To contact your Internet service provider to make things right if you’re not getting the speed you expected, follow these steps.
Ensure that your internet speed is enough.
Make advantage of a broadband speed checker to determine if your service is much slower than it should be.
To determine whether your internet provider is in breach of contract, you need to know why and whether there are external variables affecting your connection speed.
To find out what’s causing your broadband connection to go down, it can be tough to pinpoint the problem immediately.
Slow broadband speeds can be caused by a variety of things, including the exchange, the connection into your home, and even the router itself.
Before using our free broadband complaint tool to file a formal complaint with your broadband provider, make sure all of these things are working properly and aren’t significant issues.
IMPORTANT FACTS AND FIGURES
Your broadband contract should be reviewed.
The quoted broadband speed may not be guaranteed, so be sure to read the fine print of your contract. Instead, it’ll be the utmost speed you can hope to achieve..
Take note of the minimum guaranteed speed in the post-sale information you received, since it will be critical in the future.
The distance from the telephone exchange, for example, may be included in your contract as a potential factor affecting the speed with which you receive calls.
A broadband connection might be lost for a variety of causes that are out of a broadband provider’s control, and the contract will likely state this.
Nonetheless, if you believe that your broadband provider enticed you into signing a contract by promising that you’d get the faster speed on a regular or permanent basis, you may be able to file a lawsuit against them.
Get in touch with your internet service provider
Contact your service provider if your broadband isn’t performing as advertised.
You have the option to contact your service provider and explain that you are not receiving the speeds you were promised or that the statements it made to you when you signed up were’misrepresentations’.
Any information you received concerning promised broadband speeds should be included, as should any logs you may have keeping track of when the sluggish speed occurred.
As a last resort, you should also inquire as to the status of your wired internet connection’s access line speed (the speed at which you may download data).
You should give your service provider enough time to look into any issues you’ve had, say 14 days. Remember that it can be difficult to figure out why you’re not getting what you paid for.
Ofcom’s voluntary code may also protect you if your broadband contract began after October 2015.
Code of conduct issued by Ofcom
Most major suppliers have signed up for the Ofcom guidelines despite it being voluntary. There is a list of broadband providers that have signed up to the code on Ofcom’s website.
At the time of purchase, these service providers must disclose to you the projected range of maximum speeds for your line. They must assist you in resolving your speed concerns, and if your speed continues to fall below the minimum specified, they must allow you to terminate your contract without penalty. Another option is to agree to extend the contract at a lower monthly fee.
In the documents your service provider gave to you following the sale or upgrade, you can find out what your guaranteed minimum broadband speed is.
Changing broadband providers is as simple as notifying the new provider that you intend to switch to. Your new supplier will take care of all the details of the transition.
File a complaint about the speed of your broadband connection
If you’re not satisfied with the response you get from your broadband provider, you can file a formal complaint with the company. All communication, verbal or written, should be documented in case the situation requires a legal challenge in the future.
Complain about slow broadband speeds
Submit an official complaint about the speed of your internet connection. A complaint letter to your broadband provider will be emailed to you once you’ve answered a few easy questions.
For those who prefer to file an official complaint with their broadband provider, you can download this template letter instead.
Look into other options for resolving disputes.
All broadband service providers are required to join an ADR programme. Either CISAS or Ombudsman Services: Communications has a contract with your service provider.
After eight weeks, if your broadband provider still won’t help, you can file a complaint with the appropriate ADR scheme.
To get started, you’ll need to fill out a form for each method. As a result, you’ll be able to lay out your problem and explain the solution you’re seeking.