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Appalling Customer Service

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I have been trying to get intermittent internet connection sorted for nearly ten weeks, then raised a complaint at how I have been treated.  I have had an engineer out (there was no mention of a charge for this) who could find no fault, then customer services sent me a wi-fi mesh box (agreeing finally after long conversation that no charges would be made) this has worked.  I then received a bill for the engineer and the wi-fi box!  Customer services say if engineer can find no fault you are charged and the wi-fi box isn't free.  I am at my wits end what to do so I cancelled my Direct Debit as no one will listen to me

Comments

  • Peter999_2
    Peter999_2 Posts: 1,316 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    What ISP is it?   Did you record your communications with them?  (if you didn't, make sure you do in the future.  I always try and use webchat so I get a copy of the transcription).

    I wouldn't cancel your Direct Debit though, you'll end up getting late payment marks and it never seems to end well judging from comments on this forum.   Has the complaint now been resolved?  if it has, raise another complaint about the charges.
  • Browntoa
    Browntoa Posts: 49,602 Forumite
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    It's a standard charge, listed in any ISP list of charges if no faults are found .

    If the mesh fixed your connection problems that it was your issue 

    Cancellation of the direct debit was an incredibly stupid thing to do 
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  • 400ixl
    400ixl Posts: 4,482 Forumite
    1,000 Posts Third Anniversary Name Dropper
    Would be interesting to know what the symptoms were that led to an engineer being sent out.

    It doesn't sound like you had an internet issue (as in an ISP connection failure) but poor wifi performance where devices would get slow or no bandwidth to the router. Normally an ISP can see if there has been a disconnect of the router to their own network.

    They don't normally send an engineer unless they see this disconnection.

    If a mesh access point has resolved it then it is unlikely it was ever a disconnection issue.

    Some ISP's do charge for additional AP's. Often as monthly charges rather than one off purchases. You are getting additional equipment so a charge can be reasonable. Alternative would be to supply your own mesh device.

    Cancelling the direct debit is not the thing to do, it will do you more harm than them and won't change anything.
  • MattMattMattUK
    MattMattMattUK Posts: 11,127 Forumite
    10,000 Posts Fourth Anniversary Name Dropper
    edited 16 October 2024 at 8:07AM
    corky57 said:
    I have been trying to get intermittent internet connection sorted for nearly ten weeks, then raised a complaint at how I have been treated.  I have had an engineer out (there was no mention of a charge for this) who could find no fault, then customer services sent me a wi-fi mesh box (agreeing finally after long conversation that no charges would be made) this has worked.  I then received a bill for the engineer and the wi-fi box!  Customer services say if engineer can find no fault you are charged and the wi-fi box isn't free.  I am at my wits end what to do so I cancelled my Direct Debit as no one will listen to me
    Reinstate the Direct Debit before you get marked as paying late or in default if you already have late payment markers.

    There was not a line fault or a problem with the WiFi, but it was solved by a mesh network which indicates it is a distance from router/signal attenuation problem, but that is not your ISPs problem to fix, hence the charges.
  • oldernonethewiser
    oldernonethewiser Posts: 2,430 Forumite
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    edited 16 October 2024 at 8:25AM
    Any potential charges will be mentioned in the T&Cs of this unknown company.

    As others have written it appears these charges are likely to be justified.

    Definitely get that DD resinstated or things will get messy.
    Things that are differerent: draw & drawer, brought & bought, loose & lose, dose & does, payed & paid


  • iniltous
    iniltous Posts: 3,665 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    edited 16 October 2024 at 11:01AM
    You don’t say who the ISP is , but in general , reporting an issue that has nothing to do with the supplier is ( in my opinion quite correctly ) chargeable, if ( as an example ) someone reported their ‘line’ faulty , unable to make or receive calls , the engineer turns up to see an ancient dilapidated phone connected  , the tech connects their own phone and demonstrates the line is working fine , it’s the customers phone that is defective, why should the company have the expense of visiting to point out the customers own equipment is broken, they could ( should ) have tried an alternative phone themselves before ‘demanding’ a home visit .

    Intermittent problems are a grey area , and not necessarily ‘chargable’ , if no definitive customer issue ( mis- operation of the equipment or obvious customer caused issue ) is present when the  engineer turns up and everything is working as it should , then it’s a toss up between there never was an issue just the customer being incredibly ‘fussy’  , or the customer was very unlucky that this genuine, persistent, problem wasn’t occurring during the engineer visit ,  and the problem reappeared as soon as the engineer went away , which begs the question, how intermittent the problem is , something like losing internet for 5 mins a month , although annoying is not a fault that’s likely to be  to be detectable by an engineer visiting for a few minutes, and the chances are it’s not something under the control of the ISP anyway , like an faulty home electrical appliance being switch off or on , causing the broadband to drop out ( REIN/ SHINE issues ) , demanding a visit for an issue so intermittent is probably a waste of everyone’s time , especially if it’s the first resort, not the last resort.

    A WiFi backup may be supplied ( depending on the ISP ) in cases of total failure ( that you return after normal service is restored )  , but to ‘own’ that functionality is a paid for service , you can’t expect that to be free on a line that is working , in both the potential charge for reporting a non fault and providing a 4G mobile backup , it should be made clear , in the first case , the potential for charging if there isn’t a fault that the ISP is responsible for , and in the second case , that it’s mobile backup is not free , unfortunately without hearing the conversation between you and your provider, we can’t possibly know if they told you this , but you didn’t listen , or they didn’t advise you at all  ( but it has to be said , that often they read this information from a script so that there isn’t any ambiguity about what was said, part of their job is to read out this information verbatim, it’s a disciplinary offence not to , to be caught not reading it out could cost the employee their job.

    As stated , cancellation of your direct debit will simply trash your credit score , and any monies owed will still be pursued by either the ISP , or in some cases the debt sold onto a debt recovery service, who chase you in a more aggressive way .

    TBH , it seems to me that you may have an unreasonable expectation of what your £1 to £1.50 a day actually pays for .
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