What to do if an Internet provider does not fulfill its obligations: recommendations

What to do if your internet provider continues to let you down

The Internet is an integral part of our lives. It allows us to communicate, work, have fun and access a wealth of information. However, in some cases, ISPs don’t always fulfill their obligations and can let their customers down.

If you are faced with the problem of inconsistency of the provided service with the declared characteristics, low speed or untimely service, do not despair. There are several actions you can take to resolve the problem and protect your rights as a consumer.

Table Of Contents

First of all, it is necessary to carefully read the contract with the provider and find out what conditions are provided in case of violation by their party. If the provider clearly does not fulfill its obligations, you can contact the appropriate support service or send a written request with a demand to fulfill the terms of the contract.

What to do if your ISP does not fulfill its obligations

If your ISP does not fulfill its obligations, there are several steps you can take to resolve the problem:

Check the connection. Make sure the problem is not related to your hardware. Reboot your router and modem, and check the connection of the wires.
Contact technical support. Find your ISP’s contact information and contact them at the phone number or email provided. Describe the problem and ask what assistance can be provided.
Write down the dates and times of the trouble. If internet connection problems occur regularly, it is important to have proof of this. Write down the dates and times of the problems so that you can provide information to your ISP later.
Check your contract and terms of service. Read your contract with your ISP and find out what services you are guaranteed and what rights you have if your ISP fails to fulfill its obligations.
Prepare a written complaint. If the problem cannot be resolved through communication with technical support, prepare a written statement in which you describe the problem in detail and demand that it be corrected.
Contact Rospotrebnadzor or supervisory authorities. If the ISP continues to fail to fulfill its obligations after your requests and statement, you can contact Rospotrebnadzor or other supervisory authorities to file a complaint and start protecting your rights.

Remember that interactions with your ISP should be mostly reasonable and reasoned. Try to be patient and persistent to find a solution to the problem.

Gather evidence of inadequate quality of service

If your ISP does not fulfill its obligations and provides insufficient quality of service, you need to collect evidence to have a basis for a claim or contacting the ISP’s support team. The following tips will help you organize to gather the information you need.

1. Make a note of the date and time when you have problems with your internet service. It is important to have an accurate record of when you have problems so that you can contact the ISP’s support team and provide them with this information in the future.

2. Keep a log of disconnections or poor internet speeds. Create a spreadsheet that notes the time and duration of each disconnection or slowdown in internet speed. This will also help you track the frequency of problems that occur.

3. Take pictures or record screenshots that show the lack of quality of service. If you are having problems with your internet, try taking a screenshot or picture of the screen where you can see the problem. It could be slow page loading speeds, constant disconnections, or other problems.

4. Record the time and duration of your conversation with the ISP’s technical support team. If you contacted the ISP’s support team to report a problem, record the time and duration of the conversation, as well as the names or identifiers of the staff you spoke with. This may be helpful in the future if you need to contact the provider with a complaint.

5. Collect screenshots of your speed test results. Download a program to conduct speed tests of your internet connection and save the results with screenshots. This will give you concrete evidence of insufficient internet speed.

6. Check your router and modem settings. Check that your router or modem settings match your ISP’s recommendations. Incorrect settings can cause connection problems or reduced internet speeds.

7. Familiarize yourself with the terms and conditions of your ISP contract. Reread your ISP contract and find information about the quality of service provided, the ISP’s responsibilities, and the procedure for dealing with problems. Knowing your rights will help you formulate your claims and demands correctly.

When collecting evidence of the ISP’s lack of service quality, keep in mind that the clarity and reliability of the data you collect will be important in resolving your problem. Gather information and record evidence in a convenient and organized manner so that you are ready for the next steps.

Familiarize yourself with the service contract

Before taking action against your internet service provider, it is important to familiarize yourself with your service contract. This document is the basis for the interaction between you and the ISP, and it outlines all of the mutual obligations of the parties.

