2007
Consumer Direct Scotland, the government’s telephone and online consumer advice service, is advising people to know their rights when it comes to signing up for broadband internet services.
5th September 2007
Consumer Direct Scotland has received a large number of complaints from consumers who have signed up for broadband and been left waiting months to be connected. In the last 12 months, 736 people across Scotland have called to complain about internet facilities. Consumer Direct nationally has dealt with over 13,000 complaints about internet service providers.
Many consumers have been promised broadband connection by their service provider despite the fact that the service hasn’t been available in their area. Some of those who have then attempted to cancel their contracts have been left waiting even longer for a migration code to enable them to transfer to another service provider.
Gordon Macdonald, Consumer Direct Contact Centre Manager said:
'If you have agreed to have broadband installed, and if you haven’t agreed a specific connection date, then it has to be performed within a reasonable time. If it isn’t then you should be able to terminate the contract.'
Consumer Direct Scotland has these 5 tips to help remind you of your consumer rights:
- Beware of promotional offers and introductory rates, check the terms & conditions as cheap rates don’t last forever once the promotional or introductory offer ends.
- Don’t assume you have cancellation rights or the right to switch to another supplier, you will need to check the terms and conditions for any charges or penalties.
- Check whether the service provider is a member of a trade association or arbitration service such as CISAS or OTELO. They could help in the event a dispute arises.
- If you do have a problem DO NOT cancel your direct debit, you could be in breach of your contract.
- Finally do your research and look around, make sure you choose the package best suited to you.
For further information and advice on consumer rights and how to gain redress when things go wrong, contact Consumer Direct Scotland on 08454 04 05 06
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NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with local authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
5. Further information on Consumer Direct is available on the website, www.consumerdirect.gov.uk, with comprehensive fact sheets and helpful advice on a range of issues.
MEDIA enquiries: Jean Mackenzie: 01851 822300
