Mobile and Broadband Customers Struggle to Get Faults Fixed and Complaints Resolved
Last updated
Customers report weak signal, slow internet, and slow or rude customer support. In one recent case, weeks of calls and emails about a new broadband connection ended with complaints closed without a fix.
Situation
Over about ten to fifteen years of using mobile and broadband services from two major providers, one customer reported poor internet, weak signal, and customer support that was slow, rude, or unprofessional.
In a recent case, a newly installed broadband device did not work. For about a month and a half, the customer contacted support by phone and email and explained that office work could not continue. Each reply said the problem would be solved with high priority, but it was not, and the complaints were closed without a fix.
Who is affected
Mobile and broadband customers, people who work or study from home, and small businesses.
How often
Reported by one customer across many experiences over 10 to 15 years. This has not been measured more widely.
Root cause
Not established. Slow complaint handling and no visible progress on a complaint are likely factors.
Current workaround
Repeated calls and emails, and raising complaints again.
Opportunity for improvement
This friction creates opportunities for transparent complaint tracking, honest repair timelines, and support that does not close a complaint until the problem is solved.
Friction Journal observation
A complaint marked closed is not the same as a problem that is solved.
About this record
Status: Initial observation. Based on lived experience, not a verified study. This record may be updated as evidence is checked.
Impact: Medium. Repeated frustration or wasted time, or serious harm that is possible but not likely.
- Sources consulted
- Personal experience with mobile and broadband services.
- Last updated
- Cite this record
- Friction Journal. “Mobile and Broadband Customers Struggle to Get Faults Fixed and Complaints Resolved.” FJ-000096. Last updated 21 October 2026. https://frictionjournal.com/frictions/fj-000096/