Problems with your service

We can help with your complaint about certain problems with phone numbers, including complaints about losing access to your number because you have lost the rights of use of it or it has been quarantined. We can also help if you have been given an out of area number – that is, a number with an area code different to your actual location – without being told how calls will be charged.

This help page tells you how our office handles complaints about unauthorised SIM card swapping.

This help page tells you what remedies are available when your internet service is slower than expected, and your provider cannot fix the problems.

This help page tells you what to do when you have a fault on your service that keeps coming back. It also explains what what your provider should do, and what remedies are available.

We can help with your complaint about services that are faulty. To resolve your complaint, we consider what is fair and reasonable in the circumstances having regard to the law, relevant industry codes, guidelines, and good practice.

When we deal with complaints involving faulty services we consider what is fair and reasonable in the circumstances having regard to the law, relevant industry codes, guidelines, and good practice. 

This guidance note tells you:
the types of complaints about telecommunications equipment we can and cannot consider
what we take into account when looking at these complaints
what we expect from you.