How to complain about your broadband provider

With this guide, we’ll take you through the process of making a complaint about your broadband provider, and we provide contact details you need to do so.

What can I complain about?

If you’re a broadband user and your service is down, you may be able to file a complaint. This counts if your broadband has been down for an extended period of time or if it often goes down and comes back again intermittently. If you take TV and phone alongside your broadband, you can also contact customer services if you have any problems with these.

Calling customer services is a good way of finding out whether its a problem on your end or thiers. Often, broadband providers offer service reports which allow you to see whether the service is down nationwide or not.

What are the benefits of complaining about my broadband provider?

The obvious reason to complain about your broadband service is to get your problem sorted out, but it can also have a number of extra benefits. Quite often, broadband providers will offer you discounts on your bill or extras and add-ons to your service as a way of retaining you. Providers’ main priority is to keep you as a customer, so they don’t mind taking a hit on price to stop you from cancelling. 

How do I contact my broadband provider?

There are a number of different ways you can contact your broadband providers and make a complaint. Most providers offer live chat services alongside the customer service numbers. Here’s a full list of contact numbers, opening times and contact pages for all broadband providers on Broadband Finder.

BT

0800 800 150
Open: Monday to Friday 8am-8pm, Saturday and Sunday 9am-6pm.
https://www.bt.com/help/home/complaints.html

EE

0800 079 8586/ 150 from EE mobile
Open: Mon to Fri 08:00 am - 09:00 pm, Sat to Sun 08:00 am - 08:00 pm
https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-practice 

NOW Broadband 

Live Chat: 8am–midnight for TV issues, and 8am–11pm for broadband or calls issues.
https://help.nowtv.com/article/how-to-make-a-complaint 

John Lewis Broadband

0800 022 3300 
Open: 9am - 6pm, 7 days a week
https://www.johnlewisbroadband.com/contact-us/

Direct Save Telecom

0800 027 3930
Open: 8am-8pm Monday to Friday. 
https://www.directsavetelecom.co.uk/code_of_practice.php

O2 Mobile Broadband

0344 809 0202
Open: Mon-Fri 08:00-21:00
Sat 08:00-20:00
Sun 08:00-18:00
https://www.o2.co.uk/how-to-complain

Plusnet

0800 432 0200
Open: 7.30am - 10pm every day
https://www.plus.net/help/legal/complaints-code-of-practice/ 

POP Telecom

0343 538 6611
Open: Monday to Friday 9am until 6pm
https://www.poptelecom.co.uk/page/contact-us 

Post Office

0345 611 2970
Open: 8:15am-6pm Monday to Friday, 8.30am-2pm Saturday
https://www.postoffice.co.uk/complaints-thank-you 

First Utility

01926 320 700 
Open: Monday to Friday 8am to 8pm, and Saturday 9am to 4pm
https://www.first-utility.com/about-us/great-service 

Sky 

03300 413 019
Open: Monday to Friday: 8:30 - 21:00, Saturday and Sunday: 8:30 - 19:00
https://www.sky.com/help/articles/how-to-make-a-complaint/ 

SSE

0345 071 9890
Open: 8am to 8pm Monday to Friday and 8am to 2pm on Saturdays
https://sse.co.uk/help/phone-and-broadband/making-a-complaint 

Virgin Media 

03454541111
Open: 8am-10pm , 7 days a week
http://www.virginmedia.com/contact-us.html

Vodafone

08080 034 515
Open: 8am and 8pm, seven days a week
https://www.vodafone.co.uk/contact-us/index.htm

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