Landline - Delay in repairing service

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Being told that a fault cannot be fixed can be very frustrating. You should contact your phone line provider as you may be able to claim some compensation. If they cannot resolve the issue then you consider claiming that the service is not as described and you want to cancel the service. There is no point in putting up with a poor service. In order to do this you should write to your supplier stating that you believe that they are in breach of your contract with you and you wish to cancel the service you are receiving from them. You may also wish to ask for a rebate of some or all of the money you have paid to them. If the service has an unfixable fault they should not oppose this.

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

What next

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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