BROADBAND PROBLEMS AND YOUR RIGHTS – 03/06/2019
The inspiration behind this blog came from a Facebook message from a friend saying that his internet was playing up, noting that it comes on for 1 minute and goes off for 30 minutes at a time. He elaborated by saying that he was with Sky and they said that it’s Openreach who are to blame and that he won’t have his connection fully restored for another 3 – 4 days.
My response to this is that your contract is with Sky, not Openreach, and this is Sky’s problem and nothing to do with Openreach as far as you are concerned. You are entitled to £8 a day compensation for loss of service and Sky is one of 95% of Internet Service Providers (“ISPs”) who are committed to a compensation scheme that is now in place.
The Consumer Rights Act 2015 here states that any goods, services or products you buy should be;
- As described
- Fit for purpose
- Satisfactory quality
Furthermore, consumers have rights as well as expectations and a reliable broadband connection is considered a necessity nowadays and not a luxury we can do without.
I spoke about plans for compensation for internet service failure in February 2018 here and this has now been implemented.
Ofcom has stated that an Internet Service Provider (“ISPs”) will issue £8 a day refunds when a customer’s landline or Internet service fails and is not fully fixed within 2 business days and £8 a day for each full day it is still not fixed after that.
This is a voluntary code and the main ISPs have committed to this, so you should not have to ask for compensation as it should be automatically paid. However, as is the standard in this country, you need to force the issue and get it paid out otherwise the firms will try and duck the issue to save costs.
It’s just typical that firms will pass the buck and blame someone else rather than be open and honest and apologise for the inconvenience, make the customer aware of their rights and go the extra mile by helping them claim for the compensation they are entitled to under the Consumer Rights Act 2015 and this voluntary code.
We put up with any old rubbish in this country and part of the problem is that consumers are not fully aware of their rights. I am though, and that is why I wrote and published a book to help and inspire others to do what I do and that is to hold firms and individuals to account for their actions.
I cover various aspects and real-life scenarios involving the Consumer Rights Act 2015, Consumer Credit Act 1974, Misrepresentation Act 1967 and other legislation including the Road Traffic Act complete with templates based on real-life test cases that work in my book now on sale via Amazon as an e-book and paperback priced £2.99 / £7.99.
BBC Radio Scotland have read it and interviewed me as a consumer expert for a five-part consumer programme they have made. I have been featured in the Daily Mail as a consumer champion which you can read here
Read a free sample via my website and let me know what you think?
DOWNLOAD to your Kindle or get the free Kindle app from Amazon and read the book on your IPad / tablet / smartphone / laptop.
Like and follow me on Facebook – The Complaints Resolver.
If you have enjoyed reading this, feel free to take a look at my other website http://www.awriterinedinburgh.com which showcases my writing and how you can work with me.