Broadband Complaints and Your Rights (UK 2026)

First, complain directly to your provider by phone, email or online chat. If unresolved after 8 weeks (or if you receive a deadlock letter), escalate to an Alternative Dispute Resolution (ADR) scheme — either CISAS or the Communications Ombudsman, depending on your provider. Under Ofcom's Automatic Compensation scheme, providers must pay you £6.10/day for delayed repairs and £6.10/day for missed activation dates.

How to Complain to Your Broadband Provider

Always start by contacting your provider directly — by phone, online chat or email. BT (the most-complained-about provider by volume, holding roughly 25% market share), Sky and Virgin Media all have dedicated complaints teams accessible through their websites. Ask for a complaint reference number and note the date, time and name of the agent you speak with. Under Ofcom rules, your provider has 8 weeks to resolve the issue. If they fail to do so, they must issue a “deadlock letter” confirming the dispute is unresolved. Keep copies of bills, speed-test screenshots and any written promises made during calls. If the complaint relates to persistent slow speeds or repeated billing errors, you may also have grounds to switch provider penalty-free before your contract ends.

Automatic Compensation: What You Are Owed

Ofcom's Automatic Compensation scheme means participating providers must credit your account without you having to make a claim. The current rates are: £6.10 per day if a fault is not repaired within two working days of being reported; £6.10 per day if your new service is not activated on the agreed date; and £30 per missed engineer appointment. BT, Sky, Virgin Media, Vodafone, EE and Plusnet are all signed up to the scheme. Compensation is applied as a bill credit automatically, usually within 30 days of the qualifying event. If the credit does not appear on your next statement, contact your provider directly and quote the Automatic Compensation scheme — they are legally obligated to pay. The scheme covers the vast majority of UK broadband customers.

Escalating to the Ombudsman

If your provider has not resolved your complaint within 8 weeks, or has issued a deadlock letter earlier, you can escalate to an Alternative Dispute Resolution (ADR) scheme free of charge. There are two ADR schemes in the UK: the Communications Ombudsman (used by BT, EE and Plusnet) and CISAS (used by Sky, Virgin Media, Vodafone and TalkTalk). Submit your case online with your complaint reference number, all correspondence and evidence of the issue. The ADR body will review both sides and typically issues a decision within 6–8 weeks. Crucially, the decision is binding on the provider but not on you — if you reject the outcome, you retain the right to pursue the matter through the courts. Check your contract terms to confirm which ADR scheme your provider belongs to.

Your Rights If Your Provider Lets You Down

Ofcom requires every broadband provider to state a minimum guaranteed download speed in your contract. If your line consistently falls below that speed and the provider cannot fix it within 30 days, you have the right to exit your contract without paying early-termination fees. All broadband contracts also include a 14-day cooling-off period from the day your service starts, letting you cancel for any reason at no cost. Since April 2026, mid-contract price rises (BT and EE up £4/month, Virgin Media up £4/month, Sky up £3/month) give you the right to leave without penalty within 30 days of being notified of the increase. Collect speed-test evidence from at least three different times of day over several days to strengthen any speed-related complaint you file.

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Frequently Asked Questions

What is the Ofcom Automatic Compensation scheme?

Under Automatic Compensation, participating providers must pay you: £6.10/day if your broadband is not repaired within two working days of being reported; £6.10/day if your new service is not activated on the agreed date; and £30 for each missed or late engineer appointment. The payment is automatic — you do not need to claim.

What is the difference between CISAS and the Communications Ombudsman?

CISAS and the Communications Ombudsman are the two ADR schemes for telecoms disputes in the UK. Your provider will be a member of one or the other. BT, EE and Plusnet use the Communications Ombudsman. Virgin Media, Sky and Vodafone use CISAS. Check your provider's website to find out which applies to you.

Can I get compensation if my broadband is slow?

If your broadband consistently underperforms the minimum guaranteed speed in your contract, your provider must offer to fix the issue, let you exit the contract penalty-free, or offer a speed-appropriate price reduction. Contact your provider with speed test evidence to start the process.

How long does it take to resolve a broadband complaint?

Providers should resolve complaints within 8 weeks. If they cannot, or if they issue a deadlock letter saying they cannot resolve it, you can escalate to the ADR scheme. ADR decisions are typically made within 6–8 weeks of submission.

Related Guides

How to Switch Broadband Provider in the UK · Broadband Contracts Explained: What to Check Before You Sign · Broadband Mid-Contract Price Rises Explained · Cancel Broadband · Cancel Without Fees

Methodology & Sources

Information in this guide is sourced from Ofcom market reports, Openreach coverage data, ISPreview.co.uk, provider websites and independent broadband research from Point Topic and Thinkbroadband. Prices and availability are checked monthly. Speed data reflects advertised average speeds from provider Key Facts documents.