A provider is a company that provides servicesCommunications (Internet, digital TV and others) to subscribers. If you are not satisfied with the quality of the connection, the speed, the range of services provided, or anything else, you have every right to complain about the provider.
However, calls and threats to the support service often have no effect.
How to properly draft a complaint and where to send it?
The relationship between the provider and the subscriberAre regulated by Federal Law No. 126-FZ of 7 July 2003 in the current version of 1.01.2014, the Rules for the provision of telematic communication services and the law "On the Protection of Consumer Rights" (No. 2300-1 of 7.02.1992 in the current version of 1 September 2013).
If you are not satisfied with the selected rate, speedConnection, cost or system of payment for the services of the provider, you can contact the support service for explanations, ask the consultant to help you in choosing a more acceptable tariff. Reread the contract concluded with the company that provides you the Internet. One common trick is the indication of speed. If the document says up to 40 Mbit / s, then this means the speed of 25, and 30, and 35, and 40 Mbit / s. As a rule, bona fide providers support the maximum available connection speed at your rate.
The provider does not have the right to change the amount of payment for services, without notifying subscribers. You must be informed in writing. If this does not happen, write an application to Rospotrebnadzor.
When you decide to suspend or terminateContract with the provider, you should not pay anything for it. An exception is the temporary closure of access to services, for example, if you go on a business trip or on vacation and for some time will not use the Internet. In case of temporary blocking, the provider has the right to charge you money. Usually this is a fairly small amount, which is known in advance.
If the company asks for payment of the finalDisconnection of equipment, termination of the contract, then this is the imposition of services that contradicts clause 25 of the Rules for the provision of telematic communication services. Under the same Rules (clause 29), you have the right to refuse payment. If the company still requires money from you, then this is the reason for drawing up an application to the Rospotrebnadzor.
If you have to frequently call the serviceTechnical support, when the Internet disappears, be sure to leave a request for equipment verification. Ask a consultant or an engineer to tell you the number of the application. This number should be recorded to indicate in the application. If the connection is not available regularly, and the service charge is still charged, ask neighbors or acquaintances to confirm this fact by drawing up an act of violation of the quality of communication. The act can be written in free form, but the witnesses must indicate their last name, first name, patronymic, address of registration and put a personal signature.
If the provider does not respond to such acts andThe situation remains unchanged, contact Rossvyaz with a complaint. Documents (complaint and acts) can be sent by registered mail with notification and a list of attachments. Your complaint must be considered within a month from the receipt.
About single faults in the first placeShould be reported to the support service provider. A specialist will help you identify the problem, and also solve it (if the problem is in your computer, operating system, etc.) or make up an application for engineers. In some cases, problems with the Internet are caused by force majeure (power outage to substations, hurricane, equipment damage, heavy snowfall). In this case, you have nothing left to do but accept an apology from the consultant and wait until the problem is resolved.
If the claim is rejected and not satisfied, please contact Rospotrebnadzor. In this case, you should attach a complaint in the form of an application, a contract with the provider, receipts for payment of services.