I have been with this particular ISP for about a year and in 2016 my ADSL2+ service was not ideal with sporadic interruptions of service and a number of incidents where the internet was out for a few hours. I was able to dismiss those interruptions as not frequent enough to be of consequence. Also the downsteam speed has been maintained at 9 Mbps which was satisfactory to me at the time.
At the beginning of 2017, this situation has changed and the interruptions of service have increased to the point where I was disconnected from internet as often as 8 times in 10 minutes. Additionally, the speed I am experiencing right now varies greatly from 1.6 Mbps to 7.7 Mbps. In fact, it sits about 2.5 Mbps for most of the time.
I have reported this severe change to this ADSL2+ service to technical support and I was visited by a number of technicians looking into any number of issues that could be causing it. Unfortunately, they were not able to establish the cause of these issues.
I am currently seeking compensation for the significant downgrade of the internet services provided and I was informed by the ISP they are going to calculate the amount of reimbursement based on the number of days my service was slow or suffering multiple disconnections after it is fixed. Until such day I am to pay my bills normally. What would be the best way to proceed with this situation in Australian Consumer Law?
Additional info:
The ISP I am with is the only choice as far as ASDL2+ is concerned in the area where I live. ADLS2+ is the best compromise of data and "speed" in the area (2nd option being 4G USB modem with a steep pricing model).
At the beginning of 2017, this situation has changed and the interruptions of service have increased to the point where I was disconnected from internet as often as 8 times in 10 minutes. Additionally, the speed I am experiencing right now varies greatly from 1.6 Mbps to 7.7 Mbps. In fact, it sits about 2.5 Mbps for most of the time.
I have reported this severe change to this ADSL2+ service to technical support and I was visited by a number of technicians looking into any number of issues that could be causing it. Unfortunately, they were not able to establish the cause of these issues.
I am currently seeking compensation for the significant downgrade of the internet services provided and I was informed by the ISP they are going to calculate the amount of reimbursement based on the number of days my service was slow or suffering multiple disconnections after it is fixed. Until such day I am to pay my bills normally. What would be the best way to proceed with this situation in Australian Consumer Law?
Additional info:
The ISP I am with is the only choice as far as ASDL2+ is concerned in the area where I live. ADLS2+ is the best compromise of data and "speed" in the area (2nd option being 4G USB modem with a steep pricing model).
