Complete Telecom Complaints Guide 2026: Your Rights for Weak Network and How to Escalate Complaints Step by Step

Introduction: Internet Has Become a Necessity, Not a Luxury

In today's world, the internet has become the lifeline for almost everything. From remote work to online education, from online shopping to staying connected with family and friends, from completing government transactions to entertainment and live streaming. Therefore, when the network weakens or the internet slows down, it significantly affects our daily lives.

We wrote this comprehensive guide to provide you with everything you need to know about your rights as a telecommunications subscriber and how to properly handle network issues in an organized manner that ensures your rights. Whether your problem is with mobile network, home internet via fiber optics, or even WiFi, you will find the solution here.

First: Telecommunications Companies in Saudi Arabia

Several telecommunications companies compete in the Kingdom to provide services to citizens and residents. Knowing these companies and their market shares helps you understand your available options.

The Three Main Companies

Saudi Telecom Company STC is the largest and oldest telecommunications company in the Kingdom, established in 1998 and holding about 43% of the market. It is distinguished by wide coverage throughout the Kingdom and was the first to launch the 5G fifth-generation network. Mobily (Etihad Etisalat) was established in 2004 and holds about 40% of the market, known for its competitive offers and ultra-fast internet services via fiber optics. Zain Saudi Arabia entered the market in 2008 and holds about 16% of the market, distinguished by customer service and offers targeting youth.

Other Companies

In addition to the three major companies, there are other companies such as: Virgin Mobile, established in 2014, offering innovative services for youth segments, and Lebara, specializing in prepaid packages and international calls at reduced prices, an excellent option for residents wishing to communicate with their families abroad.

Second: Types of Network Weakness Problems

Before filing a complaint, it's important to precisely identify the type of problem you're facing. This helps resolve it faster.

Mobile Network Weakness

These problems include: frequent call drops, weak network signal in certain areas, slow mobile internet despite having a data package, inability to make calls at certain times, and poor voice quality during calls.

Home Internet Weakness (Fiber Optics)

These problems include: internet speed lower than contracted, frequent service interruptions, high response time (ping) affecting gaming and video calls, and unstable connection especially during peak hours.

WiFi and Router Problems

Sometimes the problem may be in the router itself and not the service, such as: weak WiFi coverage in parts of the house, need to restart the router constantly, network settings issues, or the router being old and needing replacement.

Third: Steps to Diagnose the Problem Before Filing a Complaint

Before calling customer service, follow these steps to make sure the problem is actually from the service provider.

For Home Internet

Restart the router by unplugging it for 30 seconds then reconnecting it. Make sure cables and connections are intact. Try connecting to the internet via a direct cable from the router to the device instead of WiFi. Run a speed test via sites like speedtest.net and record the results as evidence.

For Mobile Network

Restart your phone. Make sure mobile data is activated and the package hasn't expired. Try putting your SIM in another device to ensure the problem isn't with your device. Check the network coverage map in your area via the company's website.

Fourth: Step One - File a Complaint with the Service Provider

The golden rule: You must always start by filing an official complaint with the telecommunications company itself before escalating to any other authority. This is a basic requirement for your complaint to be accepted by the Communications Authority later.

Customer Service Numbers for Main Companies

STC Company

Customer service number from STC SIM: 900. Customer service number from other networks or landline: 0114555555. Customer service number from outside the Kingdom: +966114555555. Contact via MySTC app or website stc.com.sa. Customer care account on Twitter: @stccare_ksa

Mobily Company

Customer service number from Mobily SIM: 1100. Customer service number from other networks: 0560101100. Customer service number from outside the Kingdom: +966560101100. Contact via Mobily app or website mobily.com.sa. Customer care account on Twitter: @Mobily1100

Zain Company

Customer service number from Zain SIM: 959. Customer service number from other networks: 0590000959. Customer service via WhatsApp: +966590005959. Contact via Zain app or website sa.zain.com. Zain account on Twitter: @ZainKSA

How to File an Effective Complaint?

When calling customer service or filing an electronic complaint, make sure to: Explain the problem clearly and precisely. Specify when the problem started and how often it recurs. Mention the steps you took to try to solve it. Request the complaint number and keep it, this is very important for escalation later. Ask about the expected time for resolution. Document everything: date, time, employee name if possible, and complaint number.

Statutory Response Period

According to the Communications, Space and Technology Commission regulations, the service provider must respond to and address your complaint within a maximum of 5 days. If this period passes without resolution, or the complaint is closed without real treatment, you have the right to escalate to the Authority.

Fifth: Step Two - Escalate the Complaint to CST

If your problem is not resolved within 5 days, or you are not satisfied with the solution provided, you have the right to escalate the complaint to the Communications, Space and Technology Commission (CST). The Commission is the government body responsible for regulating the telecommunications sector and protecting consumer rights.

Conditions for Accepting Escalation

For your complaint to be accepted by the Authority, the following conditions must be met: You must have previously filed a complaint with the service provider. 5 days have passed without response, or the complaint was closed without treatment. Escalation must not exceed 180 days from the date of closing the complaint with the service provider.

