All you need to know about complaining to telecom providers

Complaining to telecome providers

 

Telecoms and Energy – the worst sectors. Dreadful. I get asked a lot about how best to complain in these sectors. I have therefore provided the links you might need here:

 

If you have taken out a line rental, broadband or mobile contract since 23 January 2014 under new Ofcom rules you can cancel their contract penalty-free if a provider ups its monthly prices mid-term and didn’t warn you about the rise when you signed up.

All you need to know when your phone/energy bill is wrong this was about the Vodafone fiasco with their billing system and provides advice about how to complain when your bill is wrong and provides other useful links.

How to complain about broadband speeds/service interruptions

Mis-sold a contract? How to get out of it 

How to end 3 problems with your mobile ‘phone (& get your money back)– Faulty phone, network coverage, mis sold contract

All you need to know about roaming charges – tips for before you go abroad and how to complain about charges

Why you should write not ‘phone to complain effectively Telecom providers seem to make it difficult for you to email but read this post as to why it is important to write not ring.

Vodafone fined £4.6m for breaches of consumer protection laws

EEnormous bills, Ofcom fine and how to complain about incorrect bills

Plusnet gets a “minus” – and a big fine – for incorrect billing billing ex customers

It’s payback time for broken broadband – Ofcom proposals for guaranteed payback on service breaches

Tips for effective complaining

How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! for masses of advice, tips, guidance and template letters

How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Signed copies – please let me know what personalised message you would like written in the book or it will just have the signature.

 

Use ceoemail.com to find the email address of the company CEO and write to him or her particularly if the company doesn’t provide an email address for you to write to customer services!

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4 Responses to All you need to know about complaining to telecom providers

  1. Chint Gomes says:

    I am with Virgin mobile for last two decades and existent contract started in April 2015. When I noticed that my phone had no internet connection l contacted them and inform, they did not do anything, and I reported the issue to their customer services again and again and again. After about nine times, they did admit that they had not activated my data all these time (until Oct 2016) and finally I had my internet connection, I then queried as to why that it had happened and she could not give a definite answer. I contacted them again and I was told it was escalated on to a senior personnel and I would be contacted according. After a month or so nothing happened and I wrote to them again and so far nothing has happened. I now intend to write to their head of corporate governance and followed by CEO as well. As far as I am concerned that this contract is breached. Despite failing to provide my data they continue to charged me at the full contracted price. They used to be a decent company however not anymore.

    • The Complaining Cow says:

      Virgin is APPALLING! My provider for similar number of years. Go to CEO – you will get a reply from the escalation team who are as bad as the social media team and the customer services team. Awful. Threaten CISAS and go. Twice I have gone to Virgin and got the escalation team and had long drawn out correspondence and won redress and twice I gave up went to CISAS and won both times. The first time Virgin gave me another sum on top of what was awarded through CISAS, that was years ago. A couple of years ago I won but no apology from Virgin. dreadful company, it’s only the thought of changing my email address on a million websites that stop me changing provider. Big blurb about them in the book! make sure you do everything in writing and keep good records for CISAS and go for a lot. See the post and links above for help with your case and the book for more.

  2. Tom Smith says:

    I acted for a lady and her husband against Virgin. Her sister has dementia and needed her landline. But it mysteriously disappeared in 2016( at a time when Virgin contractors were working outside). They think one of the men working for the Contractor took the line but can’t prove it. They got a new line 3 months later after a nightmare of trying via phone calls et al, many lasting a long time.

    They wanted an apology and compensation. I submitted a complaint to CISAS, in detail. Virgin’s response was poorly done, unbelievable even. They denied the original line ever existed with them despite my submission containing letters from Virgin to the customer showing the Account number etc( and all dated before the new line was installed. Plus copies of bills issued by post to her months before the new line was set up…I was astounded; and even more dumbfounded when the Adjudicator( acting for CISAS), and a barrister to boot, claimed there was no evidence to show the original line existed( he was passed all my submission by the CISAS administrators); or I have to assume that all the paperwork I sent was passed to him ! What can I say? !!

    I am now of a mind to write to the Virgin chief exec, the CISAS chief exec, the barrister himself ( to convince myself he got these letters etc), and also to Ofcom complaining that the CISAS system( which I think they authorise) is very poor( the admin side was so bad , my papers went missing, additional correspondence they claim they did not receive, and a follow up email with same info, they also claimed they did not receive…

    Is it just me? I am very angry that a situation can exist and no-one seems to care..

    • The Complaining Cow says:

      They haven’t improved then. I wrote about CISAS and their poor admin in my book. Complete the procedure with all your copies and if you have the proof you can still go to court.

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