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Broadband complaints procedures
A little organisation and a patient manner can go a long way towards solving broadband disputes.
Here are our top tips:
- Be wise before the event. Even if your relationship with the ISP is running smoothly, make sure that your paperwork is in order. Billing inaccuracies will be easier to resolve if your bills and statements are organised.
- Keep your bills filed in chronological order and keep all correspondence between yourself and your broadband provider.
- Use bank statements to add credibility to your claims, particularly those concerned with billing mistakes.
- Ask to have the company’s official complaints procedure explained to you before you enter into a dispute.
- Keep a calls log detailing each call that you make to your ISP. Make a note of who you spoke to, as well as the date and time of the call, and how long it lasted in case you want to claim back call costs.
- Always approach your ISP first with any complaints or grievances. Inform them in writing that you want to make an official complaint.
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- Assume nothing. If you have your MAC and wish to terminate your contract and migrate, inform your ISP both on the phone and in writing.
- When communicating with your ISP, be both patient and personable. Don’t raise your voice or get irritable - you’re more likely to get a good result if you stay calm.
- Know what you want - have an idea in mind of what your ISP could do to resolve the situation.
- Make sure that you’re targeting the correct department and the right people with your complaints.
- Ask for written confirmation of any changes to your contract, or any verbal agreements that are made over the phone.
- If you’re struggling to resolve an issue with your ISP, contact Cisas or Otelo, and ask them to advise you on the next step you should take.
- If all else fails, get legal help - Which? Legal Services (see useful links) provide a low cost method of smart consumer legal advice. You could also get advice from your your local Citizens Advice or Consumer Direct office on 08454 04 05 06.
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Comments
Just upgraded to Virgin Broadband from Unwired. Unwired was pretty laggy and signal strength was pretty poor and inconsistent. I play online games so needed something a little better.
Virgin is a nightmare. Today have been trying to play world of warcraft, been disconnected at least 20 times. Its been so bad a few days ago I decided to keep a log of dropouts.
Dropouts were 5:25, 5:50, 6:30, 6:33, 6:36, 7:01 and so on. Pretty much makes online games unplayable. Today has been much much worse.
Additionally any support you get comes from the Philipines, is unhelpful and takes a long time. I spent 3 days waiting to get online after the first day of signup because my prepaid voucher didn't work and they required me to fax my voucher to them rather then taking the details over the phone. Still needed to make 2 follow up calls after the fax to get them to do anything about it. - Mar 6 2010 6:26AM
Virgin is a nightmare. Today have been trying to play world of warcraft, been disconnected at least 20 times. Its been so bad a few days ago I decided to keep a log of dropouts.
Dropouts were 5:25, 5:50, 6:30, 6:33, 6:36, 7:01 and so on. Pretty much makes online games unplayable. Today has been much much worse.
Additionally any support you get comes from the Philipines, is unhelpful and takes a long time. I spent 3 days waiting to get online after the first day of signup because my prepaid voucher didn't work and they required me to fax my voucher to them rather then taking the details over the phone. Still needed to make 2 follow up calls after the fax to get them to do anything about it. - Mar 6 2010 6:26AM
I have been with Virgin media for around 12 months and still have not recieved the free modem router which they say they would send when I joined them. Also as I am not in a cabled area I have them via the phone line and have been told several times I SHOULD be able to get speeds around 4 to 4.5 Mbpm but normally I get around 500 Kbps but on occasions I might be lucky to get around 2Mbps. I have made so many complaints its costing me a fortune in phone calls but still dont get anywhere. I dont realy want to move to another isp as we all know its a pain letting lots of people you have changed your email for for the time being I will solder on and live in hope I can get what I pay for. - Jun 4 2009 6:51PM
I have Talk Talk Broadband and it is terrible.it use to be ok but now can only get on internet for about 4 hours a day keep going back to them to sort it out and get told the samr old rubbish all the time,avoid them like the plaugue - May 15 2009 2:59PM
we with supernet we join in march 1m/b unlimited downloads this week they told us we been cap to 30gigs a month & they put a speed limited bteew 4pm to 2am which they say is peak time so at this we can't even get on the web - Oct 12 2008 1:56PM
I Am 16 Years Old, Currently At School And Cannot Aquire A Good Qaulity Of Fast Internet, I Am Out Of The Range For Broadband And Am Stuck With Absolute Pish.....Has Anyone Resolved Or Helped With The Problem, You Can Probably Guess The Answer. At First, We Had Broadband For Three Days, And Now Each Retard We Recieve On The Phone Comes Up With The Same Answer. Bt Broadband For Everyone My Ass. Sort The Problem And Would Be Greatly Appreciated. - Oct 6 2008 2:17AM