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All complaint guides

Phone and broadband

Broadband or mobile problem? Build the timeline your provider needs to answer.

Bring together outages, speeds, bills, promises and support calls before taking your phone or broadband complaint further.

Points you may wish to consider

Complain to the phone or broadband company first and ask it to treat your message as a formal complaint.

If the company says it cannot resolve the problem, ask for a deadlock letter.

If six weeks pass without a solution, you can usually ask the company’s free independent complaints service to look at it.

Information that may help you explain your complaint

These are examples only. Other information may also be relevant.

  • Contract and order confirmation
  • Bills and disputed charges
  • Service-status or speed-test records
  • Complaint references and chat transcripts
  • Deadlock letter if issued

Possible next steps

  1. Separate problems with the service from billing or sales problems.
  2. List the dates affected and the charges you question.
  3. Make a formal complaint and keep the reference number.
  4. Check whether CISAS or Communications Ombudsman covers your company.

Important context

Ofcom records complaints but does not usually decide individual cases. The company’s independent complaints service handles cases it is allowed to consider.