Background
The customer signed up for a broadband and landline plan. From the outset, their experience fell below expected service standards with installation challenges, delays in activation, broadband dropouts at all times of day, various landline issues and overall dissatisfaction with the service.
The customer made numerous attempts to seek support and resolution. The provider responded with troubleshooting steps and requests for further information.
Without identifying and resolving the core issue, it remained troublesome and frustrating for the customer so they escalated the matter to TDR.
Outcome
The complaint was upheld, with TDR finding in favour of the customer.
The provider had not delivered services with reasonable care and skill, nor met its obligations under relevant consumer and industry codes. The investigation highlighted that while the provider acknowledged that a deeper technical issue might exist, it failed to take appropriate and timely action to investigate and resolve known issues.
As part of the resolution a credit was deemed appropriate compensation for the prolonged service failure. The provider agreed to supply a new modem and continue troubleshooting with the customer.
Lessons Learned
This case highlights the risks of failing to act decisively on persistent service issues, and underscores the importance of root cause resolution, effective communication, and customer-centred service delivery.