Internet faults
Providers should deliver internet services that enable you to work, study, stream or stay in touch. If you have dropouts or have no service, we can help you.
TIPS
How you can resolve an internet fault with your provider
Contact your provider as soon as possible.
Write down when issues happened and how long they lasted.
Follow any steps your provider gives you and keep notes on what you tried. This may include completing a speed test or replacing the modem.
Be available if your provider needs to send a technician.
GOOD PRACTICE
What we expect your provider to do
If you report an internet fault, your 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.
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.
Who is responsible for the fault and where it is located
What your provider agreed to do and if they did it
If you told your provider how you use the service
If the quality of the service has changed
If you’re getting the service you pay for
If your provider met its legal obligations
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Fix the service
Fix your service or get a repair timeframe.
Reduce your bill
Refund or waive charges.
Replace faulty equipment
Replace the faulty equipment they supplied.
Release you from your contract
Release you from the contract at no cost.