OUR advises internet users to document repeated Wi-Fi outages and file formal complaints

The Office of Utilities Regulation is urging internet customers dealing with prolonged Wi-Fi problems to document every report made to their provider and consider filing a formal complaint if the issue remains unresolved.

In guidance shared through its consumer advice platform, the regulator responded to a customer who said internet service had been unstable for the past three months despite regular bill payments. The customer said the connection repeatedly drops in and out, creating serious problems at home, especially for a child preparing for examinations and completing assignments that require online research.

According to the complaint, the customer contacted the internet company several times, visited its office and sent numerous emails, but had still not received a solution.

The OUR said the service described appears likely to fall below the standard a paying customer should reasonably expect. It said internet providers are expected to deliver a service that is reasonably reliable and consistent, and that lengthy disruptions, particularly after repeated reports, should be dealt with quickly.

The regulator also noted that customers in Jamaica's telecoms market are not without choices if their present provider is no longer meeting their needs.

As a first step, the OUR advised the customer to keep a full record of all dealings with the provider, including the dates complaints were made, copies of emails sent and any replies received. It also said customers should raise the issue of a rebate, since some providers may offer compensation where outages continue over an extended period.

If the matter still is not settled, the OUR said a formal complaint can be made to the agency, which can then investigate and engage the service provider on how the issue may be resolved.

Customers can submit complaints to [email protected] or call 876-968-6053.