I upgraded to FTTC in March 2015 with Vivaciti and have a line rate of 56mbit or thereabouts. The following table shows the outages I have had with speeds dropping to below 2mbit, sometimes less than 0.5mbit and I am now fed up and want to leave because they clearly don't have the capacity to cope with peak demand. I am in a 12 month contract and have asked them to leave based on the outages below and they have refused.
16-March 2015 4 hours
13 May 2015 8 hours
18 Sep 2015 8 Hours
22 Sep 2015 48 hours
14 Oct 2015 48 hours
11 Nov 2015 6 hours
I have printed out and have in PDF form support tickets logging the above. On a few occasions they have told me they will upgrade the bandwidth on "my node" but the problem seems to persist and they give the excuse of Microsoft Updates.
I notice that they have signed up to the Ofcom code of practise, http://stakeholders.ofcom.org.uk/binaries/telecoms/c... look at section 36.
I am a member of Which and am considering ponying up the £29.99 to join their legal service, but wondered if it was worth it. Not sure what to do now, all I want to do is move to Zen and terminate my contract early and they have said I am free to leave but I will have to pay my way out (contract until March 2016). Roughly £200-£250.
So they are playing like that, Right you have given them the chance to fix the issue, they have failed to do this , you aren't getting the service that you are paying for, go to their ADR ombudsman services, and raise a complaint is your next step, basically asking again that they fix their capacity issues, and refund/compensate you for those times you could not use the service, and also a reasonable amount for your time spent writing or phoning them as well as any associated expenses such as call costs and postage costs, or they release you from the remainder of the min term penalty free, don't move and don't stop the DD yet, keep all e-mails and any copies of all correspondence by post ,
If you aren't satisfied by the outcome of their ADR process you can still register it in the small claims /county court, (what you feel they owe you+ reasonable costs), So a typical claim would be for the entire contract term, if the court finds in your favour, and they don't pay, you can get those men (high court sheriffs ) to take it away , though i doubt it would ever get that far, it would be in everyones interest if they provided the service that you are paying for, or if they are unable to do that , come to some financial arrangement that you are happy with, or release you without penalty for the unused remaining months
Edited by tommy45 (Sun 15-Nov-15 18:42:08)