Most people who call customer service about slow internet hear the same lines: "restart the router", "it is your Wi-Fi", "we will raise a ticket". Then nothing changes. It is not always bad faith; the agent simply has nothing showing that the problem is the line rather than your home.
This guide helps you build a clear record within a week, so your provider has no option but to deal with the problem.
Step 1: rule out causes inside your home first
This is not only about convincing the provider; it also stops you wasting time if the problem really is at home. Before you start documenting, make sure:
- you are testing on a device connected to the router with an Ethernet cable;
- the device supports your plan's speed (a gigabit port if the plan is above 100 Mbps);
- no VPN is running and other devices are not downloading during the test;
- you have restarted the modem and router at least once.
If you have no device with an Ethernet port, testing right next to the router on 5 GHz is the best alternative, but say so clearly in the complaint.
Step 2: log results for 5 to 7 days
A single test proves nothing. A repeating pattern is what convinces. Run the speed test three times a day at roughly the same times:
- Morning (8–11 am): usually low load.
- Afternoon (3–6 pm).
- Evening (9–11 pm): peak time.
Use the same device and the same test server every time. The History page on our site saves every result with date and time automatically on that device, and you can screenshot it at the end. For extra evidence, screenshot each result with the time visible.
Step 3: record more than speed
Speed alone is not the whole story. This information makes a complaint much stronger:
- Ping and packet loss: steady packet loss on a cable is close to conclusive evidence of a line fault.
- Drop-outs: write down the date, approximate time and length of each one.
- Modem lights: does the DSL, PON or Internet light blink or go out during the problem? Photograph it if you can.
- A continuous ping test (optional): on Windows, open Command Prompt and type
ping -n 200 8.8.8.8. At the end it shows how many packets were lost. Take a screenshot. - For ADSL and VDSL lines: the modem's settings page usually shows SNR margin, attenuation and the sync rate. If the sync rate itself is below your plan, the problem is definitely the line, because that is the limit the line allows before anything in your home is involved.
Step 4: write the complaint in an organised way
Whether by phone, chat or email, a written complaint is better because it is recorded. Here is a template you can adapt:
Account number: ...
Plan: 100 Mbps
Problem: actual speed between 25 and 40 Mbps in the evenings since [date], with 2–5% packet loss.
What I have done: tested over Ethernet from a device that supports 1 Gbps, with no other devices active, after restarting the modem. Results attached for 7 days, 3 tests per day.
Request: please check the line from your side, send a technician if needed, and give me a ticket number.
Notice that the template answers in advance the questions the agent would normally ask, which heads off the scripted replies.
Step 5: keep the ticket number and follow up
- Always ask for a ticket number and note the agent's name and the date.
- If they say the problem is fixed, measure for three more days before closing the matter.
- If nothing changes within the time they promised, refer to the previous ticket number when you follow up rather than starting from scratch.
If your provider does not fix it
Most countries have a telecoms regulator that takes subscriber complaints once you have exhausted the provider's own process, for example the Communications, Space and Technology Commission in Saudi Arabia, the TDRA in the UAE, the NTRA in Egypt and the TRC in Jordan. They usually ask for your ticket number with the provider, which is why the previous step matters.
Check your contract too. Some contracts specify a minimum speed, and some let you cancel without a penalty if you do not receive the agreed service. An organised log of measurements makes that request far easier.