Communications Ombudsman

Positive news for UK mobile and broadband consumers 📣@Ofcom is reducing the 8-week period you need to wait before registering unresolved complaints with our service. From 8th April, you’ll be able to access our free and impartial service 6 weeks after first raising a complaint

@midaschips Hi Derek, we're sorry you've had difficulty reaching your case handler - we've been in touch with him and his Coach to make them aware of this and asked that you receive a call as soon as possible to the number we hold on file for you. Thank you for your kind patience.

@CommsOmbudsman Dispute raised 10/10/2025.  Thrice recently 26/01 - 04/02 we have rung both 02038359176 and 03304401614  : each time we are informed that ** is on annual leave and will return on 5th January : we are invited to contact via the on-line portal.  This we have failed to find.

Need help with a mobile phone, broadband, Pay TV or landline dispute? Our service makes it simple for consumers to resolve disputes with their communications provider. Our team work hard to provide excellent service by supporting consumers with their case from beginning to end.

@TheseusBi Hi Eleanor we're sorry to hear of this. However, Virgin Media are no longer a member of our service. Complaints in relation to Virgin are now undertaken by CISAS, whose contact details can be found here: cedr.com/contact-us/. We hope they resolve the matter for you!

@Ofcom I’ve filled the reporting form for @virginmedia and also filed a case with the @CommsOmbudsman if someone could kindly get in touch to help, I’d really appreciate. They made me sign a new contract yesterday but refused to send me a copy

@CommsOmbudsman @Ofcom I’m a disabled person who has been scammed by @virginmedia that lied about my contract making me feel suicidal. Can you help? @SkyNews @BBCNews @BBCPanorama @Independent @Telegraph

@GJVIBES Hi there, we're sorry to hear that - are you able to give us a call on 0330 440 1624 instead?

@CommsOmbudsman I dropped you an email on 21/12/2025 raising an ongoing issue with three and not received any response. How would one even escalate things when no one’s there to listen! @CommsOmbudsman

@dannomore2023 We look forward to hearing from you Dan, and hope we can help!

@dannomore2023 Hi Dan We would usually investigate a number of issues under one complaint...however, there may be instances where we would have two separate complaints. Give us a call on 0330 440 1624 to provide further details and discuss. Thanks!!

@KRafteryauthor Thanks Kevin, we'll pass this information on.

@KRafteryauthor No problem Kevin, we'll make Luke's Coach aware of your concerns and ask them to provide a response to you.

@KRafteryauthor Hi Kevin, we're sorry to hear about this. You can find details of our service complaints process and how to make a complaint on our website here commsombudsman.org/unhappy-with-o…

@dannomore2023 Hi Dan, we're really sorry you've not been able to get hold of us by phone...if you could DM us your contact number we'll ask a member of our dispute resolution team to call you. Thank you!

@4m3rp123 Hi Amer, we're sorry to hear that! If you can show you originally complaint 8 weeks or more ago we don't need a deadlock letter. You may also wish to make the Information Commissioner's Office aware if a DSAR hasn't been provided within a calendar month of your request.

@CommsOmbudsman Hello o2 was supposed to send me my deadlock letter today but missed the deadline. I requested a DSAR and notes show I requested it. Can I open a case with ombudsman now or do I have to wait 8 weeks o2 is difficult to deal with

@DanielMcmorrow Hi Daniel, a previous resolved dispute shouldn't prevent you from raising a new one as long as the matter is a new issue. Have you spoken to our team on 0330 440 1614?

Can't raise a new complaint with @CommsOmbudsman because I've an existing complaint that was resolved months ago

@JavierRuggeri99 Hi Javier, Sky aren't signed up to our service so we're unable to look at complaints about them. They subscribe to a dispute resolution service called CISAS - for more information their website is cedr.com/consumer/cisas….

@CommsOmbudsman I want to report about @skytv and their awful service. I signed up a new contract they then raised the price. I raised a complaint and they agreed to put the price down by £3. No one said to me this will be a new contract whatsoever until I saw the email. Help!

@howsieboyitsme Hi there, if you have made a complaint directly to the supplier and it hasn't been resolved after 8 weeks, we may be able to help. Call our team on 0330 440 1624 to provide further details and discuss possible next steps, or visit our website commsombudsman.org

@IamClaireField Hi there, we're sorry to hear about this. Have you made a complaint directly to the supplier? If so and it hasn't been resolved after 8 weeks, we may be able to help. Call our team on 0330 440 1624 to provide further details and discuss possible next steps. Thanks!

They told me I could switch back, if I wanted to.. 🤔🫡And they're trying to get me to have 24, not 12 month contract (they say they (don't do) 12 month contract in telesales. I don't want to risk a 24 month contract... Just in case for whatever reason. @BBCTech @CommsOmbudsman

So apparently. @bt won't offer a 12 month contract. I just want broadband that works... They say I can't switch back from @EE. But EE is awful, since they moved me over... But over the phone they're saying I can't switch back to bt, which used to work fine...

Today marks the #InternationalDayofSignLanguages. We work with @signsolutionsuk, allowing consumers to contact us and benefit from our service via #SignLanguage #BSL For information on #accessibility adjustments we can make to our service, visit commsombudsman.org/accessibility

@rae80_rae Hi there! Can you please confirm the email address you sent it to, and when? Thank you!

@CommsOmbudsman I emailed a complaint about a broadband provider taking over my line without my permission, even though they were told by my then provider to leave alone. The other provider set up the account in the name of a person witb no legal connection to my address.

@MorvenCamp43513 Hi Morven, we're sorry to hear that. We'd advise you to make a complaint directly to your provider and if they don't resolve it after 8 weeks we may be able to become involved. We hope they get you back online ASAP!

@CommsOmbudsman I have had no broadband since 1/8/2025 - please help!!

@CEOemail Hi Marcus, this isn't something we'd share - as you are likely aware there is a charge to the supplier to enable us to provide our service free to the consumer. You can find additional information about our service on our website commsombudsman.org/faqs.

@CommsOmbudsman What is the cost per case to the company being complained about, please?

Did you know that our easy-to-use service is free to consumers? Start your dispute at bit.ly/3tYy2fC Before raising your dispute with us, please allow your provider eight weeks to put things right (unless you receive a deadlock letter from them sooner).

@roofcleaningco Hi there, our role is to investigate individual disputes between consumers and their supplier. If you've complained to them and the issue isn't resolved after 8 weeks we may be able to help. Visit our website for more details commsombudsman.org.

@CommsOmbudsman Can you please look into @virginmedia's practices? I think they are deliberately delaying cancelling people's accounts and charging them a higher monthly payment after their contract expires.