← All guides

Broadband & Telecom Complaint: Dispute Bills and Poor Service

Overcharged by your phone or broadband provider? Speed nowhere near what was promised? Mid-contract price hike you didn't agree to? Here's how to fight back.

The regulators

UK — Ofcom

Ofcom regulates phone, broadband, and TV services in the UK. All providers must belong to an Alternative Dispute Resolution (ADR) scheme: either CISAS or Ombudsman Services: Communications. You can escalate for free after 8 weeks or a deadlock letter.

Ireland — ComReg

ComReg regulates telecommunications and postal services in Ireland. Providers must follow the ComReg Code of Practice for complaint handling. If unresolved, ComReg can investigate and take enforcement action.

Common problems

  • Billing errors — charged for services you didn't order or use
  • Speed not as advertised — broadband much slower than what you were sold
  • Mid-contract price increases — price went up during your fixed term
  • Exit fees — charged for leaving, even when the provider changed terms
  • Poor service / outages — persistent downtime without compensation
  • Cancelled without notice — service terminated or changed without proper warning

In the UK, if your provider raises prices mid-contract beyond what was specified at sign-up, you have the right to exit without penalty under Ofcom rules.

Step-by-step: how to complain

  1. 1

    Send a formal complaint letter

    Describe the problem, state what you want (refund, credit, contract exit), and set a 14-day deadline. Mention Ofcom/ComReg and the ADR scheme you'll escalate to.

  2. 2

    Wait 8 weeks or request a deadlock letter

    UK: After 8 weeks without resolution (or a deadlock letter from the provider), you can go to ADR. Ireland: Allow a reasonable time for the provider to respond, then escalate to ComReg.

  3. 3

    Escalate to ADR or ComReg

    UK: CISAS or Ombudsman Services: Communications. Free, and the provider is bound by the decision. Ireland:ComReg's complaint process can result in investigation and enforcement.

Generate your telecom complaint letter for free

Describe the issue. FightBack writes a demand letter citing Ofcom or ComReg rules, names the ADR scheme, and sets a deadline.

Generate my letter

Free. No signup. Takes 30 seconds.