Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

Faulty internet

04 July 2011

A woman contacted us about speed and drop-out issues with her wireless internet connection.

She had bought a pre-paid wireless internet device, and soon experienced periods when she could not use the service. She could also only use the device in certain areas in her house. She contacted the service provider a number of times, but the service did not get any better.

We found that the woman did not receive very good mobile coverage in her house because there were no mobile towers nearby, but she was not told this when buying the device.

The service provider agreed to refund her what she had paid for the service.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614