They said this… · Telecoms & broadband

“The speed was only an estimate, so you have no complaint”

Generally incorrect

Broadband speed information is more nuanced: point-of-sale estimates matter, and providers signed up to Ofcom’s Broadband Speeds Code give a minimum guaranteed speed with specific resolution and exit protections.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Find the minimum guaranteed speed from the sale.
  • Use wired tests where possible to separate line speed from Wi-Fi.
  • Check whether the provider is a current Code signatory.

Important nuance

When the statement may have a point

  • If router-level performance is above the minimum guaranteed speed and the problem is confined to in-home Wi-Fi, the Broadband Speeds Code exit route may not apply.
  • A provider that is not a signatory to the voluntary Code is not automatically bound by the Code process, although the contract and other consumer protections can still matter.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Contract/order summary and price information
  • Bills and payment history
  • Fault reports, outage records and engineer visits
  • Complaint start date, final response/deadlock and ADR scheme details

If they still refuse

Move the dispute forward.

  1. Use the provider’s formal complaint route and preserve the complaint start date.
  2. Telecom ADR can normally become available after deadlock or once the applicable waiting period has elapsed.
  3. Ofcom is the sector regulator but is not normally the body that awards individual redress.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Telecom complaintsRead the full guide.Billing disputesRead the full guide.Deadlock & ADRRead the full guide.