How to complain about interruptions to your broadband service
Intermittent broadband service
Whenever you have a contract with a service provider, you're entitled to get the service that you were promised.
You're also entitled to have that service provided with reasonable skill and care. If you don’t then your provider could be in breach of contract.
Whether or not your provider has breached the contract will depend on why you're experiencing interruptions to your service, how frequently you experience these interruptions and how long you are without a connection.
If you're finding you have an intermittent connection, keep a record of the interruptions to your service. This is so that you can demonstrate to your provider the proportion of the service that was not received when you complain.
Continuous service not guaranteed
Check the terms and conditions that apply to the service, because they'll almost certainly state that a continuous service is not guaranteed and there may be interruptions to it.
However, there's a big difference between occasional short term loss of connection and the provider regularly failing to provide the service for days on end for no good reason.
If this happens you can make a legitimate complaint.
1. Contact your broadband provider
If your broadband is not achieving the speeds promised, your provider may be in breach of contract.
You'll need to make any broadband service complaints directly to your broadband provider.
When you contact your provider, you should explain that you consider it to be in breach of contract as it's failing to provide the service as stated in your contract.
Send your provider a log of the interruptions to your service and if possible, the length of time each interruption lasted.
Give your provider a reasonable opportunity to investigate your complaint and find a solution, for example 14 days.
Remember, it can be difficult to work out exactly why you're not getting the advertised service, so be patient and give your provider time to work out what is causing the problem.
2. Is it your router?
If you're experiencing regular interruptions, check that it's not due to factors outside your provider's control such as the router, the way you've set up your broadband or a problem with your phone line.
Your provider should guide you through how to check your home set-up when you get in touch to complain.
Sometimes it won’t be apparent what's causing your intermittent broadband connection until someone physically checks, so you may need to get an engineer to take a look for you.
But, if the interruptions turn out not to be down to your broadband provider, you could be on the hook for the engineer's call out charge.
Ofcom action
The Ofcom code is voluntary, but many of the biggest suppliers are signed up.
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.
And if you want to change broadband supplier you only have to notify the company you wish to move to and your new supplier will then handle every aspect of the change.
3. Make a formal complaint
If you don't get a satisfactory solution from writing to your broadband provider, go through its formal complaints procedure.
Keep records of all verbal or written communication as this can help your case should you need to take it further.
If you're unhappy with your provider's reply, you can use our letter of deadlock.
4. Alternative Dispute Resolution
All broadband providers have to sign up to an alternative dispute resolution (ADR) scheme.
Your provider will either be signed up to a scheme operated by CISAS or the Communications Ombudsman - you can find out which on the Ofcom website.
If your provider can’t or won’t help, after eight weeks you can take your complaint to the relevant ADR scheme.
Both schemes allow you to start the complaint process online. This will enable you to set out your issue and outline the remedy you're looking for.