How do you complain when things go wrong with your broadband?

Broadband Discussions
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Have you had to complain about your broadband service?
Or been put off complaining because you think you won’t get anywhere?

We’d love to hear your tips, or concerns, about getting things sorted when your connection goes wrong.

To get you started, this is the Broadband Genie team’s five step process to effective broadband complaints:

  1. Talk to your provider – Start with customer service. They might solve it right away.

  2. Submit a written complaint – Email or write, explaining your issue and what resolution you want.

  3. Ask for escalation – If unresolved, ask for a more senior team to step in.

  4. Request a deadlock letter – If you can’t agree, this letter confirms you’ve reached a stalemate.

  5. Contact the ombudsman – After 8 weeks or with a deadlock letter, you can escalate your complaint.

Have you had success with any of these stages? Or have you struggled to get resolution? Let’s see if we can help each other out :backhand_index_pointing_down:

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