Tesco Broadband

lelly88

Hi I have a quick question regarding my rights and what to do next.

I have phoned Tesco 5 times due to continued internet dropout and every singly time I phoned I was given the same excuses and advice. Each time I called I pointed out how many times I'd called previously and made it clear that it was happening at around the same time every night. I was told three times it'd be raised to tier two and only now after jumping through ridiculous amounts of hoops has that happened.

Needless to say I'm pretty irritated as everyone in my household needs the use of the internet for work and due to hours worked during the day can only use the internet at home during the times it disappears.

I am obviously going to complain to Tesco and would like some form of compensation due to lack of service provision and work hours lost but I'm not sure how to go about this or what my rights are to request compensation. I've read the guide to consumer rights but am still confused. Please help!

neilmcl

What exactly are the "same excuses and advice" you've been given? If there is a genuine fault then you should be entitled for a rebate for the interrupted service but I'm unsure what other compensation you want?

BTW, complaining that you need the internet for "work" isn't going to hold sway with them if you're on a consumer broadband service.

Fosterdog

What are they saying is causing the problem? Is it ADSL broadband?

It's quite common in low speed areas for access to be exceptionally slow/impossible during peak times, I get the same thing and usually between 5pm and 7pm I really struggle to connect. Thankfully fibre is coming to my area soon which will speed it up. Right now at full speed and non peak I only get a max of 1.5mb speeds, so with peak that drops to virtually 0.

If it's something specific to your line or router they should fix it, if it is a problem with the overall line in the area then there is nothing you can do and no other ADSL provider would be able to change that or give you a better service.