make sure you give your broadband provider a reasonable amount of time to investigate and resolve the issue, such as 14 days.

Keeping in mind that it can be difficult to pinpoint exactly why you’re not getting the service you paid for, be patient and allow your internet provider time to investigate the issue.

2 Is your router to blame?

Consider whether or not the problems you’re encountering with your broadband service are the result of something you can manage, such as your router, how you’ve configured it, or an issue with your phone line.

When you call your broadband provider, they should walk you through the process of checking your home network.

Your intermittent broadband connection may not be obvious unless someone physically looks, so you might need to hire a professional to inspect the problem for you.

However, if the problem is not with your broadband provider, you may be responsible for the call-out fee.


action by Ofcom

There is no obligation to adhere to the Ofcom regulation, but many of the largest providers have done so. Ofcom’s website has a current list of broadband providers who have agreed to the code.

These providers must help you with service issues, and if it still remains below your minimum guaranteed standard, they must let you exit your contract penalty-free.

Furthermore, switching broadband providers is as simple as notifying your current provider, who will then take care of the rest.

Complain in writing.

If contacting your broadband provider in writing doesn’t yield results, you can file a formal complaint with the company.

Keep copies of everything you say and write, in case you need to go to court to prove your point.

You can utilise our letter of stalemate if you’re dissatisfied with your provider’s response.

4 Dispute Resolution Through Other Means

There must be an alternative dispute resolution (ADR) framework for all broadband providers.

CISAS or Ombudsman Services: Communications are the two organisations that your service provider will be a member of.

Complaints against broadband providers can be taken to an ADR programme after eight weeks if they cannot or will not help.

To get started, you’ll need to fill out a form for each method. This can help you outline the problem you’re having and the solution you’re seeking for.