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Faulty services and equipment

We can help with your complaint about services or equipment that are faulty. To resolve your complaint, we consider the law, good industry practice and fairness.

Types of complaints about faulty services and equipment

We deal with complaints about faulty services and equipment such as:

  • coverage or data transfer speeds that don’t match what was promoted or promised
  • delays fixing a fault with a service or a piece of equipment bundled with a service
  • faulty enhanced call handling features or add-on services
  • outages
  • recurring service faults
  • missed technician appointments.

What you should expect from your provider: the law and industry practice

Problems with your landline should be fixed quickly

Generally, a fault affecting a landline phone should be fixed by the end of the first full day after you report the fault. However, providers have longer to fix the fault in some circumstances, such as in some rural and regional areas or circumstances beyond the provider's control. 

Your provider should try to reduce the impact of outages 

Where practical, providers should schedule planned outages for off-peak hours, keep them as short as possible, and warn you in advance. Providers shouldn’t charge you for any period where a long or unreasonable outage meant you couldn’t use the service.

More information

For more detailed information read our guidance on Faulty services and equipment - in detail.

How we've helped other customers

Complaint
Telco C credits customers who received high bills after using a ‘pre-paid’ service
Outcome
We worked with Telco C to help it improve the information it gave customers about possible data charges
Complaint
Telco D’s advertising does not include possible costs of ‘free’ trial
Outcome
Some customers were entitled to a remedy such as ending the contract or receiving a refund
This page was last updated on
31st Aug 2021