How Can I Lodge a Complaint Against My Bhubaneswar Based Broadband Provider?

Prior to broaching on the unlikable issue, let me tell you beforehand that most broadband providers in Bhubaneswar (or elsewhere) do not set out to mislead or bamboozle their customers. Their only aim is to provide most satisfactory service so that the customer is happy and so stay with them. It’s the complicacy that revolves round the high-capacity transmission technique which often creates unwanted problems.   Yet broadband is one of the problems consumers complain about the most. As a matter of fact, more customers complain about broadband than landlines and pay-monthly mobile contracts combined, as per official Ofcom figures available with me.  

One of The Root Causes

Experience tells me that most disputes arise from the customer neglecting to read the small print of their contract (55% of users surveyed admit to this). Other problems stem from specific issues relating to technical support, billing or other problems connected with Terms of service within the broadband contract itself. Failing to understand broadband consumer rights and how to apply these correctly also gives rise to misunderstanding, thus creating enmity between the consumer and the broadband service provider.  

Know Your Broadband Consumers Rights and Apply Them Appropriately

In course of the current year (2019) broadband customers will get automatic compensation if they experience a set of specific issues, such as (a) If faults aren’t fixed after two days, (b) If an appointment is missed and (c) If the start of a service is unnecessarily delayed, you will get an automatic, fixed payment – only where your provider is part of the scheme. The following year (2020) will witness the Government introducing its Broadband Universal Service Obligation that will give everyone the right to a decent connection on reasonable request.   Moreover, there are a number of legal enactments you need to know about to fully comprehend your broadband consumer rights. These include The Sale of Goods and services Act; Unfair Contract Terms  Act; Distance selling regulation, as also communications Act 2013.  

Slow Broadband Speeds and Allied Issues

It may be incredible yet relevant for you to know that broadband providers all over India  are allowed to announce speeds that just 10% of their customers will actually receive? That’s due to change in May 2018, when every internet service provider (ISP) was made to be more transparent to communicate speeds that half of customers will achieve at peak time. Obviously, this gave rise to trepidations that many consumers might have signed up to broadband deals that over-promise, but under-deliver, on speed issue. Nevertheless, if you suspect your broadband is too slow, you should check the speed of your connection and contact your ISP forthwith.   Meanwhile, you may do the following as immediate precautionary measure:  

  • Conduct Broadband Speed test to find out what your actual speeds are
  • Check your contract to see what your minimum speeds should be
  • Read local as well as universal Broadband Speed Guideto know where you stand.
  • Contact your local broadband provider and ask if they can help with your slow broadband.

If , however, you find that your broadband speed is slower than the speed quoted in your contract, you have adequate grounds to lodge a complaint. The Consumer Right Act states that goods supplied must match any description given to you – regularly receiving slower speeds contradicts this.