Streaming with tears? Don’t let patchy wi-fi get you down
OVER the last year, some things have become essential in our lives to such a degree, that we only notice how important they are when they go wrong. Among those key services are broadband and wi-fi.
Broadband is one of the most complained-about services at Resolver, yet we’ve not seen a massive increase in the last year – which suggests that while things aren’t great, they’re not a disaster. But still, more than 17,000 people complained about a broadband issue – and more about mobile phones and wi-fi.
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 callcentre experiences.
Here are a few tips to help you keep on top of broadband problems. Check your speed: There are loads of free apps that you can download that will allow you to check the actual speed of your broadband connection. Our friends at MoneySavingExpert have a great guide on their website covering your options.
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.
Download shows, guides and school lessons to your computer/phone/tablet. Don’t wait for the system to go down, use the download function 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 when it comes to tackling speed or supply problems. Bear in mind Covid means there may be fewer engineers available. Do tell them if you’re classed as vulnerable or shielding. 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.
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 wi-fi, upgrading your router and reducing the number of electrical items that might be giving off signals nearby.
Even a 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 you 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 of these boosters are designed to improve your WiFi signal around the house, but some also help improve your 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 those screenshots you’ve taken come in helpful. Be nice. This pandemic is putting a huge strain on everyone. So it will take longer to sort out problems. Stay calm and say thanks.
Need help with a broadband complaint? Get started at resolver.co.uk and get the latest consumer rights advice on COVID-19 too.