Broadband billing and service problems
Whether checking emails, ordering groceries online or streaming Netflix, the last thing you want is a poor broadband service. From interrupted service to slow connections, make sure you get the best broadband.
Answers to your problems
My broadband is slow or often interrupted, what can I do?
You're entitled to get the broadband service you've been promised, know what you can do if your service isn't what it should be.
My broadband provider has raised its prices, do I have to pay?
If your broadband provider raises your contract price, generally you can't exit if you're still within your minimum term. But thanks to you, this has changed.
I have received a warning email from my internet provider
If you’ve received a warning email from your Internet provider (ISP), use our guide to learn more and safeguard yourself from scammers.
What can I do if my broadband installation takes too long or causes damage?
If you’re not happy with your broadband installation - whether the engineer damaged your property or it’s taking far too long, find out your rights.
Step by step guides
How to complain about interruptions to your broadband service
If you're experiencing regular interruptions to your broadband service, use our step-by-step guide to help you complain to your provider.
How to complain about slow broadband speed
If you're not getting the broadband speed you were promised, use our step-by-step guide to complain to your provider and ask them to rectify the situation.
Letter to dispute a phone or broadband bill
If you’re unhappy with a phone or broadband bill and wish to dispute it, use our template letter to contact your provider and make a complaint.
Letter of complaint about broadband speed
If you're not receiving the broadband speed that was promised to you before you signed up, you can use this letter to complain.
We live in a rural village in Buckinghamshire. Internet/WiFi has got progressively intermittent since 2008. We can’t use village net (no clear line of sight to mast). Junction box is 4 miles away...
john hare says:
hi I am with vodaphone broadband superfast 2 but my service is no better than the superfast service 1i am getting 38.9mbs and my service should be giving me 64mbs any advice please
I live in a rural area but have good access to a nearby mast. My 4G SIM provider said that the speeds I was getting (a quarter of their advertised national average) were “completely acceptable for...