Consumer Rights: MoneySavingExpert.com discussion

shaggy

ok quick question: connected to Sky Broadband 1st March. Locked into 12 month contract. speeds have been atrociously bad since day one. Have I got ANY right to cancel, as the speeds being provided to me are nowhere near what sky are saying my line is getting?

Art_2

shaggy wrote: »

ok quick question: connected to Sky Broadband 1st March. Locked into 12 month contract. speeds have been atrociously bad since day one. Have I got ANY right to cancel, as the speeds being provided to me are nowhere near what sky are saying my line is getting?

Sky, like other ISPs, will advertise 'upto' a maximum speed and the actual speed you get will depend on your line and distance from your local telephone exchange.

First thing to do is go to:

http://www.thinkbroadband.com

Click on 'availability check' enter your phone number and see what it tells you your maximum speed should be.

What speed are you getting? If you don't know your speed there is a speed check facility on the above site that will check it for you.

Regards,
Art.

shaggy

Art wrote: »

Sky, like other ISPs, will advertise 'upto' a maximum speed and the actual speed you get will depend on your line and distance from your local telephone exchange.

First thing to do is go to:

http://www.thinkbroadband.com

Click on 'availability check' enter your phone number and see what it tells you your maximum speed should be.

What speed are you getting? If you don't know your speed there is a speed check facility on the above site that will check it for you.

Regards,
Art.

That page directs to btwholesale.com, and frmo there anything i click on to generates an error. Anyway, I used http://www.speedtest.net/ and the maximum speed i have ever got is equivalent to around 0.5 Mb. Sky on the other hand have said I am getting a minimum of 3Mb speeds as thats what my line is set to after the 10 day training period.

They also directed me to the speed page on my router and that says 3Mb downstream. My downloads are nothing like this, and in fact most of the time even simple browsing is comparable to old dialup speeds. I am close to the end of my tether and want to cancel. What grounds do I have, if any, to cancel?? I have logged a couple of tickets to Sky so they do know I have been complaining to them about the speeds since day one.

Art_2

shaggy wrote: »

That page directs to btwholesale.com, and frmo there anything i click on to generates an error. Anyway, I used http://www.speedtest.net/ and the maximum speed i have ever got is equivalent to around 0.5 Mb. Sky on the other hand have said I am getting a minimum of 3Mb speeds as thats what my line is set to after the 10 day training period.

They also directed me to the speed page on my router and that says 3Mb downstream. My downloads are nothing like this, and in fact most of the time even simple browsing is comparable to old dialup speeds. I am close to the end of my tether and want to cancel. What grounds do I have, if any, to cancel?? I have logged a couple of tickets to Sky so they do know I have been complaining to them about the speeds since day one.

The site I gave you should have told you the maximum that your line should be able to give you. it works when I try it.

If you are not happy, and I wouldn't be with 0.5 mb, I would write to Sky to say they are failing to provide adequate speeds to you and you wish to terminate. At the very least it might get them into action to resolve the situation.

Unfortunately, they are not breaking their contract with you. They are providing you with broadband, albeit at a low speed.

It sounds like there may be a technical problem with your connection that they need to resolve.

Another site that should be able to tell you the maximum speed your line can achieve is:

http://www.dslzoneuk.net

Regards,
Art.

pawprinter

Hi

Please help. I'm desperate and have searched the internet for days looking for my rights regarding the company failing to refund me within the 30days but can't find anything.

I bought a TV for £1200 from Empiredirect.com

It arrived damaged on 14th feb - so I called up on the same day it was delivered to request a replacement. However it was going to take them another 3-4 weeks to get a replacement out to me. So I cancelled the order and requested a refund instead.

Three weeks later, the courier that picked up the TV still had not dropped off the item back to the company - which is why I hadn't received the refund. After NUMBEROUS phone calls, they chased the courier and received the item. A girl told me on on march 9th that the refund was processed and I'd receive the refund in 3-5 days.

Now it's 16th March - 30 days later and I still have not received the refund. I rang them up - and the guy was confused as he did not know why the refund had not yet been processed.

I've chased and chased them and they don't do anything until I ring and chase them.

What are my rights now that the 30days is up today? I threatened them with Trading Standards and told them that I'd charge them interest for everyday they keep my money over the 30day period - not sure if I can do that but I was angry!

Plus it was on my credit card and the bill was meant to be paid today!

Please can someone with a knowledge of law/legal rights/processes...how do I go from here?

Thanks in advance,
a very stressed pawprinter

Art_2

pawprinter wrote: »

Hi

Please help. I'm desperate and have searched the internet for days looking for my rights regarding the company failing to refund me within the 30days but can't find anything.

I bought a TV for £1200 from Empiredirect.com

It arrived damaged on 14th feb - so I called up on the same day it was delivered to request a replacement. However it was going to take them another 3-4 weeks to get a replacement out to me. So I cancelled the order and requested a refund instead.

Three weeks later, the courier that picked up the TV still had not dropped off the item back to the company - which is why I hadn't received the refund. After NUMBEROUS phone calls, they chased the courier and received the item. A girl told me on on march 9th that the refund was processed and I'd receive the refund in 3-5 days.

Now it's 16th March - 30 days later and I still have not received the refund. I rang them up - and the guy was confused as he did not know why the refund had not yet been processed.

I've chased and chased them and they don't do anything until I ring and chase them.

What are my rights now that the 30days is up today? I threatened them with Trading Standards and told them that I'd charge them interest for everyday they keep my money over the 30day period - not sure if I can do that but I was angry!

Plus it was on my credit card and the bill was meant to be paid today!