When familiarizing yourself with the contract, pay attention to the following important points:

Read Also: How to Fix Candy Crush Saga Won't Load Issue - Troubleshooting Guide

Terms of service provision. The contract should clearly state the terms of Internet service provision, including connection speed, periodic upgrades and the term of the contract.
Duties and responsibilities of the provider. The contract should contain information about the provider’s obligations, including guarantees of the quality and reliability of the service, response times to requests and problem resolution.
Duties and responsibilities of the client. To ensure stable access to the Internet and prevent possible problems, the contract may also specify the responsibilities of the client, such as installation and configuration of equipment, compliance with the rules of operation, etc.
**It is important to familiarize yourself with the terms of termination in case you need to stop using the ISP’s services. Find out what notice you need to give and what the penalties may be.

If you have problems with your ISP, you can refer to the contract and demand that they fulfill their obligations. In case of continuing problems, you can always contact consumer protection organizations or the court.

Familiarizing yourself with the service contract will help you to better understand your rights and obligations, and to have confirmation in case of problems with your ISP.

Read Also: Funny sites for pranking friends: top 10 funny options

Contact your ISP’s customer service

If your ISP is not fulfilling its obligations and you are experiencing problems with your internet, the first thing you should do is contact your ISP’s support team. This can be a contact center or a special department that deals with solving customer problems.

In order to contact the ISP support service, you can use the following ways:

Find contact information on the provider’s official website. Usually it is located in the “Contacts” or “Support” section.
Call the support phone number listed on the website. Usually this number is unique for each provider and works round the clock.
Write to the email of the support service. In this case you need to provide your contact information and describe the problem in detail.

When contacting the support service, you need to report the problem you encountered in as much detail as possible. It is important to specify the date and time when the problem occurred, as well as describe all the steps you have already taken to solve it.

When you contact the provider’s support team, you should receive a confirmation of your call in the form of a call number or identifier. The ISP should also be sure to let you know when the problem will be resolved and what the next steps will be to fix it.

If your ISP does not respond to appeals or does not fix the problem within the established timeframe, you can proceed to the next steps, which will be described later.

Applying to Roskomnadzor and other authorities

If your Internet provider fails to fulfill its obligations to provide a stable and high-quality Internet connection, you have the right to apply to Roskomnadzor and other relevant authorities to protect your rights.

Before you file a complaint, make sure you have enough evidence of the ISP’s misconduct. You can take screenshots of error messages, record video or audio files with problems, save correspondence with the provider’s technical support and other such evidence.

When you have enough evidence, prepare a statement in which you clearly state the essence of the problem and point out the violation of consumer rights on the part of the provider. In the statement, provide the following information:

Your personal data: first name, last name, contact phone number and e-mail address.
The name of the provider with whom you are having problems and the contact details of that provider.
The dates and times you had problems with your Internet connection.
a description of the problem in detail and with all the details.
Attachment of evidence that proves that the ISP has violated consumer rights. Describe exactly what evidence you are attaching.
Indicate what measures you propose the ISP to take to remedy the situation, such as restoring the Internet connection, compensation for inconvenience, etc.

When the statement is ready, send it by e-mail or postal services to Roskomnadzor and other authorities responsible for consumer protection. Make sure that the application includes all necessary contact information so that the authorities can contact you for additional information or clarification.

The application process may take some time, as the authorities will conduct checks and contact the provider to obtain their position. However, you have the right to get a response to your application and in some cases, the authorities may order the provider to rectify the situation and compensate you for your losses.

FAQ:

What should I do if my ISP does not provide quality internet?

If your ISP does not fulfill its obligations and provides low-quality Internet, the first thing you should do is contact the ISP’s technical support and describe the problem. If the problem is not solved or the support cannot be contacted, you can write a complaint to Roskomnadzor, indicating all the facts of violation of consumer rights.

What documents do I need to collect to confirm a breach of obligations by an ISP?

To confirm the violation of obligations by the Internet provider, it is worth collecting all the documents that can help in solving the problem. These may include records of internet downtime, screenshots of speed tests, correspondence with the ISP’s technical support and other supporting documents.

What steps should I take if my ISP continually refuses to resolve the problem?

If the ISP constantly refuses to solve the problem, you can contact state control bodies (e.g. Roskomnadzor) and file a complaint against the ISP. You can also contact Rospotrebnadzor and file a complaint about a violation of consumer rights.

What sanctions can be applied to an ISP for non-fulfillment of obligations?

Various sanctions may be imposed on an ISP for failure to fulfill its obligations, including fines and sanctions from governmental authorities. The consumer is also entitled to compensation for damages caused by the ISP’s default.