Can I complain to my provider about broadband speeds?
Yes. Your internet provider is required by Ofcom to provide advice to increase your speed if it’s much slower than what they estimated when you signed up.
There are a number of apps and websites available now to check your actual internet speed. If you think you have a problem, it’s a good idea to record the speeds you’re receiving. Then you’ll have a record of the speeds and how long it’s been going on to back up your complaint.
The best advice is to be persistent. Don’t be fobbed off that it’s your equipment that is at fault or that it will be fine tomorrow if it’s been going on a while. Escalate until you get a proper response.
It is important to bear in mind that most broadband packages advertise ‘up to speeds’, which aren’t necessarily what you’ll achieve all the time.
- Non-fibre broadband – On standard connections, ‘up to’ speeds can differ significantly. (‘Up to’ speeds are generally what 10% of customers achieve)
- Fibre broadband – While often better, you’ll still often see performance well below that quoted as a result of network capacity and usage, amongst other things.