Independence note: askotto is an independent consumer-information and consultancy publisher. We are not a mobile network, and we are not owned by, partnered with, or endorsed by Three, O2, Sky Mobile, EE, Vodafone or any provider named in these reports. Everything here is general guidance, marked and written by our own reviewers; confirm current details with the network before acting. Our phone and WhatsApp lines reach askotto consultants only — never a network's own customer service.
Section 01
The ladder
Rung by rung
- Complain to the network in writing (app chat transcript, email or letter) — dates, facts, and the outcome you want. Keep the reference.
- Give them a fair window to fix it; log every contact.
- At eight weeks unresolved — or the moment they issue a deadlock letter — escalate for free.
- The Communications Ombudsman (CISAS for some providers) reviews the file and rules. The ruling binds the network. It never binds you.
- Still unhappy? Your court routes stay open; the ombudsman just usually makes them unnecessary.
Section 02
Evidence wins cases
Screenshots of the status page, your usage screen, bills, chat transcripts and a simple dated log outperform any amount of eloquence. One folder, kept from the first bad day.
Section 03
Special cases
Bundled bills (Sky, EE/BT)Complain to the brand on the bill; written references matter double when accounts migrate.
Tenant brandsComplain to the tenant (giffgaff, SMARTY…), never the landlord — the contract lives with the shopfront.
Mis-sold contractsSay 'mis-selling' explicitly in the written complaint; it triggers a specific review lane.
Independence note: askotto is an independent consumer-information and consultancy publisher. We are not a mobile network, and we are not owned by, partnered with, or endorsed by Three, O2, Sky Mobile, EE, Vodafone or any provider named in these reports. Everything here is general guidance, marked and written by our own reviewers; confirm current details with the network before acting. Our phone and WhatsApp lines reach askotto consultants only — never a network's own customer service.