Let’s be blunt. Bad IT support isn’t just frustrating — it’s expensive. Not always in obvious ways, either. It’s the slow drip of downtime. The hours lost chasing issues. The security holes you didn’t know were there until something exploded.
For small and medium-sized businesses, IT problems are rarely about flashy tech failures. More often, it’s about things that should have been caught, handled, or prevented… and weren’t.
So how do you know when your IT provider is underperforming? Here are the key signs your small business has bad IT support and what you should do about it before the damage gets serious.
1. You’re Always Chasing Them
If you have to follow up constantly to get things done, that’s a problem. Whether it’s a support ticket, a new starter needing setup, or an urgent system issue your IT partner should be responsive and proactive.
Radio silence? Missed follow-ups? Support that only shows up when you push hard enough?
That’s not service. That’s babysitting. You’re paying for support, not playing project manager.
2. They Don’t Understand Your Business
Good IT support isn’t just about fixing things. It’s about understanding how your business works and tailoring solutions accordingly.
If your provider treats you like every other client, gives generic advice, or pushes services you don’t need, they’re not invested in your success. They’re just selling to you.
Your business is unique. Your IT setup should reflect that.
3. Everything’s Reactive
If your IT company only shows up when something breaks, you’ve got a break-fix provider masquerading as support. That approach might have worked 10 years ago, but it doesn’t cut it today.
You need regular maintenance. Patch management. Backups checked. Security monitored. User permissions reviewed. That’s proactive IT support the kind that prevents problems before they cause damage.
If your provider isn’t doing this, you’re sitting on a ticking time bomb.
4. They Don’t Talk Security Unless You Ask
Cyber security should never be an afterthought. If your IT provider isn’t bringing up security during reviews, audits, or even casual check-ins — that’s a red flag.
Are your devices protected? Is multi-factor authentication enabled? Are staff trained on phishing emails? If you don’t know the answer, they’re not doing their job.
Have they talked to you about Cyber Essentials? Have they got AT LEAST the basic standard themselves? In our opinion those looking after your security should have achieved the Cyber Essentials Plus standard – if they’ve not it should raise questions. Not sure if your provider has Cyber Essentials? You can search HERE
One phishing attack could cost your business thousands. Literally. So if they’re not keeping you informed, you’re at risk.
5. There’s No Documentation
Here’s a fun exercise. Ask your IT support to show you your network diagram, your password management system, or your backup logs.
If they go quiet… PROBLEM.
You should have access to key information about your IT environment. If one tech leaves the company, you shouldn’t lose everything. If your provider holds all the keys and shares none of them, that’s not a partnership. That’s a hostage situation.
6. Staff Complain About Tech. Constantly.
Slow machines. Printing issues. Wi-Fi that drops off during Teams calls. Stuff that mysteriously stops working and then “fixes itself” — until it doesn’t.
When small annoyances start piling up, it’s often a sign your IT support isn’t doing regular maintenance or solving root problems. Maybe they’re cutting corners. Maybe they don’t have the resources. Either way, your team is suffering, and productivity is nosediving.
Don’t ignore the grumbling. It’s usually justified.
7. No Strategy. No Roadmap. No Plan.
A good IT partner helps you plan ahead. They don’t just keep the lights on they help futureproof your systems. Whether it’s migrating to Microsoft 365, upgrading aging hardware, or scaling your infrastructure as you grow, there should be a roadmap.
If you’ve been working with the same provider for years and your IT looks exactly the same as when you started… that’s a problem.
8. You Feel Like a Nuisance
This one’s about gut instinct.
If every time you call support you get sighs, delays, or attitude… you’re not being treated like a valued customer. If you’re made to feel stupid for asking questions, that’s not OK.
IT support should be approachable. Helpful. On your side.
You’re not the problem. They are.
What Should You Do If These Signs Ring True?
Start by asking questions. Ask your provider what proactive services they deliver. Ask about their monitoring tools. Their response times. Their approach to cyber security. Ask to see documentation.
If they’re defensive, dismissive, or vague… you’ve got your answer.
Then, start exploring better options. Look for an IT support provider that:
- Offers clear, fixed-fee support
- Delivers proactive services and regular reporting
- Communicates in plain English
- Understands your business goals
- Takes cyber security seriously
- Is responsive, reliable, and accountable
Switching IT support might feel like a hassle. But staying with bad support will cost you far more. In time, money, and peace of mind.
You deserve better.
Bad IT support doesn’t always show up in dramatic failures. It creeps in slowly. Missed updates. Ignored issues. Poor communication. No long-term vision. These are all signs your small business has bad IT support and they matter.
Don’t wait for a crisis to act. If something feels off, it probably is.
And if you’re ready for a second opinion? Let’s talk. Even if it’s just for a reality check. No pressure, no hard sell. Just honest advice, the kind you should’ve been getting all along.
BONUS: They’ve Never Mentioned NCSC or Assurix? Hmm…
Here’s a final check. Ask your provider if they’re familiar with the National Cyber Security Centre’s guidance on choosing a managed service provider. See what they say.
If you get blank stares or vague waffle… that tells you a lot.
The NCSC guidance is designed to help businesses like yours choose safer, more reliable IT partners. Any decent provider should know it, follow it, and be happy to talk you through how they align with it.
Even better? Look for providers who are working towards the Assurix Trustmark. It’s a sign they’re serious about cyber security, transparency, and delivering high-quality managed services to SMEs. If they’re on the Assurix journey, they’ll be proud to tell you.
If they’re not… maybe it’s time for someone new.