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.
All providers have a complaints process, so talk to the provider directly about the issue and a resolution may be easily found. Here’s how to complain to your broadband provider and get a result:
If your complaint’s taking too long to be resolved or isn’t resolved satisfactorily, you can escalate it to ComReg to take further action.
Broadband speeds are a tricky one. Be aware that when you sign up to a plan, the advertised speed is an ‘up to’ or average speed, and not a guarantee of the speed you’ll actually get.
The speed you get depends on a number of factors, such as:
If your broadband is really underperforming carry out a speed test to check the download and upload speeds you’re getting. Do a few tests at different times of the day to find out what speeds are like on average.
You could improve your speeds using some of our tips for people with slow broadband, but if you’re still not satisfied, you should contact your provider. They may be able to offer suggestions or provide you with different equipment.
If the issue still isn’t resolved, 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.
If you’ve got a broadband plan you’re not happy with and are considering cancelling the package and switching to a new broadband provider here’s what you need to know:
If you still have several months remaining on your contract, you should raise any issues with your provider first.
If you can prove that you’re not receiving the service you signed up for, it’s possible you’ll be able to exit the contract without charge.
You can also leave your contract without charge if your provider changes the terms of your contract, for example, the monthly price increases.
To find the right deal, first you need to check broadband availability in your area.
When you switch to a new provider there’s a 14-day cooling-off period. In that time you can cancel without penalty if any aspect of the service doesn’t suit you.
If you decide to go ahead with the switch, there are a couple of things you need to do to protect your rights as a customer and reduce the chance of 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.
It only takes a few minutes to find a cheaper deal and start saving
When you sign up for a broadband deal, it will either be advertised as ‘unlimited’ or have a data limit attached to it.
Most standard broadband and fibre broadband plans offer unlimited data now, but satellite broadband and mobile broadband packages tend to have data limits.
If you go over the fair usage limit or your data limit, you may be charged per GB for doing so. If your provider doesn’t impose charges, they may restrict your service once you go over the limit, which can be frustrating and costly.
It’s important to check your bills because although rare, mistakes do happen, and maybe missed if you pay by direct debit.
If you do notice an issue with any of your bills, contact your provider immediately. They will rectify any issues and should refund you the next time you’re billed.