- A fault log records each problem with the date, time, duration, speed-test result, call reference and any engineer visit.
- Keeping it consistently turns scattered frustrations into a clear, dated timeline.
- It strengthens a provider complaint and is exactly what the ombudsman relies on.
- Record call reference numbers each time you contact the provider so the history is verifiable.
If you take one practical step to protect yourself in a broadband dispute, it is keeping a fault log. It costs nothing but a few minutes per incident, and it transforms your position from "I think it has been bad for a while" to a precise, dated record that a provider and an ombudsman must take seriously. This is how disputes are won.
Why a fault log matters
Memory is a weak basis for a complaint; a dated record is a strong one. A fault log captures problems as they happen, before details fade, and reveals patterns that a single complaint cannot. It also demonstrates diligence, which providers and ombudsman schemes respect. When you can produce a clear timeline, the conversation shifts from whether there is a problem to how it will be fixed.
What to record
For each incident, note the date and time, the nature of the problem, total loss, slow speed, drop-out, and how long it lasted. Add a speed-test result where relevant, ideally from a wired test. Crucially, every time you contact the provider, record the date, who you spoke to, what was said, and the call reference number. Note engineer visit dates and outcomes too. These fields together create a complete history.
How to format it
Keep it simple and consistent: a spreadsheet or even a dated notes file works well, with one row or entry per incident or contact. Consistency matters more than sophistication, an ongoing, chronological record is what you need. Back it up, and keep any supporting screenshots of speed tests and copies of correspondence alongside it.
Fault log template fields
| Field | What to record |
|---|---|
| Date and time | When the incident or contact occurred |
| Problem type | Loss, slow speed, or drop-out |
| Duration | How long it lasted |
| Speed-test result | Wired test figure, where relevant |
| Call reference | Reference number for each contact |
| Engineer visit | Dates and outcomes |
Using it in a complaint
When you complain, attach or summarise your fault log so the provider sees the full timeline at once. If the complaint is unresolved after six weeks or at deadlock, the same log is the core evidence for the ombudsman, who will weigh it heavily. Asking for and recording a call reference at the end of every contact is the habit that keeps the log verifiable and your case solid.
Frequently asked questions
Why should I keep a broadband fault log?
Because a dated record is far stronger than memory in a dispute. A fault log captures problems as they happen, reveals patterns a single complaint cannot, and demonstrates diligence. It shifts the conversation from whether there is a problem to how it will be fixed.
What should a broadband fault log include?
For each incident, the date and time, the type of problem, its duration, a speed-test result where relevant, and for each provider contact, the date, who you spoke to, what was said and the call reference number, plus any engineer visit dates and outcomes.
How long should I keep fault log records?
Keep them for the full duration of the dispute and any escalation to the ombudsman, and for a reasonable period afterwards in case the problem recurs. An ongoing chronological record is what the provider and ombudsman will rely on.
Can I use a fault log as evidence in a CISAS complaint?
Yes. A clear, dated fault log is core evidence for an ombudsman case, and CISAS or another approved scheme will weigh it heavily. The more complete and consistent the log, with call references and speed-test results, the stronger your case.
How do I get call reference numbers from my ISP?
Ask for a reference number at the end of every call or contact, and record it in your log. The provider should be able to supply one. These references let you prove the history of your contacts if the provider later disputes what was said or when.
