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Broadband complaints procedures
Updated: Tuesday 04 January, 2011
By Editorial - news@consumerchoices.co.uk
A little organisation and a patient manner can go a long way towards solving broadband disputes.
Here are our top tips:
- Be wise before the event. Even if your relationship with the ISP is running smoothly, make sure that your paperwork is in order. Billing inaccuracies will be easier to resolve if your bills and statements are organised.
- Keep your bills filed in chronological order and keep all correspondence between yourself and your broadband provider.
- Use bank statements to add credibility to your claims, particularly those concerned with billing mistakes.
- Ask to have the company’s official complaints procedure explained to you before you enter into a dispute.
- Keep a calls log detailing each call that you make to your ISP. Make a note of who you spoke to, as well as the date and time of the call, and how long it lasted in case you want to claim back call costs.
- Always approach your ISP first with any complaints or grievances. Inform them in writing that you want to make an official complaint.
- Assume nothing. If you have your MAC and wish to terminate your contract and migrate, inform your ISP both on the phone and in writing.
- When communicating with your ISP, be both patient and personable. Don’t raise your voice or get irritable - you’re more likely to get a good result if you stay calm.
- Know what you want - have an idea in mind of what your ISP could do to resolve the situation.
- Make sure that you’re targeting the correct department and the right people with your complaints.
- Ask for written confirmation of any changes to your contract, or any verbal agreements that are made over the phone.
- If you’re struggling to resolve an issue with your ISP, contact Cisas or Ombudsman Services: Communications, and ask them to advise you on the next step you should take.
- If all else fails, get legal help - Which? Legal Services (see useful links) provide a low cost method of smart consumer legal advice. You could also get advice from your your local Citizens Advice or Consumer Direct office on 08454 04 05 06.
Video: Top tips to make a successful complaint to your broadband provider
Comments
We are with Orange Home Broadband & Evening/Weekend Calls, they stated that we could get between 9-16 Mbps and to expect around 11mbps. they supplied us with what they called a Wireless N Router (in the terms of the contract too) well we set up our Netgear DGN1000, which is not a full Wireless N router by the way, it only has one antenna as well. we are clocking around 9-11 Mbps between 7am - 4 PM on an ethernet connection, because the router is not a fully fledged N router if you are in any other room besides the one housing the router you get around 0.07 Kbps and 1.30 Mbps! absolutely abysmal, no matter where we put the router it fails to provide a consistent or usable wireless service, we have contacted their tech support about 10 times, changed settings, channels, sockets etc and have even been sent the same router again to no avail. I want to know how they were voted No.1 for Customer Service and satisfaction recently as they are a joke of an ISP!
- Oct 21 2011 5:38PM
- Oct 21 2011 5:38PM
I find your braodband service absolute rubbish. This week I have had persistent problems with BT Broadband & BT Vision. I spent a lot of time on the phone trying to resolve matters with your operatives. I have a BT wireless adapter . My broadband initially kept dropping then in desparation I requested a new Home Hub. I received it a few days later. IT DOES NOT WORK!!!!!! I EVENTUALLY MANAGED TO GET IT WORKING HAVING BEEN PROMISED CALL BACKS BUT FOR GOD'S GIVEN BLESSINGS, THE BT WIRELESS ADAPTER I HAVE DOES NOT PICK UP. IT KEPPS STATING ACQUIRING NETWORK ADDRESS. I AM FED UP WITH BT AND HAVE BEEN THROUGH ALL THE RIGMAROLLA WITH YOOU OPERATIVES WHO NOW TELL ME IT COULD BE MY PC. PLEASE HELP OR I WILL LEAVE BT FOR GOOD AND TAKE MY CUSTOM ELSEWHERE......THANK YOU. - Oct 7 2011 5:55PM
Virgin Broadband service has been set up as a fraudulent enterprise. Once you have set up a monthly credit card charge for their broadband wireless service, it is impossible to cancel the service.
