NOW Broadband complaint letter: broadband, mobile and billing

If you need to make a formal complaint about your broadband provider, this page will help you prepare a clear, structured letter. A well-drafted complaint improves the likelihood of resolving billing disputes, speed issues, contract problems, or early termination charges.

When to escalate a broadband complaint

Escalate in writing if customer support has not resolved your issue — particularly where the dispute involves persistent slow speeds, repeated outages, missed engineer appointments, incorrect billing, contract renewal without consent, or early exit fees. A written complaint creates a formal record and begins the regulated 8-week resolution period under Ofcom rules.

What this letter should achieve

• State your account number, service address, and contract start date.
• Explain clearly what has gone wrong (slow speeds, outages, billing error, contract dispute).
• Provide measurable evidence (speed tests, outage dates, missed appointments).
• Quantify financial impact or time lost.
• Request a defined outcome: refund, credit, contract release, fee removal, or compensation.
• Request a formal written “Final Response”.

Common broadband complaint themes

• Consistently slow speeds below advertised or minimum guaranteed levels.
• Repeated service outages or instability.
• Missed engineer appointments without adequate notice.
• Incorrect billing or price increases.
• Automatic contract renewal disputes.
• Early termination fee disagreements.

If disputing speeds, refer to the provider’s minimum guaranteed speed and document results over several days.

Evidence to include

• Account number and service address.
• Speed test results (with dates and times).
• Outage log (dates and duration).
• Engineer visit confirmations and missed appointment records.
• Copies of bills showing disputed charges.
• Records of prior complaints and reference numbers.

Present events in chronological order to strengthen credibility.

How to frame your requested outcome

• State the exact refund or credit amount requested.
• If service consistently fell below guaranteed minimum, request penalty-free exit if appropriate.
• If disputing early termination fees, explain why the provider failed to meet contractual obligations.
• If outages were prolonged, request compensation in line with automatic compensation schemes where applicable.
• Request written confirmation once the account is corrected.

Regulatory timeframes and escalation

Response window: Broadband providers have up to 8 weeks to issue a formal Final Response.

If you receive a “deadlock” letter — or 8 weeks pass without satisfactory resolution — you may escalate to the relevant Alternative Dispute Resolution (ADR) scheme (typically Ombudsman Services: Communications or CISAS).

Ofcom regulates broadband providers but does not resolve individual complaints directly.

Practical drafting tips

• Keep the tone structured and factual.
• Use bullet points for dates and measured speeds.
• Refer specifically to advertised speeds versus actual performance.
• Retain copies of all correspondence.

A concise, evidence-based complaint significantly increases the probability of refund, contract release, or compensation in regulated broadband disputes.