How to get attention to connectivity issues

We can get fobbed off too easily “My provider says they need 3 people to confirm the fault”. “You need to reset your phone (which will end your call)”.  “Take your phone to a shop to be checked”. “We’ll mail you a new router” and so on.

Tips (in order of approach)

  1. If you have some or minimal access to the internet (neighbours place or other) log a complaint on your providers website, or use their complaint phone number options. Links to “big 3” sites follow.   With Starlink the chatbot is actually pretty good and its rare the problem is a network outage for them, less so for our smaller NZ infrastructure. 

THIS GETS YOU PAST LEVEL 1 SUPPORT

IF NO JOY within a day or so then…

  1. 2. Go to the Telecommunication’s Dispute Resolution Service (TDR)

Your provider must be registered with the TDR, otherwise your option is Disputes Tribunal (see below).

THIS COSTS THE PROVIDER and gets the attention of Manager’s fairly damn quick.  In fact if you mention it in your emails to them under the complaint form, it seems to completely change their responses to being more helpful.  It’s pretty easy to fill out the form and covers a wide range of issues.  You are heading into complaint territory now.

THIS SHOULD BE AS FAR AS YOU NEED TO GO, however if the provider is not a member of the TDR OR there is money owing or loss/claim/damages unresolved you might need to move to the last option

3. Log a claim with the Dispute Resolution Service – firmly in complaint territory now.

This is an interesting one. Although there is a small cost to this service, these guys do not have to follow the law exact. They CAN make a ruling for the “greater good”.  This is generally c) For disputes about money (i.e. what is owed and/or loss or damage) OR if your provider isn’t a member of the TDR.

Most providers are pretty good at contracting out of any liability here but noting above….do not have to follow the law exact.  

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