Ofcom's advice on your next step

Problems with your internet service -
Customer service issues

It is in a company’s own interests to treat its customers fairly and well. In most cases it will try to resolve your concerns satisfactorily.

If you feel the company has not treated your concerns properly, please make sure you have done everything possible to contact them directly. If you have not made progress with your complaint by phone, have you tried sending a fax, email or letter to the company?

If the company refuses to resolve your concerns - or says there is nothing it can do - then please make a formal complaint to the company. You should find details of how to do this on the back of your bill. If you can’t find these details, the company’s customer service staff should tell you how to make a formal complaint.

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The information you provide below will be used for monitoring purposes only.

Ofcom does not investigate individual consumer complaints and we will not respond to you about your individual complaint. However, we monitor all consumer issues and may investigate a company if monitoring data reveals a particular problem. You can help us by filling in our consumer monitoring survey form.

Please note that this survey form is for monitoring purposes only and you should not expect Ofcom to address your individual case. Individual complaints should be raised with your provider first, then with its Alternative Dispute Resolution service if the issue has not been resolved.