Lapis Mobile misses Mary’s problem and the modem

The issue

Mary, a victim survivor, contacted us with concerns about unreliable internet services, which had been a source of unresolved concern for many years.

She relied on a steady connection to operate security cameras at her property.

Over this time, she had been in regular contact with Lapis Mobile* trying to resolve the issue.

Lapis Mobile had previously tried to resolve it by offering Mary a credit as a goodwill gesture, but they transferred the funds into her ex-partner’s account.

Despite the credit, the internet problem persisted, and Mary’s problem got worse when technicians visiting her property to troubleshoot had no clear ID, adding to further distress and worry.

The investigation

We spoke with both Mary and Lapis Mobile and quickly arranged for a new modem to be installed at the property, replacing one that technicians found to be faulty.

The visit to the property was carefully planned with Mary.

The outcome

We explained to Mary the options available to her in the future to ensure her supply was as stable as possible.

Lapis Mobile agreed to compensate her with a cheque to recognise the poor customer service it provided her.

*Names of individuals, organisations and companies have been changed.