Ways to Escalate to the Authority

You can escalate your complaint through several channels: Mutasil electronic platform via the link mutasilind.cst.gov.sa, which is the fastest and easiest way. Call the Authority's unified number 19966. Visit one of the Authority's branches in person. Communications Authority app on mobile.

Documents Required for Escalation

Prepare the following documents before escalating: Complaint number with the service provider. Copy of the service contract if available. Related invoices. Any documents supporting your complaint such as speed test photos. Power of attorney if you are filing the complaint on behalf of someone else.

What Happens After Escalation?

After filing the complaint with the Authority, the service provider is contacted to look into the problem. The Authority reviews the complaint details and responses. A binding decision is issued for the service provider. You are informed of the complaint result.

Sixth: Your Rights as a Telecommunications Consumer

The Communications, Space and Technology Commission has defined a set of rights that every telecommunications subscriber should enjoy.

Your Basic Rights

The right to receive the service agreed upon in the contract with the specified quality and speed. The right to receive clear information about prices and packages before subscribing. The right to receive a copy of the service contract. The right to file a complaint and receive a response within 5 days. The right to escalate the complaint to the Authority if not resolved. The right to cancel the service without unjustified penalties. The right to protect your personal data and privacy.

Your Rights When Service is Weak

If the service provided is less than what was contracted, you have the right to claim appropriate compensation. For example, if the contracted internet speed is 100 Mbps and you actually get only 30 Mbps, you have the right to either reduce the subscription value to match the actual speed, or fix the problem and raise the speed to the contracted level, or cancel the contract without penalties, or receive compensation for the period of weak service.

Your Rights When Service is Interrupted

In case of service interruption for a long period, you have the right to claim compensation for the days of interruption. Keep a record of interruption dates and times as evidence.

Seventh: Tips to Improve Internet Quality

Before filing a complaint, try these tips that may solve your problem.

To Improve Home Internet

Place the router in a central and elevated location in the house. Keep the router away from electrical and metal devices that may cause interference. Change the WiFi channel if there is interference with neighbors' networks. Use WiFi Extenders for large homes. Consider upgrading to a Mesh WiFi system for better coverage. Make sure to update the router firmware regularly.

To Improve Mobile Network

Make sure the automatic network selection option is activated. In areas with weak coverage, try activating 4G only mode instead of 5G. Use a mobile signal booster if coverage is weak in your home. Contact the company to request installation of an indoor signal booster if the area suffers from weak coverage.

Eighth: When Can You Cancel the Contract?

In some cases, you have the right to cancel the service contract without paying penalties.

Legitimate Cancellation Cases

You have the right to cancel the contract without penalties in the following cases: The service provider's failure to comply with contract terms such as the agreed speed. Repeated service interruption despite multiple complaints. The service provider changing contract terms without your consent. The service not being available in your area at the required quality.

How to Cancel

Submit an official cancellation request to the service provider stating the reason. Keep the request number and document all correspondence. If you are asked to pay an unjustified penalty, refuse and escalate to the Authority. Make sure to receive written confirmation of service cancellation.

Ninth: Important Contact Numbers

Save these numbers in your phone for reference when needed.

Telecommunications Companies Numbers

STC Customer Service: 900 (from STC) or 0114555555 (from other networks). Mobily Customer Service: 1100 (from Mobily) or 0560101100 (from other networks). Zain Customer Service: 959 (from Zain) or 0590000959 (from other networks).

Regulatory Bodies Numbers

Communications, Space and Technology Commission: 19966. National Contact Center (Amer): 199099 extension 100.

Important Links

Mutasil platform for complaint escalation: mutasilind.cst.gov.sa. Communications Authority website: cst.gov.sa. Network coverage map: available on the Authority's website.

Frequently Asked Questions

How long should I wait before escalating the complaint?

You must wait 5 days from the date of filing the complaint with the service provider. If it is not resolved within this period or closed without treatment, you have the right to escalate immediately.

Can I claim compensation for weak service?

Yes, if the service is clearly and continuously less than what was contracted, you have the right to claim appropriate compensation either by reducing the bill or financial compensation.

What if the company refuses to solve my problem?

Escalate the complaint to the Communications Authority via Mutasil platform or number 19966. The Authority's decisions are binding on service providers.

Can I transfer my number to another company if I'm not satisfied?

Yes, the number portability service is available and you can transfer your number to another company while keeping the same number. The process usually takes 24-48 hours.

What's the difference between network weakness and a problem with my device?

Try your SIM in another device, or try another SIM in your device. If the problem continues with your SIM in any device, the problem is from the network. If another SIM works well in your device, the problem is from your device.

Is filing a complaint free?

Yes, filing a complaint with the service provider or the Communications Authority is completely free with no fees.

Conclusion

Weak telecommunications or internet network is an annoying problem, but you have clear rights and organized mechanisms to solve it. Always remember: Start by filing an official complaint with the service provider and get a complaint number. Wait 5 days for resolution. If not resolved, escalate to the Authority via Mutasil platform or number 19966. Document everything and keep evidence.

Don't hesitate to claim your rights. Telecommunications companies are obligated to provide the agreed service, and the Communications Authority exists to protect your consumer rights. Share this guide with your family and friends so everyone knows their rights.