Slow Broadband Speeds

You’re sick and tired of dealing with slow speeds and poor customer service from your ISP. We know you are because we get dozens of emails from unsatisfied customers every day. The most common problem seems to be advertised speeds from an ISP not living up to claims. We have some advice on what to do when faced with this problem.

(Take a quick broadband speed test)

Broadband Speed – Slower than Indicated by ISP

This is an industry-wide problem that BroadbandChoices.co.uk is campaigning against. Industry watchdog Ofcom is also monitoring the problem, but it seems every ISP is culpable. In essence, you’re not alone.

What to do?

Use a credible speed tester to check your speeds. You can download a user friend version through BroadbandChoices.co.uk or Think Broadband.

Once you determine what your speed is and whether it is satisfactory you need to begin your ISP’s formal complaint process. You may want to start by calling Customer Service. Stay calm on the phone and make meticulous records of the first and last name of the person you talk to, the date and time of the call and the details relayed to you by the customer service representative.

Using the records you’ve kept, put your complaint in writing. Photocopy or save the letter before you post it and put it in a folder with your other notes. Double check the address you are sending the letter to so it arrives at the correct department. Be sure to add a paragraph which says you expect a written response from the company in no less than 30 days.

You can also learn more about your consumer rights by reading this article in Computer Active Magazine.

Legal stance

If the official complaints procedure does not work or you are still unsatisfied with service from your ISP, you can take the company to the small claims court under the Supply of Goods and Services Act. Damages you may be entitled to receive include: switching fees refunded, compensation for the time your connection was down and compensation for poor customer service.

The cost to go to small claims court is around £30 but you can lose more than just your money going this route. You can waste lots of valuable time and end up losing the case in the end anyway. In that instance you may also have to pay the company’s legal fees as well.

On the other hand, most suppliers won’t want to contest contractual issues in a small claims court. And most suppliers won’t want to set a precedence for this kind of case so you might be able to settle out of court.

Be sure to remember the supplier has a loop hole for service speeds. In their advertisements they use the words “up to” when describing the service.

Example: “We offer speeds of up to 8Mb.”

This means they are not actually guaranteeing the speed. Eventually, ISPs will have to become more accurate in this area but for now it seems they are legally covered. That doesn’t mean you don’t have the right to take them to court if you feel their side of the contract has been breeched.

Slow Speeds

There are several reasons why you might be experiencing slow speeds. Your supplier is likely to tell you it’s due to your phone line, software on your computer or a laundry list of other reasons. The excuses usually don’t help but there are some things you can do to boost your speed .

Switch Speeds

As a last ditch effort you always have the option to upgrade your existing package or switch to another provider which offers faster speeds. On our speed tester, Virgin Media ( www.virginmedia.com ) seems to have the most consistent speeds.

In Conclusion

Begin the official complaints procedure with your ISP, keeping detailed records. Draft a letter to your ISP and post it, including a paragraph asking that your complaint be responded to by writing in 30 days. If you cannot resolve the problem, consider small claims court but remember ISPs do not guarantee speeds within a contract.

Related Articles:

Top Tips for Successful Complaints Procedure