How to complain about your broadband provider
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Do you need to complain about broadband?
If you’re having persistent problems with your broadband service, it’s time to complain to your provider. As a customer, you have a right to a certain level of service and to get compensation if that’s not what you’re receiving - although most broadband issues are resolved before it gets to that stage.
If the problem is new, we’d suggest making a few quick checks before you contact your provider:
- If your internet service drops out, follow our tips on dealing with internet outages
- For a sloth-like connection, look at our suggestions for troubleshooting slow internet
- For unexpected charges, look carefully at the wording of your contract to make sure this really isn’t what you signed up for
If none of that explains or solves your problem, you need to contact your provider. Here are the steps to follow:
1. Get in touch with customer service
In the first instance, you should contact the customer service team to see if they can solve the issue.
Check your provider's website for ways to get in touch, like phone numbers. You can take a look at our guide that details how to contact the major broadband providers. You'll also find information about compensation schemes.
Make sure you have your account details to hand before making the call. You might need details beyond your name and address, such as your customer account number, password or memorable word.
And make a note of when issues occurred, like dates and times of broadband outages or which bills have extra charges. Include details of who you've spoken to in customer service and when you called.
Getting through to the customer service team may prove time-consuming, especially if you're stuck in a queue. So it's not a job to tackle when you're in a hurry. And be sure to phone when you're at home, as your provider may want to run some tests.
How to get in touch with your broadband provider
Most broadband providers say the best way to get in touch with them is to log into your online account and message them from there. If that’s not possible or you prefer a phone call, most have a number you can ring.
Here are the phone numbers and opening times for the customer service teams of the UK's biggest broadband providers:
2. Threaten to leave and switch suppliers if you're out of contract
If the problem can't be resolved and you're out of contract, there’s no need to stay with that provider. Use our site to compare broadband deals and find something better.
Maybe you’d like to stay with your existing provider but you’re unhappy with the cost. This is a common scenario when your fixed term contract ends and you get moved onto the default deal. Providers will be hoping you’ll stay on the pricier default contract instead of exploring your options. That’s why you need to call up and press the 'thinking of leaving us' option or ask for disconnections. When it comes to billing issues, this is the department that can usually negotiate a cheaper contract for you. Or there might be other sweeteners, like a router upgrade. Check out our tips on haggling with your broadband provider.
If you actually want to leave your broadband provider - you’re out of contract and you’ve found a faster, cheaper deal elsewhere - there’s no need to tell them. Thanks to One Touch Switch, you just have to sign up with the new provider, so you don’t have to worry about closing your old account. Ringing up the ‘disconnections’ department is just a tactic to get the haggling started if that’s what you want to do.
3. Make a formal complaint
If customer service can't resolve your issue, the next step is to make a formal complaint. This means asking customer service for details of the provider's designated complaints process and putting your complaint to them. This will usually be by email or letter.
Depending on the company, this may result in a speedy solution. There are often designated departments that deal directly with complaints that go this far.
4. Take your complaint to deadlock
Your broadband provider has up to eight weeks to resolve your complaint. If it can't be resolved within eight weeks, you have the right to ask for a letter of deadlock. This could be a letter or email and some providers may send this out automatically.
Once you've got this, you can choose to take your case further by using a free dispute resolution service. You don't have to do this. But if you want to, you must do it within one year of receiving your deadlock letter.
5. Use a free dispute resolution service
If you're still not happy, you can use a free Ombudsman service or Dispute Resolution scheme.
Broadband companies must belong to an Alternative Dispute Resolution Scheme and there are two Ofcom-approved ones. These are the Communication and Internet Services Adjudication Scheme (CISAS) and theCommunications Ombudsman.
You can find which of the two your broadband provider uses by checking the list of providers on the Ofcom website. If, for example, you're a Plusnet customer, it uses the Communications Ombudsman. Or if you're a Sky customer with a complaint, it's CISAS you need to contact.
These services are free to use. But you can't fast-track your complaint by going directly to either of these organisations first. You have to attempt to resolve it with your provider first.
6. Register your complaint with Ofcom
While Ofcom doesn't investigate individual complaints from customers, it's still worth reporting a bad experience with your broadband provider.
This is because Ofcom compiles details of customers' issues with individual providers. This information goes into Ofcom’s broadband complaint statistics. The regulator might also investigate a provider if it receives a significant number of complaints.
You can submit a complaint through the Ofcom website or ring them on 0300 123 3333.
When is the best time to complain to my service provider?
It’s a good idea to complain promptly, once you’ve been through a few common-sense checks to identify the problem.
