Slow and unsteady does not win the race – how to complain about slow broadband

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Monday, 12 September 2016 12:11pm

If your broadband is providing you with speeds that are consistently lower than the performance figures stated by your internet service provider (ISP), or your broadband become unreliable at certain times, you’re within your rights to make a complaint.

Image of a snail crawling along

Image of a snail crawling along

The Australian Communications Consumer Action Network (ACCAN) recommends that if this is the case, you should contact your provider and clearly state that you want to make a complaint. Explain to them that your internet is slow or unreliable and provide evidence such as recorded speed tests, which many IPSs offer on their website.

You can also try other online speed tests such as Ookla’s Speedtest or Test My Internet Speed Test and be sure that you are able to provide examples of times when you are unable to download or upload or have difficulties using the broadband service.

Your ISP may then try to troubleshoot the issue, examine your service, replace equipment, or send a technician around (hopefully at a convenient time for you) to see if they can help fix the problem. Be clear on what you want the resolution to be, such as improved speeds. If you are unhappy with your broadband, you might want to consider changing to a lower cost plan in line with the quality of service you are receiving, or ending your contract and seeking out another provider.

If you are not happy with the outcome of your complaint to your ISP, contact the Telecommunications Industry Ombudsman which is a free service created to help resolve complaints. You can also contact the Australian Competition and Consumer Commission (ACCC) online or by calling 1300 302 502 for complaints about untrue speed representations and reoccurring service problems.

Poor broadband performance can be caused by a number of reasons, and many of the most commonly occurring issues are outlined in a helpful tip sheet that ACCAN has put together.  ACCAN has more information on how to make a complaint on their website.

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