Landline - Interference or crossed line issue
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Interference on your phone line can be off-putting and spoil your calls. Try hanging up and re-dialling, where possible. If this does not work then you should contact your phone line provider who may be able to resolve this issue over the phone for you. If you are unhappy with your phone provider’s response, you should contact their customer services department, giving clear details of your case - such as what happened, when, and why you are complaining.
Often as a solution you will be offered service credits. However, you should be able to demand that your provider take action to attempt to resolve your interference issue. If they are unable to do this, you may have grounds to waive any cancellation fees if the interference prevents you from being able to make use of your phone.You should know
- The customer services deptartment of your home phone provider should acknowledge receipt of your issue within 14 days
- You can take the case to an ombudsman eight weeks after you've raised your issue
If you are unhappy with your home phone provider’s initial response, you should contact their customer services department via resolver, giving clear details of your case - such as what happened, when, and why you are complaining.
Once you have submitted your information to the company, they should acknowledge your case with 14 days.
If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.
Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.
If you cannot resolve the issue
If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.
The ombudsman will then independently undertake investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.
If you need additional assistance
If you need additional advice and guidance on the issue you can contact your local Citizens Advice Bureau.
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