Slow broadband in China: China Telecom, Unicom and Mobile complaints
Start with the company that provides your broadband and keep the complaint record. Provincial services and contract terms can differ, even under the same national brand.
When this helps
- Your broadband service is in China.
- A speed or reliability problem remains unresolved.
Contact your broadband provider
These customer-service numbers are listed by MIIT. State that the issue concerns fixed broadband, identify your service region and request a fault reference.
| Provider | Customer service |
|---|---|
| China Telecom | 10000 |
| China Unicom | 10010 |
| China Mobile | 10086 |
Record a repeatable problem
Save the package name, speed wording and the service address region.
Compare wired and wireless results on the same device.
Record the local time and whether all services or only one destination are slow.
Keep the provider’s reference, response and promised follow-up.
Separate the local connection from the destination
A fast local speed test and a slow distant website measure different routes. Record the test server and the actual service affected.
For China Mobile, provincial support pages provide local self-service diagnostics. Follow the instructions for your own province and equipment.
Check the official telecom appeal process
Complain to the operator first. MIIT’s appeal guidance covers disputes with telecom providers after an unsatisfactory response or no response within the applicable period.
Use the official appeal channel and check its current admissibility requirements. Keep the facts, requested outcome and original complaint evidence together.
Prepare the evidence and the message
Use the free complaint template with your notes and test results.
On a Mac, Kilobat Pro’s complaint wizard helps assemble a reviewed draft. Basic support-report export remains free.
Sources
- MIIT: telecom support and appeal contacts
- MIIT: telecom user appeal service
- China Mobile Beijing: broadband self-service checks
Checked on 3 November 2026.