What are my rights when my broadband has stopped working?

Hannimal

I am without internet for 3rd day today as NOW TV Broadband has suddenly stopped working. I have complained to them about slow service and so on several times over the past couple of years I've been with them and they've never been helpful. Slow speeds were already affecting my ability to work from home. Now I am unable to work for 3rd day running. I am trying to find out what my rights are here. I estimate that a day of my time is worth around £160 based on my salary but it doesn't look like I have any leg to stand on to actually get compensated for that. 

I would go with a different provider but I am planning to move soon so I do not want to get a new contract.

The_Fat_Controller

You will not get any compensation from home broadband providers for loss of business or salary.
In fact, most specifically exclude business use unless they agree in writing and even then they will not compensate for loss of business.
Normal fault resolution times are around 72 hours for providers that use the Openreach networks.
You may get some (small) amount of compensation for loss of service after that time period.
Read your Terms and Conditions....

Hannimal

Not what I hoped to hear. Thank you for the advice though. I

JJ_Egan

Business accounts have service level agreements and may be worth a look when you move .

Hannimal

JJ_Egan said:

Business accounts have service level agreements and may be worth a look when you move .

Thanks - I think I need to raise this with my employer as I will likely be working from home in the long term now. Obviously there has been very little provision for this as it all started so suddenly. I hope I find my dream home soon so I can get the ball rolling. 

Croft12

If you need to get on asap and get 4/5g you might find a rolling contract for a mobile wifi router helps you out if things can't be fixed.

Hannimal

Croft12 said:

If you need to get on asap and get 4/5g you might find a rolling contract for a mobile wifi router helps you out if things can't be fixed.

Thank you - these look expensive but not as expensive as every single day of lost income due to Now TV broadband. Still not sorted

Rodders53

Business broadband will cost a lot more than domestic and you'd still need to have a fall-back (perhaps a second line with a second ISP - but that could easily fail if from the same exchange).  Mobile telephony  data - some routers allow a data sim to be fitted is a possible?  Or using a wifi hotspot from your mobile?  

Any decent employer will pay for such use as an expense (or supply a work use mobile with suitable data allowance).

Have you contacted your employer to advise them you can't work normally and for advice on what to do?

pramsay13

Can you not set up your phone as a wireless hotspot and use that?

The_Fat_Controller

TalkTalk Business Fibre is pretty cheap, haven't looked at SLAs.

https://www.talktalk.co.uk/business/product/fibre

Hannimal

pramsay13 said:

Can you not set up your phone as a wireless hotspot and use that?

That's what I'm doing but the 4G is quite slow and I don't have unlimited data. I am still without broadband