Telecoms and Broadband Complaints

ComplaintsLast reviewed: 1 April 20255 min read

Problems with broadband, mobile phones, and landlines are among the most common consumer complaints in the UK. Ofcom requires all telecoms providers to belong to an approved alternative dispute resolution (ADR) scheme, giving you a free independent route to resolve unresolved complaints.

Key points

  • Ofcom requires all telecoms providers to be members of an approved ADR scheme — either CISAS or Ombudsman Services: Communications.
  • You can refer to an ADR scheme after 8 weeks, or sooner if you receive a deadlock letter.
  • Ofcom sets a broadband minimum guaranteed speed — if your speed falls below it, you have the right to exit your contract penalty-free.
  • Automatic compensation applies for certain service faults — broadband/landline going down for more than two days, missed engineer appointments, and delayed new line activation.
  • Mobile roaming rights changed in 2022 — check your provider's current roaming terms post-Brexit.

Common Telecoms Complaints

Telecoms complaints cover a wide range of issues across broadband, mobile, and landline services:

  • Broadband speed: Persistently slow speeds below the minimum guaranteed speed in your contract
  • Service outages: Prolonged loss of service or repeated outages
  • Billing errors: Overcharging, incorrect direct debit amounts, unexpected charges
  • Contract disputes: Mid-contract price increases, early termination fees, problems cancelling
  • Engineer appointments: Missed appointments, damage caused during installation
  • Mobile coverage: Persistent poor signal not matching the coverage checker used when signing up
  • Number porting: Delays or failures in transferring your number to a new provider

Automatic Compensation Rights

Under Ofcom's Automatic Compensation Scheme, many large providers must automatically pay you compensation without you having to ask in specific circumstances:

  • Broadband or landline goes down: £9.76 per day if not fixed within two full working days of reporting
  • Missed engineer appointment: £29.15 if an engineer fails to turn up or cancels on the day
  • Delayed new line activation: £5.83 per day for each day the start of service is delayed beyond the agreed date

These compensation amounts are reviewed annually by Ofcom. Participation in the scheme is voluntary for smaller providers — check whether your provider is a member. If your provider is not in the scheme, you can still claim compensation through the complaints process.

Broadband Speed and Your Rights

When you sign up for a broadband package, your provider must give you a "minimum guaranteed speed" in writing. If your actual broadband speed consistently falls below this guaranteed minimum, you have the right to:

  • Report the issue and require the provider to resolve it within 30 days
  • Exit your contract without paying an early termination fee if the issue is not resolved

To measure your speed, use the provider's official speed checker or an independent tool such as Ofcom's broadband speed checker. Run tests at different times of day and keep a record. You will need this evidence when making your complaint.

If the provider disputes your speed tests, ask for their own engineers to test the line. If the problem is in your internal wiring or equipment, you may not be entitled to exit free of charge — but if it is a network issue, you are protected.

Using an ADR Scheme

After 8 weeks without resolution (or sooner with a deadlock letter), you can refer your complaint to an Ofcom-approved ADR scheme. There are currently two schemes covering the telecoms sector:

  • CISAS (Communications and Internet Services Adjudication Scheme): Covers providers including Sky, Virgin Media, and some smaller ISPs. Contact via cisas.org.uk.
  • Ombudsman Services: Communications: Covers providers including BT, EE, Plusnet, and TalkTalk. Contact via ombudsman-services.org.

Check your provider's website or terms and conditions to confirm which scheme applies. The ADR schemes are free for consumers and their decisions are binding on the provider. Remedies can include financial awards, corrected bills, or required service improvements.

Frequently asked questions

Can my provider increase prices mid-contract?
Yes, under certain conditions. Most major providers include a clause allowing annual price increases linked to inflation (CPI or RPI). From 2024, Ofcom introduced new rules requiring providers to state any price increases in pounds and pence at the point of sale, not just as a formula. If a provider increases prices in a way not clearly stated in your contract, you may have the right to exit penalty-free. Check Ofcom's guidance on mid-contract price rises.
My provider is trying to charge me an early termination fee. Is this legal?
Early termination fees (ETFs) are generally lawful if clearly set out in your contract. However, ETFs must reflect the provider's actual loss, not be a penalty. If your service quality falls below the minimum guaranteed speed and the provider fails to fix it within 30 days, you are entitled to leave without an ETF. Similarly, if the provider significantly changes the terms of your contract, consumer law may give you the right to exit without penalty.
How do I switch broadband providers without being charged?
The One Touch Switch (OTS) process introduced in September 2023 makes switching simpler. You contact your new provider, who manages the switch process. You no longer need to contact your old provider first. During the switch, you keep your service until the new one is active. ETFs still apply if you are mid-contract without grounds to exit penalty-free.
Can you leave a telecom contract early if the service is poor?
Yes, in some circumstances. Under Ofcom rules, if your broadband speed consistently falls below the Minimum Guaranteed Download Speed stated in your contract and the provider cannot fix the problem within 30 days of you reporting it, you have the right to exit the contract without paying an early termination fee. Contact your provider in writing to formally report the speed issue and start the 30-day clock.
What are broadband speed guarantees and how do they work?
Under Ofcom's Automatic Compensation scheme, broadband and landline providers must pay you automatic compensation if your service goes down for more than two working days, if an engineer misses an appointment, or if your service is delayed when you first switch. Eligible customers receive £9.33 per day for a total loss of service after the two-day threshold, and £30.49 for a missed engineer appointment (2024–25 rates). The payments should be made automatically — you do not need to claim.

What to do next

  1. 1
    Check Ofcom's broadband speed rights

    Your guaranteed speed rights and how to exercise them.

  2. 2
    Find your ADR scheme (CISAS)

    CISAS — ADR scheme covering Sky, Virgin Media, and others.

  3. 3
    Find your ADR scheme (Ombudsman Services)

    Ombudsman Services: Communications — covers BT, EE, TalkTalk, and others.

Official bodies and resources

Office of Communications

Regulator

Regulates UK communications industries including telecoms, broadband, TV, radio, and postal services.

Visit website0300 123 3333

Citizens Advice

Charity

Provides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.

Visit website0800 144 8848

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Disclaimer

This information is for general guidance only and does not constitute legal advice. You should seek qualified legal help if your situation requires it.