Loss of service complaints: We can help.

If you have issues with intermittent faults or loss of service issues with your communications provider, we can help you. Unfortunately, these kinds of problems aren’t uncommon. We deal with a high volume of complaints every year.

Loss of service complaints in the communications sector.

Have an unresolved loss of service complaint about your mobile phone, broadband or tv provider? We may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications providers who are signed up to our scheme.

The most common types of loss of service issues are about:

  1. Intermittent fault.
  2. Loss of service.
  3. Download speed.

Mobile coverage.

Terms and conditions are an important consideration when we review complaints. There are similarities between the terms and conditions of most mobile phone providers:

  1. Due to the nature of mobile technology, no communications provider guarantees 100% network coverage.
  2. Companies do not guarantee a fault free service. Problems may occur with the network from time to time.
  3. If a customer experiences a total loss of service for an extended period, then providers may allow the customer to cancel their contract without penalty.
  4. Providers often publish coverage maps on their websites, which allow potential customers to see the likely level of coverage at different postcodes before making a purchase.
  5. Many companies also provide a cooling off period to allow customers to cancel contracts if the service is not satisfactory

Broadband speed.

If you are having problems with your broadband speeds, the first thing to do is contact your broadband provider. Your broadband provider (sometimes referred to as an ISP) should investigate the problem for you and try to fix any faults on your telephone line or with any equipment it has supplied that's still within warranty. They may ask you to run some tests on the device you have connected to the internet (this could be a laptop, computer, tablet, mobile phone etc).

They may also ask you to complete some checks on the router or hub connected to your telephone line or any other equipment plugged into your telephone sockets. While this can sometimes be inconvenient, it's a very important part of trying to find the fault. Once your broadband provider has all the information it needs from your checks and its test results it should be able to explain what it needs to do to fix the issue for you.

This may be something you need to do at home or something it can do without visiting your property. Sometimes, your broadband provider may need to arrange an appointment for an engineer to come to your home or fix a fault on the telephone line somewhere between your home and the telephone exchange. Broadband providers recognise how important the internet is to their customers so will always try to fix any speed issues as quickly as possible. However, it is not always a quick and easy job.

If the fault is on the network this may take extra time to fix for lots of reasons. It may be that there is a fault on the part of the network that is buried under a road and the company need to dig up the road to be able to fix the cable.

However, if you believe that your broadband provider is not taking your broadband speed complaint seriously, or you remain unhappy with your supplier’s response, you can ask us to look at the issue for you.