This complaint is about fibre installation delays and customer service, involving both a Retail Service Provider and Wholesale Provider. The Customer placed an order for fibre and multiple installation dates were missed without warning.
Over the course of time, the customer purchased three mobile handsets using a ‘repayment plan’ or RP. That allowed the handset to be purchased and paid off over the course of an agreed period.
A small business customer approached TDR to dispute various charges applied to their account between May 2019 to October 2021. A request had also been made to disconnect various landline numbers, but they continued to be active.
The Customer approached TDR as he had been provided notice that his plan was going to change, and he would be no longer able to receive a free streaming service subscription.
The Customer made a complaint about customer service, disputed charges and internet speed. The Provider had failed to install VDSL broadband and the customer frequently experienced slow broadband speeds.
The Customer wanted their homephone Provider to list them as a Vulnerable Customer and provide them with an alternate means of contacting 111 in the event of an emergency during a power cut.
The customer contacted TDR to assist in facilitating his request to have his neighbour’s internet fibre cable removed from its attachment to his property.