How to Complain to Your Broadband Provider

For those of us who aren’t as technically gifted as other computer users, the process of fixing your “broken” internet can often be a stressful and daunting one.

In most cases, when someone calls their broadband provider for technical assistance, they are met with a wall of computer jargon that does little to help their cause, resulting in more frustration and headaches.

So, what is the best way to go about complaining to your broadband provider?

Firstly, you will need to have some idea of what you’re complaining about. It may seem normal to complain about poor connection speed, but unless you have a set of tests and results to back you up, the technical assistant will just advise you to turn your modem off or blame a poor connection in your house.

What should I do when calling my broadband provider?

Before calling make sure you know what you are going to say, what exactly the problem is and what you'd like doing to get it sorted.

Always stay calm, no matter how frustrating you are finding your call. It doesn't help to sort things out by getting angry.

If your problem is ongoing and cannot be sorted out (your supplier refuses to find a solution to your concerns, or claims there is nothing they can do) ask for the company's official complaints procedure to be explained to you. To take your complaint to the next step you will need to follow this procedure.

Keep up to date records

It's very important when contacting your broadband supplier to keep records of the details of the problem you're experiencing and of all contact on the matter between you and the supplier.

So, for example, if you are having trouble with your broadband connection not working, keep a note of the times and dates that the connection fails. If you are having trouble with download speeds then keep notes of times and dates of slowdowns and also what tools you are using to measure the speed.

Each time you call your supplier, make a note of the time and date of the call and ask for the full name of the person you speak to. If writing to your ISP, keep copies of all letters sent and received.

Also keep copies of all bills received, amounts paid and bank statements showing the details of payments.

My problem hasn’t been resolved, what else can I do?

If you end up in the situation where you have followed your broadband supplier's official complaints procedure and you still do not have your issues resolved, you should look to take your complaint to the Alternative Dispute Resolution (ADR) Scheme that your provider will be signed up to.

To be able to take your complaint to ADR you need to meet the following criteria:

•    You have made a formal complaint to your ISP without success and 12 or more weeks have passed since you first complained.

•    Your ISP has sent you a letter stating they are not going to investigate you complaint further. This is known as a deadlock letter.

•    There are two ADR schemes in the UK; Otelo and CISAS. Your supplier is required to be a member of one of these.

•    Using an ADR scheme is free of charge. An independent adjudicator will examine the facts of your complaint from both sides and, if they find in your favour, they will ask the broadband supplier to take some action. This may be the provision of a product, a service or some practical action that will benefit you, an apology or an explanation.

Once you have contacted either Otelo or CISAS you will be required to wait until they have sorted the problems out. Do not make further contact with your broadband provider until you have heard from your ADR representative.