How to complain about slow broadband in the UK
Start with repeatable evidence, then follow the provider’s published complaints route. Keep a paper trail, ask for a final written outcome, and only then look at alternative dispute resolution (ADR). Rushing straight to social media without dates rarely fixes line speed.
Evidence checklist
- Your order confirmation with estimated and minimum speeds if shown.
- At least five days of tests at problem times, with wired notes where possible.
- Screenshots or written Mbps, latency, and jitter from Pulse with dates.
- Fault ticket numbers, engineer dates, and router swaps already tried.
Action path
- Collect dated Pulse or other fair tests across multiple days, ideally including one Ethernet run.
- Raise a fault first if you have not; keep ticket numbers and engineer visit notes.
- Submit a formal written complaint with evidence and your desired outcome.
- If unresolved after the provider’s final position, contact the approved ADR scheme listed for your ISP.
When to escalate
ADR is for deadlocks after the ISP process, not for day-one grumbles. A homeowner in Kent waited for the written “final response,” then contacted ADR with the same evidence pack - much clearer than mixing threads across chat apps.
How Pulse relates to this topic
Pulse gives you structured, browser-based readings you can log alongside timestamps. It is not a regulator and does not replace your ISP’s own tests - but it helps you describe behaviour clearly.
Run the Pulse speed test · Read methodology · Review privacy
FAQ
How much evidence should I collect?
Several days of fair tests - wired where possible - with dates, times, and what else was using the line.
When can I escalate?
After you have a final response from the provider or their complaints deadline passes, you may be able to go to ADR.
What should I put in a formal complaint?
A short timeline, your minimum speed or contract references, what you want fixed, and attachments for proof.
Should I cancel mid-complaint?
Be careful with contract terms; document advice from the provider before changing service while a dispute is open.