Issues and complaints

Before raising a complaint, check that you have ordered a service:

To get fibre broadband, you'll need to place an order with an Internet Service Provider (ISP). If you already have a contract with a broadband provider but would like to access faster speeds, you’ll still need to contact them to request a faster broadband service – this will not happen automatically because fibre broadband uses a different technology

 

5 steps to get connected:

Check that fibre broadband is available in your area

Check your existing broadband contract for speed and terms and end dates

Consider your needs

  • Speed
  • Usage
  • Contract term
  • Extras / offers

Use price comparison websites to search for the best package for your need

Place your order

Experiencing Issues:

Although no-one can guarantee an entirely fault-free service, your provider should be working hard to maintain the level of service they promised. The guide below explains some solutions and includes advice to help you identify the cause of the fault and report them to your provider, in addition to their expected level of support.

Slow speeds - Rather than using Wi-Fi, try using an ethernet cable to connect your computer directly to your router; an ethernet cable should give you a faster and more reliable connection.

Check for any recent changes - Simple changes around your home can sometimes affect the speed of your broadband connection. For example:

  • Putting in a telephone extension lead or changing your wiring
  • Microfilters - Little white boxes that split the phone and broadband signals, so that they don't affect one another; they should be plugged into every phone socket in use in your home.
  • Adding new electrical devices -  Keep your router as far away as possible from other electrical devices. Halogen lamps, microwaves, electrical dimmer switches, stereo or computer speakers, fairy lights, TVs, monitors and AC power cords have all been known to affect routers.
  • Moving your router off the floor - Try placing your router on a table or shelf rather than on the floor.
  • Carrying out building work

Check if the problem is affecting others - It may be more widespread than just your phone/broadband connection. If possible check with neighbours before reporting the fault. Also most providers offer a ‘service’ or ‘status’ checker either online or through an app, listing known, major network problems.

Talk to your ISP - Your contract is with your Internet Service Provider - they are responsible for ensuring faults are fixed and for keeping you informed of progress. Even if someone else (such as Openreach) manages the network through which your service is provided, you only need to deal with your provider. Your provider may need to arrange for an engineer to visit your property to carryout checks.

 

Complaints

If your provider fails to repair a fault by when they say they will or you are unhappy with how long it is taking, you should follow their formal complaints procedure. Details should be available through their website or customer services. If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme. If your problem cannot be resolved, ask your provider for a ‘deadlock’ letter so that you can refer your dispute to the relevant ADR scheme directly before the eight week mark.