Every now and again broadband problems do occur.  The level of internet speed may not be what you have been promised, or there may be instability in the connection causing drop outs and frustration. 

If our connection is particularly important to us then it may be the case that we lose money when we have poor internet service.  For example if we are trading online, playing poker, or doing business transactions online, drops in internet connectivity could be costly if it happens at the wrong time.

It’s important to take a professional approach to any complaint to your broadband provider. 

Keep Copies of Letters and Correspondence

If you make a call to your internet service provider then make a note of the time, the reference number, and if possible the person you spoke to.  When you send letters, include reference numbers, times, dates, and demonstrate that you are cataloguing and keeping copies of everything that you send to them.  This will ensure that you have a thorough case if it cannot be resolved in house. 

In addition, note down anything agreed over the phone and ask for confirmation in the post.  If for any reason what was discussed and promised does not materialise, you will be able to refer back to the conversation and likely the internal investigation will identify that you have not indeed received the service that you were promised.

Send Post Recorded

If you’re sending anything to your internet provider then send it special delivery or signed for to ensure that it doesn’t get lost along the way.  This may cost more, but also ensures that you have a clear understanding of where communication breaks down, if it breaks down. 

Cancelling Direct Debits

If you choose to cancel direct debits then be very careful.  Make sure that you get firm permission in writing to do so or your debt may well be passed to a debt collector and you may end up with unwanted and unwarranted black marks on your credit report.

It’s amazing how many people have cancelled direct debit and later found out that they have been pursued and have a county court judgment against their name; often even when they resolved the issue with the telecoms provider.

Go through a logical and comprehensive process to ensure that this doesn’t happen to you.

Contract Terms

Your internet service provider may look to refer back to their terms and conditions and explain that you are tied in, that you have certain obligations through the contract which you have signed and accepted.  However, if they have breached their contract or the contract terms are not fair in terms of your situation, they may not be legally binding.

There are regulations, such as the Unfair Contract Terms Act, that protect consumer rights.  If you are at this stage, then it’s important to speak to someone with some legal experience to help you.


Problems can be reported to Ofcom but they will likely not investigate individual complaints.  If they get multiple complaints about the same thing, they may well look into it.  But do not expect a resolution purely through an Ofcom intervention.

There you have it, some of the things that you should be aware of when making a complaint about your broadband.  If you test the internet speed and find out that promises keep getting broken, it may be worth looking to switch provider.  If they really can’t provide you with the service that they promised, you should negotiate an exit and look to move to a company who can.