I set up an account for another property - guaranteed that the router would arrive before the broadband was switched on. It wasn't...
- I was given a £20 credit and told to drive to Argos 40 miles away and buy a router.
- After over 3 hours of driving I get back to find they told me the wrong thing, and the router wouldn't work, I needed a modem-router.
- I speak to someone on the phone to simply understand what can be done to resolve it, and all they are interested in is telling me that I am wrong; I wasn't actually promised that the router would arrive on time, and I wouldn't have been told to get a router.
- I discuss compensation for this with someone, and they begin with an offer that only just covers my outlay. I naturally expect them to offer something to cover the huge amount of time spent on the phone and driving, for their mistake. they add just £20.
- around two months later and I have still received nothing.
- in the meantime I had looked at plusnet for our home, and was told that my guaranteed minimum speed was going to be 70.6MB. So I cancelled my current provider and arranged everything for Openreach and the installation.
- the confirmation of order email comes, and states that my guaranteed minimum is actually 35MB (or thereabouts). I ring up to query this, and they confirm that is correct, so I have to cancel and sort out service with someone else.
- a month later still no refund of the initial setup costs.
With both payments I spent ages on the phone to speak to someone to find out why they hadn't paid, and was told there was just a long delay and they would be coming imminently.
Still nothing.
Between the litany of failures of guarantees - across the two accounts (the second one essentially being mis-selling) - together with this complete lack of payment of compensation and refund of money for services mis-sold, I feel this is a quite significant case?
As I understand it I must get a letter re complaint, so I can go to the ombudsmen - anyone confirm if this is right, and if this is the best route?
Many thanks