Please can someone with a knowledge of law/legal rights/processes...how do I go from here?

Thanks in advance,
a very stressed pawprinter

Contact your credit card company and ask them for help. They are equally liable as Empire is. Ask the card company not to charge you interest on this amount as the problem is not yours and ask them to claim the money back for you. Card companies will normally put the debt on hold until the matter is resolved.

Write to Empiredirect and ask for an explanation and compensation for your wasted time.

Regards,
Art.

Matty007

Dear Art

On the 6th March 2007 I had a fault on my BT Landline.

I reported the fault immediately and they confirmed that it was a line fault and they will deal with it straight away and in the meantime put a call divert to my mobile phone.

5 days later still no landline and the call divert meant that if I was not home, I couldnt contact my home or my family couldnt contact me.

For a couple of days this would of been surviveable, however it was becoming increasingly unsatisfactory.

I contacted BT to be told that they had until the 13th to deal with this fault.

Not quite sure how they made this self imposed 13th to deal with it, but I did finally get through to 'team leader'.

He confirmed that no-one had tried to resolve this fault up to know, but miraculously, he saw on the screen that an Engineer was due to deal with it this Monday !!

Luckily only the Team Leader' was able to see this note on the screen as no-one else could !!!........Liar Liar !!!

Anyway the 13th came and went and here I am on Friday 16th...absolutely nothing.

I think I am being paid £1.00 a day compensation.

Any advice ...??

I will write recorded delivery to the Chairman outlining this poor service and try to work out a reasonable compensation for this.

Any ideas.............will now change suppliers...but unlikely to send shockwaves through the BT corporation !!

Will not say in the letter that I WILL change suppliers but will consider changing it if action is not taking...etc...etc....

What do you reckon Art ????

Regards
Matty007

Art_2

Matty007 wrote: »

Dear Art

On the 6th March 2007 I had a fault on my BT Landline.

I reported the fault immediately and they confirmed that it was a line fault and they will deal with it straight away and in the meantime put a call divert to my mobile phone.

5 days later still no landline and the call divert meant that if I was not home, I couldnt contact my home or my family couldnt contact me.

For a couple of days this would of been surviveable, however it was becoming increasingly unsatisfactory.

I contacted BT to be told that they had until the 13th to deal with this fault.

Not quite sure how they made this self imposed 13th to deal with it, but I did finally get through to 'team leader'.

He confirmed that no-one had tried to resolve this fault up to know, but miraculously, he saw on the screen that an Engineer was due to deal with it this Monday !!

Luckily only the Team Leader' was able to see this note on the screen as no-one else could !!!........Liar Liar !!!

Anyway the 13th came and went and here I am on Friday 16th...absolutely nothing.

I think I am being paid £1.00 a day compensation.

Any advice ...??

I will write recorded delivery to the Chairman outlining this poor service and try to work out a reasonable compensation for this.

Any ideas.............will now change suppliers...but unlikely to send shockwaves through the BT corporation !!

Will not say in the letter that I WILL change suppliers but will consider changing it if action is not taking...etc...etc....

What do you reckon Art ????

Regards
Matty007

Hi Matty,

Firstly, my advice would be not to change suppliers. From all that I have read it appears BT are as good as any of them.

BT do have a time in which they have to deal with problems but without looking at their agreements I can't say what this is. I think you are approaching the problem correctly. Write to the chairman for compensation but in the meantime pester BT to get the fault sorted.

You could also contact the telecoms regulator who might be able to help. At least the threat of this might bring action from BT.

Sorry I can't offer better advice on this one.

Regards,
Art.

thisfeeling

Hi,
I bought some glasses online. they offer a trial service but i didnt go for this as the i got glasses are of the same dimensions as my last which fit. the new glasses dont fit that well, i think the arms may be of a different shape.

i asked for a refund but they told me as they're not faulty they wont give me a refund. i know the distance selling laws say that if the product is personalised, im not entitled to a refund but they state that their glasses include free prescription lenses. im just wondering if this means that as i have only paid for the frames i am entitled to a refund or as they have paid for the lenses then im not entitled to a refund.

also, on the card they sent with the glasses it says 'We are so confident you will be delighted by the first class quality of our prescription glasses that we'll give you a full refund if you are not completely happy!' there is nothing on the card to state that theres any clauses to this but in the terms on their website it says i am only entitled to a refund if they're faulty. im just wondering what my rights are. i have contacted them several times but they are refusing point blank to give me a refund.

thanks

Art_2

thisfeeling wrote: »

Hi,
I bought some glasses online. they offer a trial service but i didnt go for this as the i got glasses are of the same dimensions as my last which fit. the new glasses dont fit that well, i think the arms may be of a different shape.

i asked for a refund but they told me as they're not faulty they wont give me a refund. i know the distance selling laws say that if the product is personalised, im not entitled to a refund but they state that their glasses include free prescription lenses. im just wondering if this means that as i have only paid for the frames i am entitled to a refund or as they have paid for the lenses then im not entitled to a refund.

also, on the card they sent with the glasses it says 'We are so confident you will be delighted by the first class quality of our prescription glasses that we'll give you a full refund if you are not completely happy!' there is nothing on the card to state that theres any clauses to this but in the terms on their website it says i am only entitled to a refund if they're faulty. im just wondering what my rights are. i have contacted them several times but they are refusing point blank to give me a refund.

thanks

Which company are you dealing with?

You don't say how you paid for the glasses but if you used a credit card write to your card provider and ask them to help you get satisfaction. This will only work if the prchase price was over £100.

Failing this I suggest you contact your local Trading Standards office and ask them to help you.

Regards,
Art.