Rights to service?

Soldato
Joined
15 Apr 2009
Posts
3,432
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
 
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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

Most ISP's don't provide warranty, so you won't get any compensation.
The only time you really get compensation is if you have an SDSL or leased line if they don't fix it within the standard SLA, on standard broadband connection SLA is 40 - 45 working hours.
Because of the holiday season, the standrad time of re-provision for broadband only is around 5-7 working days.
 
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