With an internet outage (or what looks like one) we’d suggest checking that everything is plugged in properly and using sites like Downdetector to see if there are any known issues with your provider’s service.
With slow internet, we’d also suggest a few basic quick fixes, like moving your router or turning your device off and on again.
If you can’t find a fix or explanation for the problem, that’s when we would suggest reporting it to your service provider. They will probably ask you a number of questions and also ask you to try various things (like taking the cables out of your router and then plugging them in again). Try to answer the questions as best you can and follow their instructions. Make a note of your phone call (or take a screenshot of the online chat).
The kind of ongoing problems that drive people to complain to their service provider usually involve multiple reports of the same problem. Try to stay calm and polite even if it’s frustrating answering the same questions over and over again. Always make notes of what they asked, what you did and what the outcome was. You’ll need to share this information if you escalate your complaint to a dispute resolution service.
Does my broadband provider have to reply to my complaint?
Yes, your broadband provider has to respond to any complaints about its service. All UK broadband providers have a complaints policy they should be following, as well as respecting your statutory rights.
If you’re complaining via a webform or email, most providers will send an automated message to say your complaint has been received. Some will also say how long you can expect to wait for an answer.
Always keep a note of complaints if you can. Many providers ask you to contact them by logging into their website. Make sure you take a screenshot, so you still have a record even if the message gets deleted from the site or you lose access to your account.
Is it worth complaining to the ombudsman?
The role of the ombudsman is to investigate a complaint once the normal channels have been exhausted. That’s the case whether you’re complaining about your bank, your local police force or the council. So whatever the issue is, it’s only worth complaining to the ombudsman if you’ve already been through a specific process.
In the case of broadband, there are two dispute resolution services: the Communications Ombudsman and the the Communication & Internet Services Adjudication Scheme (CISAS). Although only one of them has the word ‘ombudsman’ in the name, they work in a very similar way.
Both the Communication Ombudsman and CISAS will ask you for evidence that you have tried and failed to resolve your broadband problem directly with the provider. You should have:
- A record of when you experienced slow broadband or internet outages
- Evidence of when you first reported the problem
- Copies or screenshots of your messages to the provider, or notes from phone calls
- A record of any engineer visits and what happened or any engineer no-shows
- Your letter of deadlock from the provider confirming that you can’t reach an agreement over this dispute
Gathering this evidence can be a slow process because the dispute resolution services will only take you seriously if you have allowed time for your provider to fix the problem. This can be frustrating if you just want to skip straight to a resolution but you have to follow the process.
What is the compensation for distress and inconvenience?
If your provider is a member of Ofcom’s automatic compensation scheme, you should get a fixed amount of compensation for certain problems. You do have to report the issue but you don’t have to request the compensation - it should appear as a credit on your bill.
You can find out if your provider is signed up to the scheme by looking at the list of members on theOfcom website.
If your provider isn’t signed up to the automatic compensation scheme or your broadband problems have caused you serious hassle, you might want to ask for more compensation to cover the distress and inconvenience caused. There’s no fixed sum to ask for, so use your common sense. Think about how your broadband issues might have caused you to lose out financially:
- Do you run a business that has suffered because of your internet connection problems?
- Have you been forced to travel to a different location to work, incurring travel costs and making your workday longer?
- Have you spent a lot of time trying to get your internet outage fixed and missed out on paid work as a result?
- Have you been forced to pay for workarounds like an internet dongle?
It’s harder to put a number on but also think about things like whether the broadband problems have affected your hobbies, your kids’ homework, your social life and so on.
You’ll eventually come up with a rough figure for how much compensation you think you deserve. When you submit your request, explain the reasoning that went into it.
Consider switching your broadband to improve your internet
If you’re unhappy with your broadband service, switching to a new provider could be the answer. How easy this is depends on whether or not you’re still in contract.
If the fixed term of your broadband contract is up you’re free to switch! Fibre technology is getting better all the time. So if it’s been a while since you switched, you’ll probably find that you can get faster speeds for the same money. Compare the broadband deals out there using our quick search.
If poor broadband service is a big motivator for your switch this time round, we’d suggest you do a bit of research to find a better provider. Reading the reviews on an independent ratings site like Trustpilot will give you an idea of how a provider treats its customers.
The actual switching process is easy. Once you’ve chosen a provider - hopefully through a lovely comparison service like ours - and signed up, a system called One Touch Switch kicks in. So you won’t need to tell your old provider you’re leaving.
