How to complain about your broadband service
It’s important that know your consumer rights when you sign up for any service. Here’s all you need to know about making a complaint to your broadband provider, speed issues and cancelling your contract.
Making a complaint to your provider
All broadband providers have a complaints process, so as a first step, talk to customer services directly about any problems you’re having. They may offer a simple solution or advise you on what to do next.
If you’re not satisfied with their response, here’s how to formally complain and protect your rights:
- Outline your complaint clearly with dates and supporting evidence
- Obtain a complaint reference number
- Request a response within the required 10 working days: providers must reply within this timeframe.
- Ask for a copy of your provider’s code of conduct, which sets out how they deal with complaints
- If your complaint hasn’t been resolved within 10 working days or isn’t dealt with satisfactorily, you can contact the ComReg Consumer Care team.
How ComReg can help
The ComReg Consumer Care team can support you to escalate your complaint formally and help:
- track the progress of your complaint until it’s resolved
- ensure that you receive regular updates about the status of your complaint
- review your broadband provider’s response to your complaint
- assess whether your provider has met its regulatory obligations
Broadband speeds and your consumer rights
Price and speed are the biggest drivers when switching broadband, but consumers rarely get the maximum speeds on offer despite the advertised speeds, which can lead to disappointment.
When you sign up for a broadband plan, the advertised speed is an ‘up to’ or average speed and not a guarantee of the speed you’ll get.
The speed you get depends on several factors, such as:
- The type of broadband you have
- Whether you’re using a wired or WiFi connection
- The distance from your home to the nearest cabinet or ‘exchange’ (unless you have a Fibre-to-the-Home connection)
But providers must also give you the minimum, maximum, and normally available speeds you can expect under EU rules.
What to do if you're not getting the speeds you were expecting
- If your broadband is underperforming, carry out a speed test to check the download and upload speeds. Test at different times of the day to find your average speeds.
- Try some of our tips for slow broadband, but if you’re still unsatisfied, contact your provider. If they cannot deliver at least the minimum guaranteed speed after investigating the fault, you may have the right to exit your contract without penalty under EU rules.
- Shop around for a new plan when you’re out of contract, possibly with a different type of connection like fibre broadband. Not only could you get improved speeds, but you’ll also probably get a good introductory discount too.
You may have the right to exit without penalty if your provider fails to deliver minimum contracted speeds after investigation.
Cancelling your broadband
If you’re unable to resolve your complaint and are considering cancelling your contract and switching to a new broadband provider here’s what you need to know:
Can you leave your provider without penalty?
If you cancel a contract and you are still within the minimum term, your provider will likely charge you an early termination fee.
In some cases you can leave your contract without charge if:
- your provider changes the terms of your contract
- you can prove you’re not getting the service advertised
If your provider needs to change the terms and conditions of your contract, they must give you at least one month’s notice before the change occurs.
You may be given the right to end the contract once you confirm you do not accept the changes before the stated deadline.
If your provider cannot deliver the minimum contracted speeds after attempting to fix the issue, you may be entitled to leave the contract without charge.
Your rights when your contract is coming to an end
Your provider must notify you when your minimum contract term is ending and outline your switching and cancellation options under EU rules. They must also provide guidance on how to give end-of-contract notice.
Your provider should also send you ‘Best Tariff Advice’ highlighting its best broadband plan or package to suit your needs. This information must be given before your minimum contract term ends and provided at least once per year.
Many contracts will continue on the same basis when the minimum term ends but you can cancel at any time. Any new plan you sign up for may tie you into another contract minimum term (typically 6, 12 or 24 months).
Switching to a new broadband provider
When you switch to a new provider, you have a 14-day cooling-off period. You can cancel without penalty if you are unhappy with any aspect of the service.
If you decide to proceed with the switch, you need to do a couple of things to protect your rights as a customer and reduce the chance of a dispute.
It’s unlikely that your phone service will be affected, but a loss of broadband service can sometimes occur temporarily during the switching process.
Once the switch happens, make sure you cancel any direct debits with your current provider.
Always read the terms and conditions of your chosen broadband plan before you switch providers. Check the fine print on data limits, cancellation fees and speed promises.
Broadband consumer rights FAQs
What is ComReg?
The Commission for Communications Regulation (ComReg) is the statutory body that regulates the communications sector in Ireland. All broadband providers must be registered with ComReg before offering broadband, mobile, home phone or digital TV services.
ComReg sets consumer protection rules, monitors service quality and helps customers escalate unresolved complaints. Visit ComReg to find out more about what they do and how they can help you.
What happens if I go over my data limit?
Most standard broadband and fibre broadband now offer unlimited data, but mobile broadband and satellite broadband often still have monthly data limits or Fair Usage Policies.
If you exceed your allowance or fair usage threshold, your provider may:
- slow your speed temporarily, or
- charge extra per GB, depending on your plan
What if I've been overcharged for my broadband?
It’s important to check your bills because, although rare, mistakes do happen and may be missed if you pay by direct debit.
If you spot a mistake, contact your provider immediately. Under ComReg rules, they must investigate, correct any billing error and issue a refund - usually on your next bill.
Can I leave my broadband contract early if my service is poor?
Yes, in some cases you can leave without penalty. If your broadband speed or service is consistently below what was promised, and your provider cannot fix the issue within a reasonable timeframe, you may have the right to cancel your contract early.
You must first report the issue to your provider and give them a chance to resolve it. If the problem continues, you can escalate the complaint to ComReg, who may support an early exit if your provider has not met its obligations.
What are my rights if my broadband is much slower than advertised?
Advertised broadband speeds are not guaranteed, but providers must give you clear information about the speeds you can realistically expect at your home.
If you are consistently getting speeds far below the expected range, you should:
- run speed tests at different times of day,
- report the issue to your provider, and
- allow them time to correct the problem.
If they cannot improve the service, you may be entitled to a refund, a reduced bill or - in some cases - the right to leave the contract without penalty.
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