Broadband problems in Ireland: provider complaints and ComReg
Complain to your provider first and get a complaint reference. If it does not respond within 10 working days, or you disagree with its answer, ComReg can help.
When this helps
- Your home internet service is in Ireland.
- A persistent fault or speed problem remains unresolved.
Record the fault and your contract speeds
Irish broadband contracts must state the minimum, normally available, maximum and advertised speeds. Find these figures before you test.
Keep outage dates, test results and test conditions. Test over a cable as well as Wi-Fi to show where the problem is.
Use your provider’s complaints code
Find the complaints code of practice on your provider’s website.
Make the complaint and ask for its unique complaint reference number.
The provider must acknowledge the complaint within two working days.
It must send a response within 10 working days.
Take it to ComReg
ComReg Consumer Care can help if the provider does not acknowledge or answer within 10 working days, or you are unhappy with its response.
You must have first told the provider about the complaint within the last 12 months. Have the complaint reference ready.
ComReg also runs a formal dispute resolution process. It has a €15 application fee and aims to resolve disputes within 60 working days.
Compensation rules
Providers must have a compensation scheme for missed or delayed switching and porting appointments. Each provider sets its own amounts.
In 2026 ComReg consulted on extending these rules to all appointments, including repairs. For slow speeds or a fault, your contract decides the remedy.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Provider pages
Outage tools, equipment checks and how to complain, provider by provider.
The evidence pack
In Kilobat’s Health, click Report… and the Complaint tab takes you through four steps: the problem, your evidence, your request and a review. Then Kilobat Pro builds one PDF: a summary, a letter ready to send, your speed against your plan, every outage and the rule that applies, saved beside the evidence file it came from. The Quick report is free; the Complaint tab, its PDF pack and the outage-credit estimate and claim are part of Kilobat Pro.
Sources
- ComReg: Consumer Care
- ComReg: dispute resolution
- ComReg: how to complain to your phone or broadband provider
- ComReg: your broadband speed information is in your contract
- ComReg: compensation scheme for missed and delayed appointments
Checked on 6 November 2026.