If you’re still in contract things are trickier because your provider will usually charge exit fees for leaving early. If the service is unacceptably bad and your provider isn’t fixing it, your consumer rights can mean you won’t have to pay these fees. To avoid a dispute over whether or not you can leave fee-free, you’ll need to go through a specific process that gives your provider a chance to fix the problem.
Our guide to your broadband cancellation rights explains more.
FAQs
What is an ombudsman?
An ombudsman is an official body that’s been appointed to look into complaints about organisations. For example, here in the UK we have several, including the Financial Ombudsman, the Energy Ombudsman and the Legal Ombudsman.
Historically the term ‘ombudsman’ used to mean a single person, usually a state official. Now this kind of work is on such a big scale that the ombudsman role needs a whole organisation to fill it. For example, the UK’s Financial Ombudsman Service has over a hundred full-time employees plus contractors.
For broadband, we have the Communications Ombudsman, which is one of two dispute resolution services for telecoms in the UK.
All legitimate ombudsmen in the UK are members of the Ombudsman Association.
What is the Ombudsman alternative dispute resolution (ADR) scheme?
All dispute resolution schemes are about helping two parties resolve a disagreement without the expense and hassle of going to court. The organisations running these schemes are independent bodies, so they’re not on anybody’s side. They’re just there to help the two sides reach a fair agreement.
ADRs exist in all sorts of sectors, from housing to family law. An alternative dispute resolution scheme will always make sure its ruling or advice is lawful and in line with the guidance for that sector.
With broadband, the ADRs are approved by the regulator Ofcom. There are currently two:
- The Communication & Internet Services Adjudication Scheme (CISAS)
- The Communications Ombudsman
The Communications Ombudsman used to be called Ombudsman Services and some people still call it by the old name.
If you’re unhappy with how your broadband provider is handling a complaint, you can escalate it to an alternative dispute resolution service, either CISAS or the Communications Ombudsman. You have to use whichever one your provider belongs to. There’s a handy list on the Ofcom website.
What should I do if I’m being overcharged?
It depends why you think you’re being overcharged for your broadband. When you sign up for a broadband contract, your new provider should tell you about:
- Any setup fees like router charges or installation charges
- Monthly payments at the outset
- Mid-contract price hikes when they happen and what your new monthly payment will be
Your provider is required by law to give you all this information, so check your contract carefully to see what it says. You don’t have the right to complain about a charge that is clearly stated in your contract, even if it comes as an unwelcome surprise.
If you’re getting charged an amount that doesn’t make sense and isn’t in your contract, your first step is to contact your broadband provider directly. Query it and ask them to make it right.
When the fixed term of your contract ends, most broadband providers will move you to a rolling contract on different terms. This can give people bill shock because the new contract is usually more expensive than the one they signed up for. Provided they told you in advance, it’s perfectly legal. This is why it’s so important to know when your contract ends and be proactive about switching. We’re here to help you find a new broadband deal whenever you’re ready.
What are the rules for average download speeds?
Ofcom says that your broadband provider must give you a ‘personalised minimum speed guarantee’. This will be in your contract, or you can ask your provider if you’re not sure. If you’re not getting that guaranteed minimum, it’s up to your provider to fix the problem. If they don’t do it within 30 days of your complaint, you have the right to leave your broadband contract without exit fees.
This is more likely to go well for you if you:
- Gather evidence of the slow speeds (perhaps by using our broadband speed checker and taking screenshots over a few days)
- Keep a record of when and how you complained to your provider
- Politely remind them of their obligation to deliver the minimum speed and your right to leave if it’s not fixed
Average download speeds are a different issue because the rules focus on how they’re advertised, rather than on what speeds providers have to achieve. Here it’s the Advertising Standards Authority (ASA) who makes the rules. If a broadband provider advertises an ‘average’ speed then this speed must be ‘achievable for at least 50% of their customer base’. For you as the individual customer, Ofcom’s rules around minimum speeds are probably more relevant.
Who is the most complained about broadband provider?
Ofcom regularly publishes a kind of reverse hit parade of the most complained-about telecoms providers. It publishes it a few months after the period in question, so as of September 2025 the most recent figures we have are for January to March.
In that first quarter of 2025, TalkTalk was the fixed broadband provider getting the most complaints. TalkTalk also topped the list in the previous quarter (Q4 of 2024).
Virgin Media came a close second to TalkTalk in the complaints stakes. We give a bit of context to Ofcom’s rankings in our guide to how your provider ranks.
The least complained-about provider of fixed broadband for Q1 of 2025 was Plusnet.
Page last updated: 19 January 2026
