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Telecoms

Disputes with telecoms companies

All communication providers have to belong to an Ombudsman scheme however, you cannot refer a complaint to the Ombudsman unless three months have passed since the complaint was submitted.

If you have a complaint, make sure you are complaining to the right provider. This is easy where the company provides the whole service but often you may have different contracts - one with the provider of a telephone line and another with a call/broadband supplier.

Mobile Phones

The same problem occurs with mobile phones. If you enter into a contract where a phone is provided, the whole contract is governed by the Supply of Goods and Services Act 1982 and the phone provided has to be of satisfactory quality and fit for purpose - if it has to be sent for repairs, you can ask the contract provider for a credit of the air time you could not use during that time. 

However, if you buy a phone from a shop and then enter into a contract for air time, you have two contracts - the phone will be covered by the Sale of Goods Act 1979 and the contract as stated above. If the phone goes wrong, you cannot claim any credit from the contract supplier for the time the phone cannot be used (but you may be able to claim this from the retailer).

Broadband

With broadband, you may have a contract for your land line and a contract with the call/broadband supplier. Both of these contracts will be governed by the Supply of Goods and Services Act 1982. The service will need to be provided with reasonable skill and care. If you are not getting broadband then you will need to contact the provider and ask them to rectify the fault. You should also say that you are paying under protest while the matter is resolved. If the service is suspended for a long period of time, then you should ask for a credit on your account to reflect the lack of service during that period