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All about the complaints we see: examples of case studies, decisions, jurisdiction, and guides to common complaints
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All (Case Studies)
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Billing
Contacting 111
Contracts/T&Cs
Copper withdrawal
Customer Service
Faults
Installation
Network performance
Other
Transfer
Customer wants more after getting less
28 Oct 2021
Case Studies
Business number out of action after service transfer.
Early termination fee
21 Oct 2021
Case Studies
A customer with connection issues cancelled mid-way through his contract.
Surprise service switch
14 Oct 2021
Case Studies
An unexpected call leads to unexpected change of service provider.
When in roam
7 Oct 2021
Case Studies
Network fault while a customer was overseas with a new phone.
Unpaid bill affects mortgage
30 Sep 2021
Case Studies
An unpaid amount quickly became a ‘bad debt’ affecting mortgage options.
From A to V
23 Sep 2021
Case Studies
Upgrade from ADSL to VDSL interrupts internet.
Unfair price increase?
16 Sep 2021
Case Studies
A customer was given 30 days’ notice of price increase.
Bundled deal discount
9 Sep 2021
Case Studies
A customer was missing out on a bundle deal discount. Was he eligible for backdated credits?
Shower proof phone
2 Sep 2021
Case Studies
Cost of phone repair enough to stop a customer from singing in the shower.
Fibre installation
26 Aug 2021
Case Studies
Miscommunication and false information.
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