Business broadband provider - rights?

onomatopoeia99

If you make a formal complaint the ISP has eight weeks to resolve it or they can issue a "deadlock" letter before that, and you can then go to alternate dispute resolution which the ISP bears the cost of.

Read these:

https://www.ispreview.co.uk/new/complain/official_isp_complaints_handlers.php
https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/dispute-resolution

The stuff about your IT is important because too many people start moaning about how good the free router is at wifi as if that has anything to do with providing an internet connection. Since you've established that it also fails on ethernet, that takes wifi out of the equation and it's irrelevant to your complaint (so if you make a formal one you should not mention it).

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pmduk

Make sure your next contract has a Service Level Agreement giving a guarantee of service that you are happy with. It'll cost more, but if it saves just one lost sale will pay for itself. You might also want to consider seeing if the Federation of Small Businesses have any advice for you?

jrcd92

onomatopoeia99 wrote: »

If you make a formal complaint the ISP has eight weeks to resolve it or they can issue a "deadlock" letter before that, and you can then go to alternate dispute resolution which the ISP bears the cost of.

Read these:

https://www.ispreview.co.uk/new/complain/official_isp_complaints_handlers.php
https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/dispute-resolution

The stuff about your IT is important because too many people start moaning about how good the free router is at wifi as if that has anything to do with providing an internet connection. Since you've established that it also fails on ethernet, that takes wifi out of the equation and it's irrelevant to your complaint (so if you make a formal one you should not mention it).

.

Brilliant - that's super helpful. They're a member of the OS, as has been revealed by that Ofcom page, so I've got a process to follow to make sure we get everything in writing and give them the 8 weeks to see if they can resolve it. That's exactly what I was looking for thank you!

pmduk wrote: »

Make sure your next contract has a Service Level Agreement giving a guarantee of service that you are happy with. It'll cost more, but if it saves just one lost sale will pay for itself. You might also want to consider seeing if the Federation of Small Businesses have any advice for you?

Thanks I certainly will do that next time. Once is a mistake, but then we'll learn from it and make sure it doesn't happen again!! Thank you for the help!