Mobile plans - Slow internet connection

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  • You should expect any service delivered you pay for to be up to scratch.
  • Service providers should have a plan for dealing with outages set out in their terms and conditions.
  • If you find that the service you're receiving doesn't match up to what you were sold, you should make a complaint via Resolver. It's always best to keep a log of any outages.
  • This will help you make a strong case and may help your service provider find a solution.
  • If they are unable to find a solution to the problem, you can escalate your case to the CCTS.
  • If the outages continue, your service provider may be required to refund the monthly service charges for the period in dispute and, in some cases, refund any other expenses incurred by the outages.
You should know

The Wireless Code

The Wireless Code was made by the CRTC to help make it easier for Canadian consumers to navigate the telecoms market. It applies to any mobile wireless voice and data services and sets out the rules for dealing with a number of issues relating to your contract, including cancellation fees (allowing you to cancel your contract after 2 years with no cancellation fees even if you’ve agreed a longer term), a limit on data and roaming charges, unlocked cell phones, trial periods and clear language.

PAD – Pre-Authorized Debit

If you’re paying via PAD, you’ll have some protection from unauthorized transactions. Anyone taking money via PAD has to have a reimbursement statement in their agreement, giving you the right to receive reimbursement for any unauthorized debit or debit that isn’t consistent with the PAD (for example, a payment for an incorrect amount).

Generally speaking, you’ve got 90 days from the date of the withdrawal to report an incorrect or unauthorized PAD.

CCTS – Commission for Complaints for Telecom-Television Services

The CCTS is an independent organization that handles complaints about telecoms and television services in Canada.

If the service provider you’re raising a complaint about can’t resolve the matter for you, you can escalate your case to the CCTS. If the CCTS accepts your complaint, they’ll consider your case and issue a recommendation.

Either you or the service provider can reject the recommendation if you aren’t happy with it. The CCTS will then consider your reasons for rejecting the recommendation and issue a final decision on the matter.

The final decision is binding on the service provider but not on you – meaning you can still reject it at any point. 

CRTC – Canadian Radio-television and Telecommunications 

The CRTC is the independent public authority that’s in charge of regulating and supervising Canadian telecoms and TV services. Generally speaking, the CRTC makes high level decisions about the sector.

The majority of complaints should go through the CCTS, who can make recommendations and decisions on specific cases. The CRTC will take note of broader issues and come up with new rules to promote a fairer environment for consumers.

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Helping you with Slow internet connection

Resolver covers the issue Slow Internet Connection for 8 companies and organisations: