People using home broadband and telephone services have been given some help in raising problems with their provider by Ofcom, the regulator for the telecoms industry.

Ofcom has compiled a series of template letters that broadband users can download and use when they need to contact their service providers, whether because of a specific fault or more general complaints.

Switching to a new broadband provider, for instance, requires the customer to find out their Migrating Authorisation Code (MAC), for which Ofcom provides a MAC request template letter.

The regulator also offers template letters that can be used when they have experienced a loss of broadband connection, have been promised a refund that they have not received or have otherwise suffered a partial loss of service.

Ofcom recently invited broadband users to take part in its latest internet speed research programme, which last year confirmed that actual broadband speeds are often significantly lower than the advertised amount.

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