Consumer rights explained: My broadband provider won’t refund me – but their two-week outage affected my work

Q: I work from home and rely heavily on my wifi. But for the last two weeks, I’ve had wifi outages that have severely affected my ability to work. My provider sent out technicians three times to investigate the fault and it was eventually handled and fixed. I’ve asked them several times if I can have a refund for wifi for two weeks but each time I speak to an agent, they tell me something different. Some promised a refund but it hasn’t yet materialised and another said I was only allowed a refund for the day that I was speaking to him. I’ve been pushed from pillar to post and am getting fed up with arguing my case. What should I do?

Gerry, Cork

Two weeks without reliable broadband is incredibly frustrating, particularly if you work from home and depend on your internet connection every day.

As you've been dealing with your provider by phone only, your next step should be to make a formal written complaint by email or through the provider's online complaints process. This will give you a clear record of your complaint and any responses you receive.

In your complaint, outline:

When the outages occurred and how long they lasted.

The impact the loss of service had on you.

The three technician visits and when the fault was finally resolved.

Any refund that was discussed or promised by customer service.

The resolution you're seeking, such as a refund for the period your broadband service was disrupted.

Keep copies of your complaint, any replies you receive and any complaint reference numbers. It's also worth noting the dates of the technician visits and any promises made by customer service, as these may be useful if you need to escalate the matter.

Broadband, landline and mobile phone services are covered by the Consumer Rights Act 2022, but complaints about these services fall under the remit of ComReg, Ireland's independent regulator for phone, broadband and postal services. If you've completed your providers complaints process and are still unhappy with the outcome, or you're continuing to receive conflicting information about a refund, contact ComReg. They can explain your rights, provide information on the complaints process and, where appropriate, engage with the provider on your behalf. 

Moving your complaint into writing is often the best way to bring clarity to the process and ensure there is a clear record of what has happened.