Network upgrades left me with no iPad signal at all 11m into 24m contract.

matilda.cs

Hi All,

(firstly, sorry for double post, its had no interest in the internet section, so figured I'd try here!!)


11 months ago I took out a 2yr contract with a well known mobile phone company for an iPad.
around 6 weeks ago, they did some 'upgrades' on the 3G mast that serves my location.
Since the 'upgrade' I cannot get any internet connection at home or at work. (2-300 metres apart)

To give you an idea of the difference, I used to be able to stream Sky Go, with no delay at my desk over 3G, now, I cannot access a simple webpage.

They told me to wait a month as the mast upgrades will embed and it will fix itself. It didnt.
They then said to wait for a week for an engineer to check on things.
Yesterday, I got a call saying the engineer agrees network wont be fixed for my location until (at the earliest) ...November.

They said they can give me a reduced price for the service until its fixed, but I said there is no point paying anything, when we get no service at all. I asked if there was an option to cancel it completely.

The service person said it was possible, but I would have to return the ipad.
I expressed that this would not be a viable or fair solution as I paid £350 up front for the 64GB version, so I would lose out...But, theres another twist... I just sold the iPad 2 and put the pennies towards a 'new iPad'
(I spoke to the service provider before the network issue to ask if there was a problem with this, and they said as long as I continue to pay for the service, the iPad is mine to do with as I please.)

Anyone know what my legal rights are, and what the Provider's legal duty is?

Any help would be greatly appreciated

m5rcc

The device and/or service is no longer fit for purpose. Reject it and make a full written complaint to the network company. If they do nothing, write to Ofcom.

matilda.cs

m5rcc wrote: »

The device and/or service is no longer fit for purpose. Reject it and make a full written complaint to the network company. If they do nothing, write to Ofcom.

The device IS fit for purpose. Any other network provider would be able to offer service, the fault lies with the network.
They have admitted it is unfair and that they should do something, but my question was leading to whether
I should expect to be able to keep the device and cancel their service. or
I should expect NOT to be able to keep the device, if I dont keep the service. (in which case, what costs, if any, are recovable.)

Thanks for your help, but they know the service is not good enough. I'm just worried that the initial £350 we spent on the iPad 2, and the £180 we paid to upgrade to the 'new iPad' may be a problem when it comes to cancelling.

m5rcc

I did state "the device and/or service". Did you buy the iPad via the network provider? I assume its Orange/T-M as they have caused a huge f- up with their coverage.

If so it's part of the deal, so the whole package is unfit for purpose because to use the connectivity of the iPad you should be able to use its 3G connection but can't.

I would reject the whole thing, then you can go to someone else and have a newer iPad 3

matilda.cs

m5rcc wrote: »

I did state "the device and/or service". Did you buy the iPad via the network provider? I assume its Orange/T-M as they have caused a huge f- up with their coverage.

If so it's part of the deal, so the whole package is unfit for purpose because to use the connectivity of the iPad you should be able to use its 3G connection but can't.

I would reject the whole thing, then you can go to someone else and have a newer iPad 3

Thanks, but I did say I already have a new iPad. I also paid £350 for the iPad 2, and £180 to upgrade... Giving them back the iPad is not an option!!

Anyway, I've had a response now and they have agreed to cancel the 24 month contract after only 11 months, without cancellation charges and I can keep my device.

It wasn't either of the companies you mentioned. Maybe you could guess if you had Three guesses.

I must say, the customer service has been very mixed from them. The key s to get passed the "front line" customer service people and move straight to the "second tier" customer support.

All sorted now though. :-)

steve1980

matilda.cs wrote: »

It wasn't either of the companies you mentioned. Maybe you could guess if you had Three guesses.

Ha ha. Very good :rotfl::D