Mobile broadband - Service not as expected

If you are not receiving the service you expected then you should contact your service provider to explain your issue. This will give them the chance to put things right for you. It also ensures that the company is aware of the problem so, if appropriate, they can deal with the problem to stop it from happening to others.

You should expect any services you pay for to be as described and fit for purpose.

If they aren't, you should expect any problems to be rectified or for the service to be cancelled for a full refund.

If your service provider isn't able to fix any problems in a reasonable length of time and the service is being provided under contract, you should expect to be allowed to leave your contract without a penalty.

• If you are unhappy with your service provider’s initial response, you should contact their customer services department via Resolver. Give clear details of your case such as what happened, when, and why you are complaining.
• The company should acknowledge your case with 14 days.
• If the company doesn't respond to your issue, then you should escalate your case to the next level. Resolver will remind you when the time comes!
• Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

The Consumer Rights Act

Your rights mainly come from the Consumer Rights Act. The Consumer Rights Act sets out what you should expect from goods or services, giving you specific rights when things go wrong.

Taking things further

If the matter isn't resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. Resolver knows which one to send your case to. We'll package up your communications and all supporting documentation and send it all to the relevant ombudsman.

The ombudsman will then undertake an independent investigation of your case for free. You can still take your telephone provider to court if you don't agree with the outcome, but only use this as a last resort. You should always seek legal advice before taking a matter to court.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice.

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