Our speed checker tool has been used over a quarter of a million times since it launched six weeks ago, but what other proactive action can you take to put pressure on the broadband companies?
We’ve collected a whole load of bad broadband stories from our supporters. These range from experiences with slow, unstable broadband and conversations with service providers to knowledgeable breakdowns as to what companies can do to improve the service they offer. But the question is; what can you do to make a real difference now? Is seeking compensation the answer? And does that provide enough incentive for providers to sort out the problems?
In my experience, a decision to pursue a claim from a broadband provider is never about whether it’s reasonable, it’s whether a person can manage the hassle. I once had a terrible experience with broadband and on two occasions I claimed for terrible service, but the process was so difficult that when problems persisted I just gave up and accepted it.
Luckily, there’s good news. Through our Broadband Speed Guaranteed campaign we made the case for automatic compensation to be introduced and successfully had it written into recent legislation. We’re now working with the regulator Ofcom to ensure they make it happen.
Meanwhile, our Fix Bad Broadband campaign continues to tackle the root cause of this. Better redress for when things go wrong is important to us, but ultimately we want to stop consumer detriment once and for all.
This morning, our Head of Campaigns Pete Moorey appeared on Rip Off Britain to talk to Gloria Hunniford about our Fix Bad Broadband campaign. Angela Rippon and Julia Somerville cited Steve West who wrote in to say he could only get 2.7Mbps from his provider despite his home having the ability to reach 79Mbps.
Your compensation stories
While we continue to gather a UK-wide picture of the most urgent problems and how to tackle them, we’re keen to hear from you. Have you successfully complained to your provider and gained compensation? What would put you off from doing so? Perhaps you’ve had difficulty claiming? Please share with the community.
We also want to hear your thoughts on how to fix the root causes. We’re glad automatic compensation is likely to be introduced but do you think that will be enough to tackle customer service, provision and infrastructure?