They said this… · Telecoms & broadband

“Your Wi-Fi is slow, but the broadband line is fine”

It depends

That can be a valid diagnosis if the incoming broadband connection meets its benchmark, but it does not resolve a separate Wi-Fi guarantee or prove that Wi-Fi is actually the cause.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Run Ethernet/line tests where possible.
  • Ask for the line figures the provider relies on.
  • Check any separate whole-home Wi-Fi guarantee.

Important nuance

When the statement may have a point

  • Where router or wired tests show the broadband service meeting its contractual benchmark, and no separate Wi-Fi coverage promise has failed, the provider may reasonably treat the remaining issue as an in-home wireless problem.
  • Device capability, building construction and router placement can materially affect Wi-Fi without indicating a line fault.

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.