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.