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What to Do If You’re Unhappy With Your Broadband Provider

In a world where broadband is so important, we understand how frustrating a poor internet service can be! Whether you’re unsatisfied with a poor internet connection or the customer support team is less than helpful, here’s what you can do about it.

Talk to your broadband provider

As a first port of call, we suggest contacting your broadband provider and highlighting your concerns. This can be done via telephone, email or even live chat if they have that facility.

Be clear what the problem is and how you would like them to resolve it. If you're unhappy with the customer service, voice your concerns. Remember, providers don't want to lose their customers!

Make an official complaint to your provider 

If nothing positive comes out of talking to your broadband provider, the next step to take is to file an official compliant with them.

Most providers will have a specific webpage related to complaints – so be sure to have a look at this and follow their advice.

If you're unhappy with your broadband provider's service, you may want to think about making a complaint.

Make a complaint to the Ombudsman 

We understand that you’re likely to be very frustrated if you’ve reached this point. However, it might ease your mind knowing that most issues are usually settled with the Ombudsman.  

'It's worth remembering that you can only log a complaint with the Ombudsman 8 weeks after you've made your original complaint. This is to allow your broadband provider sufficient time to settle it.

If you’ve allowed this time, you can start your complaint here.

Cancel your contract and switch 

Remember, there is always the option to cancel your contract and switch to another broadband provider.

Natalie Hitchins, Which? Head of Home Products and Services, said: “It’s outrageous that the biggest providers are still letting their customers down with shoddy broadband, especially when we know that long-standing customers are the most likely to be overpaying.”

“Anyone who is unhappy with their current provider should take back control and switch to a better deal – you could get better service and save hundreds of pounds a year.”

However, before you cancel, there is some important information you need to know.

1. Cancelling within 14 days of new contract

This known as the ‘cooling off period’, where a consumer can change their mind and cancel without being charged.

2. Cancelling because of price rises

If you want to cancel your contract because the provider has upped your monthly rate, you can do so without penalty within 30 days. 

3. Cancelling mid-contract

As a consumer, you have the right to cancel your contract at any point, but you’ll likely be charged. You may have to pay the cost of your remaining bills, which could equal to quite a lot of money.

4. Other broadband providers may cover the early termination fee

Did you know some providers will occasionally offer to pay your exit fees if you switch to them? The amount will vary from each provider and they will usually just knock a bit off your monthly bills.

5. Cancelling after your initial term

If this is the case, you’re free to cancel whenever you like without penalty. It’s always best to check the contract’s terms and condition before doing so, as there may be a disconnection fee.

We hope you have found this article useful and you get a satisfactory outcome from your provider. If you’re at your wits end, remember switching is always a great option!

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