# BROADBAND PROVIDER COMPLAINT AND EXIT REQUEST
Date: 6 April 2032
Parties: Michael Green and Northstar Fibre Communications Limited, account NS-448219
## 1. Purpose and parties
I, Michael Green of 27 Alder Grove, Nottingham NG7 2QF, make this formal complaint to Northstar Fibre Communications Limited about account NS-448219. My 24-month Fibre 200 contract began on 1 June 2031 at £42.00 per month, with a promised download speed of up to 200 Mbps and a guaranteed minimum download speed of 50 Mbps at my router. The service is for my home and I have paid every undisputed bill on time.
## 2. Facts, scope and terms
From 17 February to 5 April 2032 I recorded 42 wired tests at the router between 19:00 and 22:00. The average download speed was 18.4 Mbps, and 39 of the 42 results were below 50 Mbps; the lowest was 7.2 Mbps on 21 March. I reported the fault on 18 February under reference NF-77104, spoke to Northstar on 25 February and 8 March, and allowed an engineer visit on 18 March. The engineer replaced the wall socket, but the speed remained below the guaranteed minimum.
## 3. Process and responsibilities
Northstar's network message on 22 March said the area fault was closed, yet tests on 24 March, 29 March and 5 April remained below 50 Mbps. The attached router exports, dated test log, engineer report and screenshots identify the service, equipment and times. I have not claimed compensation for a complete loss of service: the connection was intermittent but usable. Accordingly, the then-current published daily automatic-compensation rate for a qualifying loss-of-service event, ordinarily payable after the two-working-day trigger, is not claimed here, and this letter does not assert that the scheme's trigger has been met.
## 4. Evidence, records and safeguards
I require Northstar to investigate the line and provide a permanent engineering remedy by 20 April 2032, confirming the measured result in writing. I also request a £63.00 account credit for the six complete weeks from 23 February to 5 April during which the recorded service failed the guaranteed minimum, calculated as six weeks at £10.50. The credit is a proposed fair remedy for the sustained shortfall, not a waiver of any statutory or contractual right.
## 5. Review, escalation and outcome
If the guaranteed minimum is not restored by 20 April, I require written confirmation that I may end the Fibre 200 contract without an early termination charge under the applicable Ofcom Voluntary Code of Practice on broadband speeds. I will pay the ordinary £42.00 monthly charge while the complaint is investigated, subject to the requested credit, but I dispute any early-exit fee based solely on speeds that remain below the contract's guaranteed minimum.
## 6. Reservations and practical protections
This letter starts my formal complaint and asks for a substantive response within 14 calendar days, by Tuesday 20 April 2032. If it remains unresolved, I will wait for the applicable eight-week period, ending on 1 June 2032, before referring the complaint to Northstar's approved Alternative Dispute Resolution provider, CISAS or Ombudsman Services: Communications as applicable. I will provide access for a reasonable further engineer appointment and will keep testing without accepting that testing is an admission that the service is compliant.
## 7. England and Wales law and completion
This completed fictional complaint is dated 6 April 2032 and is governed, so far as relevant, by the law of England and Wales. It is not a claim that Ofcom guarantees an individual speed or that every slow-speed case receives automatic compensation. I reserve claims for breach of contract, misleading statements, appropriate bill credits, the penalty-free exit described above and any other remedy available in law, while asking Northstar to preserve the fault history, test data and call recordings.