Broadband - slow speeds and delayed repairs

A case study in which the engineer and the provider continuously underdelivered on the expected service.

Issue

The consumer raised a fault in relation to slow broadband speeds. The provider suggested that an engineer should be sent as the speed was being recorded at less than the minimum guaranteed speed given at the point of sale.  The first engineer did not establish the problem so a further engineer appointment was made. There were several missed appointments reported which caused some inconvenience but the problem was eventually resolved and the speed was improved.

The consumer experienced some inconvenience and asked for a large goodwill payment as compensation for the issue.

The provider response

The provider acknowledges that the speed was below the minimum standard the consumer could expect to receive but when the engineer visited, they found that internal extension wiring was causing the issue.  This was disconnected by the engineer as the extensions were no longer in use which stabilised the speeds and improved the service.  The provider confirms that there were two missed appointments and that automatic compensation will be provided.

Our decision

When reviewing this complaint we found that the provider correctly escalated the matter to the engineers. We established that the disconnection of the internal wiring resolved the issue with the broadband speed and we recognised that this would ordinarily be a chargeable visit but that the provider did not pass on this charge to the consumer.

It was clear from the account notes provided that there were two missed appointments and made an award to ensure that automatic compensation was applied to the account for this.  While we note the consumer requested a large goodwill award, we determined that the problem was caused by internal wiring and not therefore the fault of the provider or an issue with the network.  On that basis we considered that the decision made by the provider not to pass the engineering charge on to the consumer to resolve the fault, was reasonable recompense for the issues experienced and we were satisfied that the complaint had handled the complaint appropriately and there were no shortfalls in customer service identified.