How to File an FCC or FTC Complaint Against Your Internet Provider

If your internet provider will not fix a billing, speed or service problem, you can file a free complaint with the Federal Communications Commission at fcc.gov/complaints. When the FCC sends your complaint to the provider, the company must respond in writing to you and the FCC within 30 days. For deceptive ads or junk fees, also report to the Federal Trade Commission, and for billing disputes your state consumer protection office may offer another route. Start by documenting the problem and giving the provider one clear written chance to fix it.

Step 1: Document everything

• Write down dates, times and how long outages or slowdowns lasted.
• Save bills, promo terms and the broadband facts label for your plan; our guide to the FCC broadband facts label shows what your provider promised.
• Run speed tests on a wired connection at different times and screenshot the results.
• Keep chat transcripts, ticket numbers and the names of agents you spoke with.

Step 2: Contact the provider in writing

Send a short message through the provider’s account chat, email or mail. Say what is wrong, what you want, such as a credit, repair visit or corrected bill, and give a date for a reply. Ask for a supervisor or retention team if the first agent cannot help. The FCC asks consumers to try the provider first, and a paper trail makes any later complaint stronger. If the issue is an outage, our guide to getting reimbursed for an outage covers what to ask for.

Step 3: File with the FCC

1. Go to fcc.gov/complaints and choose the internet complaint form.
2. Pick the issue that fits, such as billing, availability, speed or equipment.
3. Describe what happened, attach your records and say what result you want.
4. Watch your email for a confirmation and any request for more details.

You can also file by phone at 1-888-225-5322. There is no filing fee and you do not need a lawyer. If the FCC serves your complaint on the provider, the company has 30 days to respond in writing, and it may call you directly to settle it. If the answer does not solve the problem, reply to the FCC’s email with why.

Step 4: Report deceptive practices to the FTC

Hidden fees, misleading ads and charges you never agreed to can be reported at ReportFraud.ftc.gov. The FTC adds reports to a database that law enforcement agencies use to spot patterns and build cases. It does not handle individual disputes or get your money back, but reports help it act against bad practices.

Step 5: Go to your state

Your state attorney general’s consumer protection office takes complaints about billing, sales tactics and contracts, and may offer mediation, depending on the state. Some state public utility or public service commissions also take complaints about phone and internet service. Search your state’s name with “attorney general consumer complaint” to find the form.

What each agency can and cannot do

Where	Best for	What happens
FCC (fcc.gov/complaints)	Billing, service, speed and availability problems	Provider must reply in writing within 30 days if served; a complaint does not automatically secure a refund
FTC (ReportFraud.ftc.gov)	Deceptive ads, junk fees, unauthorized charges	Used for investigations; no individual resolution
State attorney general	Billing disputes, contracts, sales practices	May mediate with the company
State utility commission	Service quality, where the state regulates it	Varies by state

When switching is the faster fix

A complaint can take weeks. If another provider serves your address, switching may solve the problem sooner. Our guide to negotiating your internet bill can also help before you leave.