Broadband: How to get the best broadband deal Broadband complaints
Broadband complaints are more common than Which? likes to see, according to our members - and not every broadband provider treats its customers well.
How to complain about broadband problems
According to Which? members, some of the most commonly experienced broadband problems include:
- poor broadband speed
- loss of broadband service
- former broadband ISPs continuing to take payments after switching broadband
- problems receiving a MAC
- problems with setting up a new connection.
If your broadband provider should be following the MAC switching process but refuses to provide a MAC, it is in breach of the broadband switching regulations. Complain formally to your broadband provider and to Ofcom.
For any other broadband problems that you're unable to resolve quickly with your broadband provider, follow your ISP's formal complaints procedure. Keep records of all communication.
The Internet Service Providers Association (ISPA) is the UK's trade association for internet service providers and has its own complaints procedure which you can use if your ISP is a member.
If you're struggling to break through the barrier of the call centre to get your complaint heard, using ISPA's complaints procedure might help you sidestep this infuriating process.
If you still don't get anywhere, after eight weeks you can take your complaint to either:
- The Communications & Internet Services Adjudication Scheme (Cisas), or;
- The Office of the Telecommunications Ombudsman (Otelo).
Every broadband provider must belong to one of these two dispute resolution services, which were established to help sort out complaints that customers are unable to resolve directly with their broadband provider.
If you suspect your broadband complaint is one that could also be affecting others using the same provider, let broadband watchdog Ofcom know. It can't directly intervene in individual cases, but it can take action against an ISP that is repeatedly flouting the rules.
Your broadband switching rights
Under broadband switching regulation, the following rules apply:
- Broadband providers must ensure that technical problems don't hinder consumers' ability to switch between broadband suppliers. This includes problems such as 'tag on the line' where your old provider has not released the line for use with a new provider.
- Where the MAC process applies, your broadband ISP must issue your MAC within five days of your request and is not allowed to charge you for access to it.
- You may have to pay a broadband cancellation fee if you switch within your contract term, but broadband providers can't withhold MACs if you don't pay the broadband cancellation fee.
- Your broadband MAC must remain valid for 30 days and, if it runs out, you can request another MAC for free.
Don't put up with a below-par broadband supplier - switch to a provider that offers top-notch customer service with help from the Which? broadband review.
