Where to complain of provider

Where to complain of provider

The provider is the company providing communication services (the Internet, digital television and others) to subscribers. If you are not happy with quality of connection, speed, a range of the provided services or something else, have full authority to complain of provider. However are ringing and threats in support desk often have no effect. How competently to make the complaint and where to direct it?


1. The relations between provider and the subscriber are regulated by Federal law No. 126-FZ of 7.07.2003 in the current version of 1.01.2014, Rules of rendering telematic communication services and the Consumer Protection Law (No. 2300-1 of 7.02.1992 in the current version of 1.09.2013).

2. If you do not accept the selected rate, connection speed, cost or the system of fee of provider, you can contact support behind explanations, ask the consultant to help you with the choice of more acceptable rate. Re-read the contract signed with the firm providing you the Internet. One of widespread tricks is the indication of speed. If in the document about 40 Mbps are written, then it means speed both 25, and 30, and 35, and 40 Mbps. As a rule, conscientious providers support the most available connection speed on your rate.

3. The provider has no right to change the sum of payment for services, without notifying subscribers. Should tell you in writing. If it did not occur, write the application in Rospotrebnadzor.

4. When you decide to suspend or terminate the contract with provider, you should not pay anything for it. An exception is temporary closure of access to services, for example, if you go to a business trip or to a holiday and for some time will not use the Internet. In case of temporary blocking the provider has the right to raise from you money. Normally it is rather insignificant sum which is known in advance.

5. If the company asks to pay final shutdown of the equipment, termination of the contract, then this imposing of services which contradicts Paragraph 25 of Rules of rendering telematic communication services. According to the same Rules (Paragraph 29), you have the right to refuse payment. If the firm all the same requires from you money, then it is an occasion of drawing up the statement in Rospotrebnadzor.

6. If you are forced to call often in technical support service when the Internet vanishes, surely leave the request for check of the equipment. Ask the consultant or the engineer to call to you the application number. This number should be written to specify in the statement. If connection is absent regularly, and the payment for service from you is all the same raised, ask neighbors or acquaintances to confirm this fact, having drawn up the statement of violation of communication quality. The act can be written in a free form, however witnesses should enter the surname, the name, a middle name, the registration address and to append the personal signature.

7. If the provider does not react to similar acts and the situation remains invariable, contact Rossvyaz with the complaint. Documents (complaint and acts) can be sent the registered mail with the notification and the inventory of attachment. Your complaint is obliged to consider within a month from the moment of receiving.

8. First of all it is necessary to report about single faults in support desk of provider. The specialist will help you to identify a problem and also to solve it (if a problem in your computer, the operating system, etc.) or will make the application for engineers. In some cases problems with the Internet are caused by force majeur circumstances (power outage on substations, the hurricane which damaged the equipment, abundant snowfall). In this case nothing remains to you how to accept apologies from the consultant and to wait for a fault repair.

9. If the claim is rejected and not satisfied, contact Rospotrebnadzor. In this case it is necessary to attach the complaint in the form of the statement, the contract with provider, receipts on fee.

Author: «MirrorInfo» Dream Team