OUR outlines steps for customers facing unreliable mobile service

The Office of Utilities Regulation is advising mobile customers who continue to pay their bills while getting unreliable service to keep clear records and escalate the matter if their provider does not fix the problem within a reasonable period.

The guidance followed a complaint from a customer who said mobile data had been inconsistent for about a week, with service sometimes dropping altogether. The customer said they work from home and depend on their phone and data connection to earn an income.

According to the complaint, the customer had contacted the service provider several times but had only been told that the matter would be checked. The customer said the bills were being paid, but the service was not functioning as expected.

The OUR said dependable telecommunications service is now essential, particularly for people whose work relies on mobile connectivity. It noted that customers are entitled to receive the service for which they are paying.

Where faults or interruptions continue, the regulator said the service provider is responsible for investigating the complaint and dealing with the issue in a reasonable time.

Customers were urged to make note of each call or report made to the provider, including the date, the problem reported and any reference number supplied.

If the provider does not settle the matter, or if the customer is unhappy with the response, the OUR said the customer may seek its assistance. The regulator said it can review the complaint, ask for supporting details and contact the service provider where needed.