Re: ISP cancellation

"johannes" <joh-snowspam-s@xxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:450A6F12.2E253BA0@xxxxxxxxxxxxxxxxxxxxxxxxx
I have an issue with my ISP that hasn't been resolved for over 3 weeks now.
ISPs are not guaranteeing a faultless service, but then you would expect
them do fix problems and report feedback within reasonable time. I am
unable
to access my allocated webspace and the ISP support has acknowledged this
and
say that they have "escalated the problem to the fault department".
Further
communication by email and phone has resulted in nothing, not even a
promise
to chase up the matter, only: "Yes, I can see it's in the queue".

This is clearly very frustrating, especially since there appear to be no
light at the end of the tunnel. Unfortunately they have a cancellation
charge
of £70. If I drop out, they will probably just take it off my credit card.
How can I prevent this?

If I were you, I would write recorded delivery to the ISP's corporate HQ
saying that they are in breach of their contract to you in providing a
service. Although they may not guarantee 100% availability, having a key
element of the service unavailable for three weeks is clearly failing to
provide the service. Say that if you do not hear from them in seven days on
a satisfactory resolution of the problem (you'll have to define what is
'satisfactory' - resolution of service and token compensation, perhaps) then
you will cancel the service. Then do it. They will probably debit your
card anyway but now you'll have evidence to insist on a chargeback or an
action in the small claims track of the county court.


.

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