Dropouts and no service
You are experiencing dropouts or no service on your internet, mobile or landline services.
How you can try and resolve this with your provider
Contact your provider as soon as possible so they can fix your issue.
Keep a record of the date and time of the problems.
Your provider should record the troubleshooting steps they take, so you won’t have to repeat information.
Write down what you agreed to, such as when they said they will fix the service.
Ask your provider what other service they can give you while they are fixing the fault.
GOOD PRACTICE
What we expect your provider to do
If you have reported a dropout or no-service fault, your service provider must:
Respond quickly
Your provider should contact you, find the fault and work to fix it.
Keep records
Your provider must record what steps they take to fix the issue.
Send a technician
If they can’t fix the fault, your provider should send a technician, tell you when they’re coming and how long they’ll be there.
Offer an alternative
If your landline can’t be fixed straight away, your provider must offer you another working service.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what went wrong, what you were told and if your provider did enough to fix it.
What your provider agreed to do and if they did it
How long there was a fault and what steps your provider took to fix it
If your provider sent a technician and kept you up to date during the process
If your provider offered you another service for your landline while it was faulty
If the mobile coverage maps your provider showed you were accurate
If there have been any changes in the quality of your service and what type of internet connection you have
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Fix the fault
Send a technician to fix the problem quickly.
Reduce your bill
Reduce, or waive, ongoing charges.
Offer compensation
For landline faults, compensate you if they took too long to fix the fault or did not offer you another service.
Release you from your contract
Release you from the contract with no cost.
How we have helped others
- Faults
Richard’s family was at risk with no landline service
Richard, living in a rural, high fire risk area with no mobile coverage, relies on his landline for emergency calls. Despite having Priority Assistance, his landline has had issues for 10 years.