Broadband Fault and Outage Record

Who this is for

A dated record of every fault. Write down each drop-out, slow spell or line fault with the speed test result, how long it lasted, how you reported it and the reference you were given, so a complaint or a request to leave the contract rests on a clear history.

Customers with an unreliable broadband or landline service, people preparing a complaint, and anyone told by their provider to keep a record of the problem.

What this helps you track

• When each fault happened and what kind it was
• Speed test results down and up at the time
• How long each outage lasted
• How it was reported, the reference number and any engineer visit
• Where the complaint has got to

How to use it

1. Write the provider, account number, package and advertised speed, and router model at the top, from your contract or bill.
2. When a fault happens, write the date, time and fault type, and run a speed test if you can connect at all.
3. Record how long the fault lasted, how you reported it and the reference number the provider gave you.
4. Add engineer visit dates and tick the fixed column only once you have confirmed the service is back to normal.
5. Work through the complaint checklist if faults continue, and check your contract and the complaint rules where you are before escalating.

Formats

• Printable PDF (A4 and US Letter)
• Fillable PDF with form fields
• Fill in online, saved in your browser

The printable is laid out inside a box that fits both A4 and US Letter, so the two files are identical and neither one is scaled. The fillable PDF has real form fields. The online version keeps what you enter in your own browser and builds the completed PDF on your device.

How to print

Download the A4 or US Letter file to match the paper in your printer, open it in a PDF reader and print at 100% — not "fit to page", which shrinks the writing space. Both files leave a 14 mm margin, which clears the unprintable edge on home printers. To print the online version with your entries in it, use the Print this sheet button, which prints only the sheet and none of the page around it. More on printing.

Questions

What counts as a fault worth recording?

Anything that stops you using the service as sold: a full outage, repeated drop-outs, speeds well below what you normally get, or a dead landline. Record them all; a pattern matters more than a single bad day.

How should I run the speed test?

Use the same method each time, ideally a wired connection to the router, and write down the tool used in the notes. The provider may ask for its own tester, so record those results too.

Does this record entitle me to compensation?

The sheet cannot say. Whether you are owed compensation or can leave the contract depends on your contract and the rules where you live. The record gives you the dates and references to make the case.

Should I keep emails and chat transcripts too?

Yes. Save them somewhere safe and write the reference number on the matching row, so each entry here points to the proof behind it.