Ben spent more than six weeks without internet after a connection delay

The issue

Ben* applied to connect to the internet at his new house. His provider said work was needed before the service could be connected. Ben finished the work within three days but the connection was delayed for over six weeks.

During that time, Ben couldn’t work from home and his children had to visit the local library to complete their homework.

The investigation

TIO’s investigation found the provider did not update its information once the work was completed and was responsible for the delay.

The TIO also found the provider didn’t respond to emails or voicemails.

The outcome

The TIO awarded the consumer $600 compensation for the stress, inconvenience, and effort to connect to a new service.

*Name changed for privacy reasons.