Ofcom's advice on your next step

Problems with your internet service -
Internet service bill and contract issues

Internet Service Providers, in common with other companies dealing with consumers, must comply with rules about unfair terms in consumer contracts. If you feel that a particular term of your contract is unfair, you should first speak to your Internet Service Provider about your concerns.

If the problem relates to a particular term or condition that you feel is unfair, then you can complain to Ofcom and ask us to investigate whether the term complies with consumer protection law.

It is likely that the problems you are experiencing are complex. In cases such as these it is usually best to talk through what has happened with one of our specialist advisers. This will enable us to get as many details from you as possible and give you specific guidance on what you should do next.

Please can you call us on Monday-Friday between 09:00 and 17:00. Our phone number is 020 7981 3040 or 0300 123 3333. If you are deaf or speech-impaired, our textphone number is 020 7981 3043 or 0300 123 2024. Please note that these numbers only work with special equipment used by people who are deaf or hard of hearing. Our fax number is 020 7981 3334. Welsh speakers can call 020 7981 3042 or 0300 123 2023.