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Origin Broadband customer service contacts, problems and complaints

How to contact Origin customer services and technical support

  • Origin Broadband phone number: 0345 071 9886
  • Origin Broadband email: [email protected]
  • Complain via: phone, email or write to: OB Telecom Ltd trading as Origin Broadband, Soapworks, Ordsall Lane, Salford, M5 3TT

How to contact Origin Broadband support and customer service

The following details are for Origin customers or those who were previously an SSE Broadband customer.

Origin Broadband customer support telephone number

We recommend checking Origin's help and support FAQ before you consider connecting with the technical support team. But if you want to call Origin Broadband with any questions or problems, dial 0345 071 9886.

The support hours are:

  • Monday to Friday: 8am-6pm
  • Saturdays: 8am-2pm
  • Sunday: Closed

Origin Broadband Email

Email can be a great way to get in touch if you don’t need an immediate response. It’ll also mean that you’ll have a digital paper trail for if you ever need to complain.

Origin Broadband's email address is [email protected].

Is Origin Broadband down?

If you’re having issues with your internet and think your service might be down, there are a couple of things to try before contacting customer support. First, try rebooting the device you're using to connect. If that doesn’t work, reboot your Wi-Fi router. 

If your broadband connection is down, you can check Downdetector for any Origin outages.

If you need more help with any connectivity problems, or broadband issues in general, read our guide to troubleshooting broadband.

How to complain about Origin Broadband

If you feel the need to complain to Origin Broadband, here's the best way to go about it:

  • Complain directly to Origin Broadband. Call, write or email, explain your situation, provide clear evidence, and let customer services work on the issue. Give them time to do that but ask for a specific time you can expect a resolution.
  • Escalate the issue within Origin Broadband. If you don’t hear back when you expect to, request an escalation. If the solution provided by the company isn’t to your satisfaction, ask to speak to a manager. Allow them time to resolve if they can.
  • Contact the Communications Ombudsman if you don't get a resolution within eight weeks, or you receive a deadlock letter. Read on for more details how to do this.

Complain to Origin Broadband in writing

If you’d like to put your grievance in writing, it’s perfectly within your rights to do so. Outline your complaint, provide copies of evidence, explain any steps taken so far and the cause of the complaint. 

If you want to do this via email, send your complaint to [email protected].

If you would rather send it by letter, write to:

Origin Broadband,
Ordsall Lane,
United Kingdom,
M5 3TT

Complaining about Origin Broadband to Ombudsman Services: Communications

If you’ve complained to Origin Broadband, but you've not received a resolution you’re happy with, take your issue to the Communications Ombudsman. To do this, you’ll need to have either waited eight weeks for a response, or have received a deadlock letter.

Leaving Origin Broadband? Switch and save

If you've not been able to resolve a problem despite numerous attempts, we’d recommend our guide to cancelling Origin Broadband. We also advise you to contact Origin to see if you are out of contract. If so, you can switch to a cheaper deal for free. We've put a couple of our best priced deals below:

Dynamic deal panel

If you’re out of contract, start your switch by entering your address below. This will clearly show you the other great broadband offers available for you now:

Broadband Genie deals checker

Expert Summary

If you aren’t happy with the way Origin has dealt with your problems, remember you always have a right to complain. Do this either by phone, email or letter. If you don’t hear back within eight weeks, or you receive a deadlock letter, then you can take it further to the Ombudsmen.

Finally, if you’re having regular problems, or you aren’t happy with your broadband service, then seriously consider cancelling. Take the time to check up on the performance of your broadband regularly with our broadband speed test page.

Check your contract end date with the provider, as otherwise, you could have to pay a fee. Make sure to read up on how to cancel your Origin broadband contract. We recommend using our deals checker before you do this, so you can browse through the latest offers and packages available at your home address.

Meet the author:
Rosina Brooker

Rosina has been working as a content writer since university. She's had the opportunity to get involved in a broad variety of industries, writing about everything from boilers to local events to technology. Her skill set also includes web development, so she understands the importance of good broadband.

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