I'm with one of the better renowned isp's however where I am they have to rely on bt whole sale to provide the adsl part of the connection. Mid December we identified a contention issue with the circuit which was pushed to bt wholesale to resolve. To their credit within 3 days of identifying this the problem was resolved. However the following day a mistake was made by bt whole sale on the handling of the issue which ceased the connection. Since the 24th I have had no Internet and at best I'm looking at Tuesday for a movement on this position as the back end part of bt wholesale don't do anything over weekends or bank holidays.
I'm not blaming my ISP - however I do think they could be picking up the phone to bt wholesale more than relying on emails to escalate this issue. This weekend I requested compensation for the downtime this has involved to get the response that because their are no slas in place I effectively have to rights to expect a service and therefore a form of compensation for the lack of service.
Is this the case? Does this fall under any of the consumer acts that I could quote, I note offcom seem to steer clear of complaint handling in this area. My other issue is just how can I shout loud enough to get someone to take this up more seriously than appears to be the case.
Tals
I'm not blaming my ISP - however I do think they could be picking up the phone to bt wholesale more than relying on emails to escalate this issue. This weekend I requested compensation for the downtime this has involved to get the response that because their are no slas in place I effectively have to rights to expect a service and therefore a form of compensation for the lack of service.
Is this the case? Does this fall under any of the consumer acts that I could quote, I note offcom seem to steer clear of complaint handling in this area. My other issue is just how can I shout loud enough to get someone to take this up more seriously than appears to be the case.
Tals
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