A useful review needs a fair comparison
Good or bad service depends on what was measured and where.
Choose the right measure.
Coverage, speed, call reliability, complaints and customer satisfaction measure different aspects of service. A provider can perform strongly in one area and less strongly in another. Avoid reducing the assessment to a single score without context.
Read the sample.
Check the date, geography, sample size and method behind a survey or test. A voluntary online review does not necessarily represent every customer. A laboratory or drive test cannot reproduce every indoor location.
Record personal evidence.
A diary of recurring failures is more useful than a general claim that a network is bad. Note the function, location and time, then compare with official status information. Keep screenshots free of private account details when discussing general guidance.
Use a clear escalation.
For an unresolved service problem, use the provider’s formal complaints procedure. Keep references and written responses. Consult Ofcom’s current information about complaint handling and alternative dispute resolution rather than assuming the regulator resolves individual bills.
Confirm before acting
These are general preparation notes, reviewed 9 November 2026. Account-specific conditions must be checked with the official provider.
Ofcom switching guidance ↗Ofcom network-generation information ↗Provider reference directory