Get up to speed on how to solve broadband issues
One of the most fundamental changes to society over the last year has come about thanks to broadband. Imagine if we couldn’t work from home, connect to our families for video calls or binge on a box set on a streaming service?
Broadband access has allowed many people to escape to the country or even abroad – and yet the service is still patchy in rural areas and even some parts of cities.
My inbox is full of messages from people frustrated with patchy broadband speeds, bad customer service and huge fees for leaving contracts early. There’s also an issue to do with choice where many people tell me that the broadband options are ‘all the same’.
Broadband is one of the most complained-about services at Resolver, with more than 18,000 people seeking help last year. By far the biggest issue is broadband speed not delivering, not working at all or regularly packing in. This is the source of much frustration for you all, given it means waiting in for an engineer for most of the day, not to mention some infuriating call-centre
‘experiences.
Here are a few tips to help you keep on top of broadband issues.
Check your speed: There are lots of free apps that let you check the actual speed of your connection. MoneySavingExpert has a great guide (moneysavingexpert.com/ broadband-and-tv/boostbroadband-speed). Once you’ve run the test, take a screenshot each time you check on your phone so you’ve got some evidence to back up your complaint.
Don’t wait for the system to pack in: Download shows, guides, school lessons and other essentials to your computer/phone/tablet. You’ll find a download option on TV streaming sites to save the programs you love while it’s working.
Ask for options: Speak to your broadband provider about what they’d suggest to tackle speed or supply problems – but don’t pay extra for their failure to provide a basic service.
Download the app: Most broadband providers have a handy app that allows you to do speed checks or tells you if there’s work going on in your local area. Annoyingly, they often insist on you doing this before they’ll let you complain – this is not a requirement, you can use your own apps.
Give your signal a boost: There are lots of things you can do to improve your broadband signal, from making sure your router is near the phone line, using cables not WiFi, upgrading your router and reducing the number of electrical items that might be giving off signals nearby. Even the humble old fish tank or overgrown plant can cause problems if the router is hidden nearby.
Getting techy: You can get booster boxes and cables from most electronic stores to help with your signal problem. Your broadband provider will also provide these but ask any engineer who pops round and they’ll tell you to buy them from a different store or online as they’ll be much cheaper.
Most boosters are designed to improve your wi-fi signal around the house, but some also help improve broadband speed. Check before you buy to make sure the goods do what you need them to.
Take it higher: Still not happy? Resolver can help you make a complaint, but it pays to set out your argument in simple terms. If you want out of the contract, provide proof of the poor service and the efforts you’ve made to sort it out. This is where screenshots you’ve taken come in helpful.
Get the regulator on side: Ofcom regulates broadband services and has a handy guide of the rules and requirements for providers. You can find them all at ofcom.org.uk/ phones-telecoms-and-internet/ advice-for-consumers/advice/ broadband-speeds-code-practice. Cut and paste them in to your complaint to make the point!
Got a broadband complaint? Get tips, guidance and support at resolver.co.uk