- Strong evidence includes time-stamped speed logs, dates and reference numbers of calls, engineer visit dates, and written confirmations.
- Ask for things in writing, and request call reference numbers, so you can prove what was said and when.
- Keep a single, organised record of the dispute timeline from the first report onward.
- This evidence underpins both a provider complaint and any escalation to the ombudsman.
Broadband disputes are won and lost on evidence. A provider can dismiss a vague recollection, but not a dated log of speed tests, a list of call references, and written confirmations of what was promised. Building that evidence as you go, rather than scrambling for it later, is what turns a frustrating complaint into a winnable one.
What evidence matters
The most useful evidence is specific and dated. Time-stamped speed-test logs show performance against your guaranteed speed. Records of each contact with the provider, the date, who you spoke to, what was said, and the call reference number, prove the history. Engineer visit dates, missed appointments, and written confirmations of promises or agreements complete the picture. Together these create a timeline a provider cannot easily wave away.
How to obtain it
Some evidence you create yourself, such as speed logs run over a wired connection at consistent times. Other evidence you must request: ask the provider to confirm things in writing, by email or message, rather than relying on phone calls, and ask for a call reference number at the end of every call. If a promise is made verbally, follow up in writing to create a record of it.
Storing it so it holds up
Keep everything in one place, organised by date: a folder of emails, screenshots of speed tests with visible timestamps, and a simple running log noting each call, its reference and outcome. An organised record is far more persuasive than a scattered pile, and it lets you present a clear timeline if the dispute escalates.
Evidence checklist for a dispute
| Evidence | How to get it |
|---|---|
| Speed-test logs | Run wired tests at set times, screenshot with timestamps |
| Call records | Note date, name and request a reference number |
| Engineer dates | Record appointments, missed visits, outcomes |
| Written confirmations | Ask for promises in writing; follow up by email |
Why it pays off
This evidence does double duty. It strengthens your complaint to the provider, who is more likely to resolve a well-documented case. And if the complaint is not resolved, it is exactly what the ombudsman needs to make a decision in your favour. Recording calls, where you are entitled to, and keeping written confirmations are the habits that make a dispute winnable.
Frequently asked questions
What evidence do I need for a broadband dispute?
Time-stamped speed-test logs showing performance against your guaranteed speed, records of every contact with dates and call reference numbers, engineer visit and missed-appointment dates, and written confirmations of any promises. Together these create a timeline a provider cannot easily dismiss.
How do I log broadband speed evidence?
Run speed tests over a wired connection at consistent times, including the evening peak, and screenshot the results with visible timestamps. Repeat over several days to show a pattern, and compare the figures against your minimum guaranteed speed.
Can I record calls with my ISP?
You can keep your own record of calls, and in many circumstances record them for your own personal use, though rules and provider notices apply. At a minimum, note the date, who you spoke to and the call reference, and follow up important points in writing for a clear record.
How do I get written confirmation from my ISP?
Ask the provider to confirm things by email or message rather than only by phone, and after a call, follow up in writing summarising what was agreed and asking them to confirm. This creates a documented record you can rely on if the dispute escalates.
How long should I keep broadband dispute evidence?
Keep it for the full duration of the dispute and any escalation, and for a reasonable period afterwards in case the issue recurs. An organised, dated record is what the provider and, if needed, the ombudsman will rely on to resolve the matter.
