Three_Mobile_Broadband - Faulty device

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If your mobile broadband device/dongle is not working you should contact Three who may be able to help to identify the problem. If you bought the device less than a year ago, it is likely that it is covered by the manufacturer's warranty, although if there are any issues your contract is with Three and not the manufacturer so you should contact them first.

Under UK consumer law a product should be as described, fit for purpose and of reasonable quality. The liability for a faulty product is potentially up to 6-years although after 6-months the responsibility to prove the fault is not wear and tear becomes the responsibility of the consumer and not the seller. If you have been sold the device as part of a 18 or 24 month agreement then you could argue that it should be able to last the length of the agreement.

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

What next

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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Helping you with Faulty device

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