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Mugaaz
RealPoor Guru
Joined: 16 Oct 2002
Posts: 3576
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 Posted: 09/14/05 - 11:30 Post subject: How responsible is an ISP for your connection stability?
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Ever since I switched service plans my connection goes down like 7-10 times day. This has already cost me in the neighborhood fo $120 this week alone because of getting disconnected from poker sites while hands are in progress. I obviously can't hold an ISP responsible for the loss and have no wish too, I understand it's an inherent risk. However, does your monthly fee entitle you to a certain level of service? I shouldn't have to pay for this p**s poor connection, has anyone ever argued with an ISP about this? Is there a minimum level of stability they are forced to provide? Or do you pay for their service "as is"?
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Jukas
Toomuchtimeonhands
Joined: 19 Mar 2003
Posts: 896
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Posted: 09/14/05 - 11:38 Post subject: Re: How responsible is an ISP for your connection stability?
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| Mugaaz wrote: | | Ever since I switched service plans my connection goes down like 7-10 times day. This has already cost me in the neighborhood fo $120 this week alone because of getting disconnected from poker sites while hands are in progress. I obviously can't hold an ISP responsible for the loss and have no wish too, I understand it's an inherent risk. However, does your monthly fee entitle you to a certain level of service? I shouldn't have to pay for this p**s poor connection, has anyone ever argued with an ISP about this? Is there a minimum level of stability they are forced to provide? Or do you pay for their service "as is"? |
You didn't specify if you were on a dial up or broadband connection. If you are on dial up you're probably shit out of luck as most ips's won't take responsability for disconnects when it can be passed off onto the quality of your analog line.
Go to their site and read their terms of service to find out exactly what they are commiting to provide. Do the basics like making sure your mail program isn't set to disconnect you after checking email and call up and talk to their tech support dept.
If all that fails, post more details or find a new ISP.
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sinrakin
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 7044
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Posted: 09/14/05 - 11:38 Post subject:
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In general, there's no requirement for them to provide any level of service. Some have informal policies where they'll rebate some part of the cost if you complain about outages a certain number of times per month. It's possible that you can get a business class service with a guaranteed Service Level Agreement, but it would cost you more per month.
Other than that your only alternative is to find another provider, or a backup provider (say, DSL to backup your cable or something).
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Mugaaz
RealPoor Guru
Joined: 16 Oct 2002
Posts: 3576
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Posted: 09/14/05 - 11:42 Post subject:
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| sinrakin wrote: | In general, there's no requirement for them to provide any level of service. Some have informal policies where they'll rebate some part of the cost if you complain about outages a certain number of times per month. It's possible that you can get a business class service with a guaranteed Service Level Agreement, but it would cost you more per month.
Other than that your only alternative is to find another provider, or a backup provider (say, DSL to backup your cable or something). |
I'll look into this.
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Occulis
RealPoor Jedi
Joined: 11 Oct 2002
Posts: 13293
Location: Moral Relativity Central
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Posted: 09/14/05 - 11:45 Post subject:
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Dial-up disconnects usually are a result of s****y phone lines. I dunno what you're running on, Mugazz, but whether it's DSL or cable your ISP can probably prove it gave "99% uptime". That allows them to have around 450 minutes per month of downtime, usually during peak hours. 
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Mugaaz
RealPoor Guru
Joined: 16 Oct 2002
Posts: 3576
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Posted: 09/14/05 - 11:52 Post subject:
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Sorry I forgot to mention I have a cable connection.
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ATM Banana
RealPoor Master of Posts
Joined: 02 Jan 2003
Posts: 8575
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Posted: 09/14/05 - 13:51 Post subject:
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up a creek.
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Nictathan
RealPoor Master of Posts
Joined: 11 Oct 2002
Posts: 5531
Location: here... where I am... not with you
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Posted: 09/14/05 - 14:38 Post subject:
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Call them up the next time it disconnects, tell them it's been this way since you got it and you want it looked into.
I had a similar problem happening a while back and turned out that at the apt I was living in at the time someone had come out, done some work, and didn't properly connect the cable connection again at their junction box. Got this fixed and all was good. May be that when it was originally hooked up it wasn't done properly at your place. Or it could be the modem as well.
I'd say you can probably just say to them that you just want it fixed, don't whine for a credit or anything as usually this isn't the best way to go about it. Do make a case that it is costing you money but don't say that you expect them to compensate you for it. Customer Service people are more likely to stick to the exact rules if you are a d**k and usually they don't give out credits for things like that because their EULA protects them. They might do something for you though if you are nice.
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Luturb
RealPoor Guru
Joined: 11 Oct 2002
Posts: 4042
Location: Livermore, California
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Posted: 09/14/05 - 16:17 Post subject:
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I was having a lot of disconnects like that for a while and then it stopped working completely (cable). Turned out that it was a broken connector on my line. YOu should call them it could be something simple like that. Don't even bother trying to get any money back IMO it's probably a waste of time.
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