@sebmon243
I'm going to try and go into some detail here so apologies if this is quite a long read. Below is a summary of some of the terms and conditions you agreed to when setting up your account (the information below is abridged please see the terms and conditions link for the full breakdown) -
8.2. We may charge you, as set out in the Price Guide, for any engineer visit if:
8.2.2. entry is refused to the premises, or access cannot be gained by the engineer;
8.2.3. we agreed with you that the premises had to meet certain requirements so we could carry out the work, and it doesn't meet these requirements;
8.2.4. you report a fault, an engineer attends your premises and discovers the fault was not due to our services or equipment or, the reported fault was not present;
8.2.7. if we could have fixed the issue without sending an engineer if you'd had the ability to connect to the router with wired (Ethernet) connection; or
8.2.8. an engineer arrives at the premises to carry out the work you requested, but you no longer wish the work to be carried out.
The Ts&Cs also have a section on compensation 13. Compensation:
13.1. If you let us know you've suffered an intermittent or continuous total loss of service we'll refund a pro-rata amount of any subscription fees you have paid in respect of that period of loss of service, except where:
13.1.3. through no fault on our part, we are unable to carry out any necessary work on your premises (for example where we can't gain access to your premises, agree an appointment date or obtain all assistance or information that we require from you).
Looking at your account you contacted us early 2018, we provided you some checks to do on your connection to assist us in trying to resolve any issues you might have been having. A couple of days later you rang again to go through the same checks that were provided previously you refused to accept the possibility of charges if it was internal, or you missed the visit so the matter wasn't progressed.
This is the only time logged on your account that you've spoken to us to try and resolve any fault on your account until this thread. You connection is dropping, that's not disputed and I can see that on the connection logs on your service, but to allow us to try and fix issues like that you have to perform internal checks and you have to give us the opportunity to issue an engineer if we deem one required. Doing so you then have to agree that a charge would apply if you don't perform the internal checks, miss the appointment or fail to meet any of the conditions in section 8.
The issue you're noting about your email is logged on your account but none of your emails were archived at the time also when you raised this to us your complaint wasn't about missing emails but cashback on this thread this was marked as resolved until you created this new thread.
You've now opted to leave, and never given us an opportunity to resolve any faults you've had with your connection so you will not be provided with compensation, again please follow the complaints procedure if you disagree with this. As you've chosen to leave we can no longer progress this as a fault because of the order in place to move your service.
If you'd like us to try and fix your fault, then initially please follow the full broadband checks here, confirm we can cancel the order to move your service away while the fault is in progress; and that you agree to the possibility of an engineer charge if it's found the details in section 8 of the standard terms and conditions haven't been met. Alternatively you have the option to allow the move to your new provider to complete on the date we've both provider, and if the fault continues it will then become their responsibility to assist you in resolve the matter via their internal and line tests.
