Right to leave if below guaranteed speed.
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Right to leave if below guaranteed speed.
28-07-2020 3:47 PM
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This is more then 30 days Days to fix the issue from I when I first phoned. Shouldn’t the 30 days start from the first phone call? Which I have worked out to be the 4th of august.
Re: Right to leave if below guaranteed speed.
31-07-2020 3:04 PM
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Hi @Crowen_2007
Sorry to hear about issue with your broadband. I can see that fault is being dealt with on this ticket.
According to test results, there were correct speeds on 14th when line was tested after engineer visit.
Downstream Speed40.0 Mbps
Ticket was escalated to you as fault was resolved and there were correct speeds on line for several days based on RRT graph. You've responded to this ticket on 22/07/20 and clock was started after ticket was picked up by our fault agent.
I hope that answers your question. I can see that engineer appointment is booked for 3rd of August, One of our fault agents will be in touch after this visit.
Re: Right to leave if below guaranteed speed.
31-07-2020 5:31 PM
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If the engineer on the 3rd august manages to increase my speeds and they drop again within a week, does this mean that the 30 day window restarts again? I’m not being with you for 18 months with you sending an engineer out every couple of weeks just to temporarily increase my speeds.
Also I don’t feel the that you have followed the right to exit process correctly, I’ve seen a diagram of the process on the ofcom website and it shows that the 30 days starts from when the customer first reports the problem. It also says that the ISP should as soon as possible tell the customer about the 30 days. I called on the 6th July about my speeds and I wasn’t told about this until the 27th July.
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