They have set up their telephone system so that when you call, they say they can only handle Virgin mobile service. Then each different person gives you the SAME telephone number and you find that they have you going in a circle that makes it IMPOSSIBLE to cancel their service.
The only way to cancel is to have your credit card company put a block on their charges. - Sep 29 2011 4:50PM
They have set up their telephone system so that when you call, they say they can only handle Virgin mobile service. Then each different person gives you the SAME telephone number and you find that they have you going in a circle that makes it IMPOSSIBLE to cancel their service.
The only way to cancel is to have your credit card company put a block on their charges. - Sep 29 2011 4:50PM
Suddenly my Broadband from BT is rubbish. The yellow light on hub keeps coming on, the broadband speed which was good for a long time is right down. But you cannot contact BT. I am totally deaf so I cannot ring them so how on earth does someone like me get help. BT say they will charge £130 to send someone to look at it even if I could tell them the problem. - Aug 21 2011 11:41AM
i want to be fairly charged for limited services and not full whack like people who do get high broadband speeds,the area i wish to live in has only got speeds between 0.75-2meg and yet bt feel they can charge full rate,i think this should be made illegal for them to do, i wouldnt be expected to pay for sky sports or movies if their services wasnt available to me so why should i have to pay for broadband in that way. cheers
andy - Jul 6 2011 1:32PM
andy - Jul 6 2011 1:32PM
My virgin broadband has now suddenly become really slow and totally useless. My family warned me this would happen with virgin but I did not listen to them. It was gradually getting slower and slower during the week and I should have taken action then but I thought that Virgin would fix it! Silly me for thinking that! - Jun 5 2011 9:10AM
My Virgin Mobile broad band to go worked for a couple of months, but now it is useless. Connection speed is worse than my old dial-up. So slow that pages do not load, even though signal strength is excellent. "Help"
line is utterly useless - long wait followed by incompetent help. Avoid this company. - Mar 22 2011 5:19PM
line is utterly useless - long wait followed by incompetent help. Avoid this company. - Mar 22 2011 5:19PM
i had very poor experience of virgin broadband. got out of contract after 3 months, at some cost. my friends report similiar experience. - Feb 27 2011 6:24PM
i paid my bill yesterday i was told my tele vision would be back on today but it is not i would like some one to ring and explane - Jan 26 2011 10:40AM
Just upgraded to Virgin Broadband from Unwired. Unwired was pretty laggy and signal strength was pretty poor and inconsistent. I play online games so needed something a little better.
Virgin is a nightmare. Today have been trying to play world of warcraft, been disconnected at least 20 times. Its been so bad a few days ago I decided to keep a log of dropouts.
Dropouts were 5:25, 5:50, 6:30, 6:33, 6:36, 7:01 and so on. Pretty much makes online games unplayable. Today has been much much worse.
Additionally any support you get comes from the Philipines, is unhelpful and takes a long time. I spent 3 days waiting to get online after the first day of signup because my prepaid voucher didn't work and they required me to fax my voucher to them rather then taking the details over the phone. Still needed to make 2 follow up calls after the fax to get them to do anything about it. - Mar 6 2010 6:26AM
Virgin is a nightmare. Today have been trying to play world of warcraft, been disconnected at least 20 times. Its been so bad a few days ago I decided to keep a log of dropouts.
Dropouts were 5:25, 5:50, 6:30, 6:33, 6:36, 7:01 and so on. Pretty much makes online games unplayable. Today has been much much worse.
Additionally any support you get comes from the Philipines, is unhelpful and takes a long time. I spent 3 days waiting to get online after the first day of signup because my prepaid voucher didn't work and they required me to fax my voucher to them rather then taking the details over the phone. Still needed to make 2 follow up calls after the fax to get them to do anything about it. - Mar 6 2010 6:26AM
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Copyright © 2005-2012 Broadbandchoices.co.uk. All rights reserved. (v5.63.05)
Copyright © 2005-2012 Broadbandchoices.co.uk. All rights reserved. (v5.63.05)
