Mobile broadband - Service not as expected
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If you are not receiving the service you expected then you should contact your service provider to explain your issue. This will give them the chance to put things right for you. It also ensures that the company is aware of the problem so, if appropriate, they can deal with the problem to stop it from happening to others.
Not as agreed by salesperson
You should ask them to honour the contract as agreed with the sales person, even if it was a verbal discussion this can still be considered a contractual agreement. If you can ensure you have a copy of the discussion in writing or if over the phone use the resolver app to record your phone call. Any contract term which states the company does not uphold statements by sales staff is deemed an unfair term. Any false statement made by a salesperson in order to secure your business is deemed a misrepresentation. Under such circumstances, you are within your rights to cancel the contract with no cancellation charges. You also may be able to take legal action for compensation for any payments you have already made. False statement to secure a contract is a criminal offence. Trading Standards should be informed of any such practices.
If you want to appeal
If you think you have been wrongly charged, or that the roaming charges are unfairly high, you should firstly contact the customer services department of the company via resolver, and explain your concerns. You should do this in writing, and set out the problem that has arisen and the remedy you seek (waiving of the charges).You should know
- The customer services department of your mobile 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 dongle 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 an 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.
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