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United States · Broadband & mobile

Broadband & mobile complaints in United States

Internet, mobile and landline providers are among the most-complained-about essential services. Here is who to call, what to say, and how to escalate when the call centre stalls.

Providers
4
Regulators
6
Guides
3
Country rule

State rules differ. The FCC handles telecom complaints nationally but does not award compensation; state commissions handle many billing and service disputes.

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4 Broadband & mobile providers

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X Xfinity Comcast's broadband, TV and mobile brand AT&T AT&T Wireless, fiber and home internet V Verizon Wireless, Fios and home internet T T-Mobile Wireless and fixed wireless home internet

Escalation

Who to escalate to

Only escalate after giving the provider a chance to fix the issue and keeping a record of dates, reference numbers and evidence.

FCC Federal Communications Commission Broadband, mobile & home phone The Federal Communications Commission is the national regulator for communications in the United States, covering phone, broadban… Complaint route CPUC California Public Utilities Commission Cross-sector regulator The California Public Utilities Commission regulates privately owned electric, natural gas, water, telecommunications and passeng… Complaint route NY PSC New York State Public Service Commission Cross-sector regulator The New York State Public Service Commission regulates electric, natural gas, steam, water and telecommunications utilities acros… Complaint route PUCT Public Utility Commission of Texas Cross-sector regulator The Public Utility Commission of Texas regulates electric, telecommunications, water and sewer utilities in Texas. It oversees th… Complaint route FPSC Florida Public Service Commission Cross-sector regulator The Florida Public Service Commission regulates investor-owned electric, natural gas, water and telecommunications utilities in F… Complaint route FTC Federal Trade Commission Cross-sector regulator The Federal Trade Commission is the United States' consumer protection agency for unfair or deceptive business practices. It… Complaint route

Common questions

Broadband & mobile complaints in United States

Does the FCC give individual customers compensation?

No. The FCC's informal complaint process forwards your complaint to the provider and requires a response, but it does not award money to individuals. For compensation, use the provider, your state PUC, small claims court or a consumer-protection agency.

What can my state public utility commission do?

State PUCs vary widely. Many accept consumer complaints, require the company to respond, and can investigate patterns of poor service or unlawful billing. They generally do not resolve private contract disputes or award damages.

Can the FCC make my provider refund me?

No. The FCC forwards an informal complaint and requires a response, but it does not award money. For a refund, use the provider, your state commission or small claims court.

Playbooks

Guides worth reading first

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