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Contact Broadband Providers
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No Internet Service Provider is perfect and at some point all will suffer complaints; larger ISP’s naturally get more so please take things in proportion. This page typically focuses on service and support issues. Ofcom provides guidelines and help on dealing with the following types of ISP complaints:
- Internet service bill & contract issues
- Charge made for a cancelled service
- Contract is unfair
- vercharged by Internet Service Provider
- Unexplained premium rate numbers on bill (rogue diallers)
- Privacy issues - spam emails
- Offensive internet content
- Unwanted emails (spam)
- Customer service issues
- Complaint being ignored by customer services
- Cannot contact customer services by phone
- Rude or unhelpful customer services staff
- Problems switching between ISPs
- Have a MAC code but still having problems, or can't get a MAC
- There is a Tag/Marker/ Incompatible product /ISP already on my line
- Unable to switch ISPs
- Broadband Speed
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.
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.