Broadband & phone issues

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If your service isn't serving you well 

Connectivity has never been more essential. So problems with your broadband and phone service can have seriously negative effects on your life. You might be struggling with sluggish speeds. Regular interruptions to your connection. A slow response from your service provider. Dropped calls. Transferring your broadband to your new address when you move home. Or eye-watering penalties when you want to end a contract.

Goods and services must be fit for purpose

When you buy a broadband or phone package, you’re tied into a contract. And if you’re not getting what the contract promised, your provider may be in breach. If, for instance, your broadband speed is much slower than it should be, you may be able to claim compensation or cancel the contract without penalty. Whatever the problem, you should always first contact your provider’s customer service or tech support team. But if you’re not happy with their response, it might be time to get legal advice  

How we can help

We’ll help you understand your rights if you’re not happy with your service. We’ll explain the terminology, talking you through the difference between things like 'guaranteed' and 'estimated' broadband speeds. And, if your provider isn’t living up to their side of the bargain, we’ll advise you on the remedies you may be entitled to. We can also give you letter templates to help you word a complaint, along with the complaints procedure of the provider in question. If you want us to, we can even contact the provider for you. We’ll:

  • listen to the problem and explain what you should expect from your provider
  • talk you through the different ways you might be able to resolve the situation
  • help you understand what steps you can take to get the outcome you’re looking for
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If you need assurance that we can help with your issue before joining online read our common questions, or ask our advisers via live chat.
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Meet your experts
Harry Flint 360 360 Harry Flint Harry joined Which? in February 2021 and has become one of our consumer rights specialists. See profile
Evgeni Hristov Sq Evgeni Hristov Evgeni is an expert in consumer law and specialises in assisting people to resolve their legal woes. See profile
Untitled Design (2) Natalie Dyer Natalie currently advises our members on consumer law issues.
Ian Hawkins Sq Ian Hawkins Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible. See profile
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