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It's not the point if a customer is going to stay or not. If a customer in entitled to a refund, then it should be given.

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I quite agree. However the rest of my post that you didn't quote was talking about refunds not being something that customers were necessarily entitled to - but merely good customer service....

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Herein lies the problem.

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In all honesty, I wouldn't expect PN to refund for a day or even three for problems, it is the nature of the technology, but I would expect an ISP to refund for 7 continuous days of problems (because of the SLA above), as well as for prolonged but intermittent technical problems.

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Hi,

In the majority of cases if a fault has been ongoing for more than a week we will apply a refund if requested. By default we don't apply refunds for broadband faults, but we will look at each case individually.

Bear in mind we also offer free dialup for the duration of any broadband faults to mitigate both the cost and inconvenience to the customer in the case of any problems.

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What period could be considered reasonable in which the fault should be resolved?

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Good question. The simple answer is that in terms of their contractual obligations I have no idea - a court precedent would probably be required and I can't see that happening any time soon over a

Didn't want to take your post out of context, but you divided your replies to Simon.
It maked it look like they were different issues.

Hi,

I think I can sum up the feelings in this thread quite well.

The problem isn't one about offering customers free months in order to persuade them to stay, we all know that it is good customer service to try and retain a customer if they are leaving due to technical problems and because it is more economical to do than try and sign up new customers. No, the problem arises from the fact that PN have traditionally not offered refunds for technical faults (and even in cases where they should have done e.g. the

I didn't mean to imply that every short-term problem warrants a refund -- but persistent and/or continuous problems for 5 days or more, if the fault of PN or their suppliers, should qualify for an _automatic_ refund and that you could improve your corporate image no end by enshrining this into a well-publicised policy. It should not be a "goodwill exercise" but an entitlement.

I can assure you that if an outside agent cause the loss of all comms in/out of your buildings for a fortnight, you would rightly be demanding full compensation - and may rightly be insulted to have it termed a "goodwill exercise" to imply that it was not your fair and full entitlement.

Simon

And which ISPs currently provide these refunds? for lack of service/connection when BT are at fault?

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How do you choose which customers to offer this to?

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I believe it is based upon bandwidth consumption. After four years with Plusnet I was offered no free month, I was probably considered a medium/heavy user.

Obviously only more profitable customers are offered this free month, it is offered not to benefit the customer but to try and benefit Plusnet in the long run.

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And which ISPs currently provide these refunds? for lack of service/connection when BT are at fault?

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I do not know of any, but some good ISP's do offer SLA's on residential ADSL rather than a refund upon request as a 'goodwill gesture' for outages which are the fault of the ISP:

http://www.newnet.co.uk/terms/#slg