Mobile broadband - Slow internet connection

A slow mobile connection can be very frustrating. You should contact your mobile provider who should be able to help you as there may be certain phone/and/or internet settings that may need adjusting. You may also want to consider upgrading your package to a faster network connection. An alternative maybe that you have used your data allowance for a month, or you are in an area of poor mobile reception.

If you are unhappy with the situation, you should contact your provider and give them clear details of your case - such as what happened, when, and why you are complaining. You should also set out the remedy you would seek to obtain - do you want your internet fixed, compensation for your slow internet or your contract to be ended?

It's always best to keep a record of poor service. If your provider can't fix the problem within a reasonable length of time, you may be allowed to leave your contract without a penalty.

• If you are unhappy with your service provider’s initial response, you should contact their customer services department via Resolver. Give clear details of your case such as what happened, when, and why you are complaining.
• The company should acknowledge your case with 14 days.
• If the company doesn't respond to your issue, then you should escalate your case to the next level. Resolver will remind you when the time comes!
• Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

The Consumer Rights Act

Your rights mainly come from the Consumer Rights Act. The Consumer Rights Act sets out what you should expect from goods or services, giving you specific rights when things go wrong.

Taking things further

If the matter isn't resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. Resolver knows which one to send your case to. We'll package up your communications and all supporting documentation and send it all to the relevant ombudsman.

The ombudsman will then undertake an independent investigation of your case for free. You can still take your telephone provider to court if you don't agree with the outcome, but only use this as a last resort. You should always seek legal advice before taking a matter to court.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice.

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