Huge change to mobile and broadband rules that could see you get £100s in compensation sooner
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NEW rules could see broadband and mobile customers get £100s in compensation sooner. The regulator Ofcom has launched a consultation on how long households have to wait before they can escalate an issue with their provider. As it stands, providers have up to eight weeks to resolve any disputes you might have with them.
![[Wi-Fi router on a kitchen counter.]](https://www.thesun.co.uk/wp-content/uploads/2025/01/2pgp829-modern-wi-fi-router-856957639_8c0959.jpg?strip=all&w=960)
But Ofcom is consulting on reducing this period to six weeks, meaning frustrated customers could get compensation quicker. Customers can escalate issues to either the Communications Ombudsman (CO) or the Communications and Internet Services Adjudication Scheme (CISAS).
The consultation is open until March 12 with Ofcom aiming to announce its final decision before the end of the summer. The regulator said any changes would come into effect six months after it confirmed its decision. That means the new framework may not come into force until 2026.
Martin Lewis welcomed the launch of the consultation, posting on X: "Pleased to hear Ofcom is consulting on reducing the time it takes to escalate issues to an Ombudsman from eight to six weeks.". "Great to see a move.". Ofcom said it was consulting on changing the time frame in which customers can take complaints higher up as it believes households are not currently getting "sufficiently prompt access".
You can complain about your broadband provider by finding the customer service number on its website. Then ask to speak to the relevant team so you can flag any issues you have experienced. If you flag an issue to your provider and it still does nothing about it after, as it stands, eight weeks, you can take your case to the CO or CISAS.
