Life Smart Consumer

Monday 22 September 2014

Ask Siobhan

I'm paying for a broadband service that won't work

Siobhan Howe

Published 24/04/2014 | 02:30

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At its height, Megaupload accounted for an estimated 4% of all internet traffic
At its height, Megaupload accounted for an estimated 4% of all internet traffic

Q. I have a TV, broadband and phone bundle with a provider, which is costing me €83 a month. I was having so much trouble recently with my wi-fi signal that the company sent out an engineer who gave us a new modem. Now the signal is even worse and anything that requires internet doesn't work at all.

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I am in a contract with this provider so I want to know what my rights are because I am paying for a something that I am not getting.

A. When you sign up for a service, you are covered by consumer legislation, which provides you with rights if things go wrong.

Firstly, review the contract that you have with your provider to see what is included in the terms and conditions.

It may detail exactly what they are agreeing to provide and your options in a situation such as this. Explain to the provider that you are not receiving the service they agreed to offer and for which you paid.

When dealing with the provider, ensure that you are speaking to someone who has the authority to put things right, such as the manager. If you look for a solution and are still unhappy with the result then put your complaint in writing. The National Consumer Agency has templates you can use at www.consumerhelp.ie.

If you cannot resolve the issue directly with your provider, you may wish to bring your complaint to the attention of the industry regulator, which in this case is the Commission for Communications Regulation (comreg.ie).

Siobhán Howe works with the National Consumer Agency. showe@independent.ie

Irish Independent

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