Proof for your provider: internet complaint report

How it works

1. Collect readings. Run Fix my internet a few times a day for about a week: morning, afternoon, and evening. Every check is saved in your network diary, on your device only.
2. Build the report. Add your provider and your plan speed if you know them. The page looks for patterns in your readings and tells you honestly whether there's a case.
3. Send it. If there's a problem, you get a printable report, a spreadsheet of the readings, and a polite message to send, with the facts filled in.

What makes the strongest case

• A cable. Plug a computer into the router for some of the checks. That rules out your home Wi-Fi, which is the first thing a provider will blame.
• Several days. At least ten speed checks on at least three days, with some in the evening.
• Your plan speed. The exact figure on your bill or contract.
• No VPN. Readings taken with a VPN are left out automatically, because a VPN changes the results.

How the page decides what's a problem

Nothing is hidden. It reports a problem only when the readings cross these lines:

• Below your plan: a quarter or more of speed checks are under half your plan speed, or your typical speed is under 70% of it. This is only judged for plans up to 100 Mbps (see below).
• Speeds swing: at least 30% of speed checks are under half of your own fastest reading.
• Slower in the evening: the typical evening speed is at least 30% lower than during the day, with at least three checks in each. (Failing that, evening response times at least 1.5 times higher and 20 ms more.)
• Dropouts: two or more checks that get no answer at all, or one in twenty readings.
• Lost data: in at least 10% of checks, a tenth or more of the test requests got no answer.
• Jumpy or slow response: typical jitter of 30 ms or more, or typical response time of 100 ms or more.

If none of these appear, the page says so, and doesn't offer a complaint message. A complaint with weak evidence tends to be dismissed.

What this report can't do

The readings come from a browser-based test between your device and our servers, so they show a pattern over time, not exactly where a fault is. Your provider may use a different test and may point at your router or Wi-Fi. The test downloads only a few megabytes, which reads lower than the true speed on fast connections, so for plans above 100 Mbps the page leaves out "below your plan" and relies on variation, dropouts, and time-of-day patterns. For the headline speed on a fast plan, use your provider's own test or a wired computer.

This is not legal advice. Rules about advertised speeds, repairs, and compensation vary by country and by contract, so look up your telecoms regulator and your provider's complaints process. Many providers must give you a way to escalate an unresolved complaint.

Privacy

Your readings never leave your device. The report, the spreadsheet, and the message are created in your browser. Nothing is uploaded, and we never see them.