Broadband complaints / issue resolution
Resolving disputes
If you have any issues with your provider it
is best to initially try to resolve the issue through normal channels
by contacting the company in question. Check if they have a complaints
procedure.
Often, you may
have an issue that is also affecting other people. It is worth searching
around popular message boards to see if anybody else has done
something about it. Some good ones to try are Digital
Spy, Thinkbroadband and MoneySavingExpert.
Some
common issues have already been noted by Ofcom.
On their website they advise on how to best deal with these. Here are
some direct Ofcom links for common issues:
- Unable to switch Internet Service Providers
- My new ISP says there is a Tag/Marker/ Incompatible product /ISP already on my line
- Internet service bill & contract issues
- Quality of internet service e.g. connection speed problems
- Customer service issues
The full list can be found at: Problems with your internet service.
What to do if your ISP is not listening
Please note that all companies must now be part of the Alternative Dispute Resolution (ADR) scheme. As stated by Ofcom: "The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation."
The ISP may have details of its ADR scheme on its
website. If not you can call them to find out.
There are currently two approved alternative
dispute resolution (ADR) schemes: The Office of the Telecommunications
Ombudsman (OTELO) and the Communications and Internet Services Adjudication
Scheme (CISAS). Your ISP should be a member of one of these.
If you
still have no luck, then as we cannot give any legal advice, the best
suggestion is to contact Ofcom, the independent regulator and ask their
advice about the most appropriate form of action.
Useful Contacts
Ofcom
- Ofcom website
- Ofcom internet service complaints
- Ofcom complaints: 020 7981 3040
ADR schemes
Others
- BT Wholesale Tag/Marker on line: 0800 169 0934 or 0800 1699576