• Introduction
• Official ISP Complaint Handlers and Procedures
• Unofficial ISP Complaint Handlers and Legal Counsel
• Common ISP Complaints and Advice
• Helpful ISP Complaint Tips

1. Keep a Log and Copy of Everything.
2. Don’t Ignore Debt Collectors.
3. Avoid Forcibly Preventing ISPs from Taking a Payment.
4. Read the Small Print.
5. Know your Statutory Rights.
6. Make Complaints Clear and Polite.
7. Pay Using a Credit Card.
8. Research your ISP Choice.

1. Keep a Log and Copy of Everything.

Never underestimate the importance of keeping a log and copy of all your past communications (including invoices / bills / usernames and passwords etc.) with ISPs and any related organisations. These should be retained for at least a couple of years, even after you’ve switched ISP. Where possible we would also recommend recording (voice) any serious phone calls, such as those that might involve a service cancellation request. It can also help to keep a written log of such calls containing the support person’s name, date / time of the call and a signed (by yourself) note of matters discussed.

Should you cancel your ISP then ALWAYS GET IT CONFIRMED in writing via a letter or email (preferably both). This is vital because some ISPs, such as Tiscali, have a history of failing to fully action cancellation requests made over the phone. This can result in billing errors and possibly even a letter from Debt Collectors a few months or years down the road, thus having evidence to use in your defence can be vital.

Remember, requesting a broadband migration code (MAC) does not automatically action a cancellation of the service itself, this is a common mistake. Make sure the service is fully cancelled.

Finally, if engineers are required to visit your home for any reason then they should ask you to sign something to confirm their presence and any work conducted (date and time too). However some engineers will not do this but you should still ask for their name, a signature, basic note about work conducted as well as the date and time. Take pictures if the work is sloppy or unfinished.

Evidence is the best defence.

2. Don’t Ignore Debt Collectors.

Following on from above - sometimes a mistake on the part of either yourself (see no.3 below) or the ISP (see no.1 above) can result in a billing problem and ultimately a letter from Debt Collectors requesting payment. Many such claims are often unjustified but should NEVER BE IGNORED; failure to tackle the problem can result in a serious and sometimes permanent hit to your credit rating.

Dealing with Debt Collectors can be troublesome but it is advisable to treat such situations as a priority; call them for a polite discussion. Make sure to analyse their claim against your own records first (work out how much you owe, if anything, compared to their figure) and try to have any supporting evidence and or related details in front of you before making the call.

3. Avoid Forcibly Preventing ISPs from Taking a Payment.

In extreme situations, such as when an ISP unexpectedly closes, then it makes sense to stop payments to your provider and avoids being charged for a service that no longer exists. Provided you retain evidence to prove that the service has closed and does not function any longer then this is usually enough to protect you against big Debt Collection agency problems.

Sadly in some situations customers can find themselves so frustrated with a problem that they may unilaterally decide to withhold the ISPs payment; this can often occur when small but persistent mistakes appear on bills (e.g. double billing, incorrect amounts being taken etc.). This kind of action carries big risks and is best avoided; it could result in your Internet connection being cut, a threat from Debt Collectors (could impact your credit rating) and or possible legal action.

The best course of action is not to halt payment but to pursue your ISP through the proper channels via our ‘Official ISP Complaint Handlers and Procedures’ section. It is far better to do this than risk getting into a financial battle with your ISP. The process may take some time but ultimately your ISP will often be forced to refund you for any unfair billing.

4. Read the Small Print.

Most consumers will usually ignore an ISPs Terms & Conditions (T&C’s) or, at best, merely scan over the small print. This is hardly surprising given that many such legal documents are long, dull and often very difficult to read. Never the less you should always try to read them even if it’s just to hunt for any hidden charges (exit fees), usage restrictions or contract details that rarely get mentioned anywhere else.

It is your responsibility to do this because it is hard to complain about charges or restrictions that exist but that you failed to notice until it was too late.

5. Know your Statutory Rights.

ISPs have a legal obligation to protect consumers from fraud, poor quality, misrepresentation or economic loss. These are Statutory Consumer Rights and apply to you regardless of whether or not they are mentioned by the provider. For example, some ISPs will put a "no refunds" clause in their terms but in reality you have a legal right to request and gain a refund if the ISP is deemed to be failing in its obligation.

6. Make Complaints Clear and Polite.

Try not to ramble when constructing an ISP complaint or communication, make it as short as possible and stick to writing a constructive assessment of the problem. Long rambling complaints take a great deal of time to read and are hard for the receiver to understand. However, don’t be afraid to emphasise the effect on your work/life, often including a word like URGENT at the front of your SUBJECT title can be helpful.

Perhaps the most important rule is, regardless of how angry you are at the time, never swear or be overtly abusive. This can constitute personal abuse and in extreme cases, hate mail (illegal), which some ISPs may take exception to. Remember the member of staff you’re contacting is just an individual trying to do their job, treat them with respect.

7. Pay Using a Credit Card.

It’s good advice to pay for your ISP service using a Credit Card (CC) because these often include a lot more payment protection than Debit Cards or Direct Debits. Should your ISP suddenly close then you can often claim smaller sums of money back from your card company for any undelivered months of billed service.

8. Research your ISP Choice.

Don’t be surprised if you experience a poor service from ISPs that only cost £10 to £15 per month or possibly less; such providers are at the budget level and often promise more than they are reliably able to deliver without you suffering a detriment to service or support quality.

Sites like ISPreview are good places to start and we recommend trawling the news archives, forums and related articles to help with your decision. The following articles and sections may also help:

* ISPreviews Broadband Technology Section
* ISPreviews Reader ISP Reviews Section
* ISPreviews Broadband ISP News Archives
* Choosing a Broadband ADSL ISP Article
* Uncovering UK Broadband ISP Fair Usage Policies and Traffic Shaping
* Exposing Hidden and Confusing UK Broadband ISP Charges
* Editors Pick – Best Broadband ISPs for 2009
* Editors Pick - Best UK Broadband ISPs for 2010

Finally, try to pay maximum attention to any usage restrictions (fair usage policies, traffic management etc.) that the ISP may apply as it could hinder some of the services you use.