Telecoms
Sort out a broadband or mobile problem, step by step.
When broadband, mobile, billing, an outage or a contract dispute drags on and your provider is slow to fix it, MySide helps you run your side. It keeps the contract, bills and service record together, tracks the deadlock and independent-review point, and helps you prepare the wording you send.
You tell MySide what happened, in ordinary language. MySide turns it into a structured case: the contract and bills, the outage or service problem, the dates and what the provider has said, and the outcome you want, whether that is a fix, a refund or a clean cancellation.
If the provider stalls or goes quiet, MySide helps you keep going: chaser reminders, a reply review, and a record that tracks the deadlock point and the independent dispute-resolution scheme, so you can see when and where to escalate.
01
What MySide keeps together
- Contract, bills and service record Order confirmation, contract, bills, price-change notices, outage logs, speed tests, engineer notes and screenshots.
- Contact and deadlock record First message date, provider replies, promised actions, deadlock letter or independent dispute-resolution scheme information.
02
What you can ask for
- Fix the service Ask for repair action, engineer appointment, service restoration or clear written explanation.
- Refund or bill correction Ask for outage credit, disputed charge removal, corrected bill or account adjustment.
- Cancel or escalate Ask for cancellation terms, deadlock wording or the correct independent dispute-resolution scheme if unresolved.
03
Before you escalate
- Independent dispute-resolution scheme identified Check which communications independent dispute-resolution scheme applies and verify current waiting periods before escalation.
- Remedy evidence Confirm whether the user wants repair, cancellation, refund, compensation, bill correction or explanation.
Official sources
Sources checked Verified on 30/06/2026. Confirm the current process before relying on a deadline.
Jurisdiction: United Kingdom.
Check the current official process and time limits before you send anything or rely on a deadline.
You stay in control.
MySide gives process support, not legal, financial, insurance or medical advice, and it never sends or submits anything for you.
You review and decide everything. Check the current official process and time limits before you rely on a deadline.
Common questions
What telecoms problems does MySide help with?
Broadband, mobile, billing, outages, speed and contract disputes. It organises the contract, bills and service record and tracks the deadlock and independent-review point.
Does MySide complain to the provider or the Ombudsman for me?
No. It prepares drafts, reminders and a record. You send everything yourself and decide whether to take the case to the independent dispute-resolution scheme.
When can I go to an independent telecoms dispute-resolution scheme?
Usually after a deadlock letter or once a set period has passed. MySide tracks these dates so you can see when the point is reached, and points to the scheme, without giving legal advice.
Start free, and keep the record clear.
Organise the key facts for free. The Case Pack starts when the organisation rejects, stalls or goes quiet.