No internet and landline for days

  • 1
  • Problem
  • Updated 5 months ago
We've had had no internet and no landline since 31st December. That's so frustrating, since we were not able to contact any relatives abroad and talk to them before the new year. I called mts and they said they would only send somebody the following Thursday which makes five days without phone and internet.
In addition, my entire family has to use their own phone data since the internet is gone.
Do I have any right to complain or get any kind of compensation? I know it's not an issue on our end but theirs.
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Christina Rill

  • 70 Points
  • frustrated

Posted 5 months ago

  • 1
Photo of gordon1111

gordon1111, Champion

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Yes you do have a right to complain. Once the issue is resolved I would give BellMTS billing dept a call and they may be able to credit you the days the service was down. You can always try calling again and seeing if they have any open spots before Thursday.


Good luck!
(Edited)
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Cindy Vandale

  • 72 Points
Absolutely, I would be talking to them for a credit on your bill, especially when you are paying even more money for using your cell phone data. Good luck!
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Jeremy, Official Rep

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Hey Christina,
Sorry to hear your having such troubles.  Gordon and Cindy are both correct, you have every right to voice your concerns.  Forums such as this one are here to give you an avenue to do so when needed.  As for compensation, as mentioned, definitely give our billing department a call once the issue has been resolved.  Then they can discuss appropriate compensation for the time you were down as well as the inconvenience.  
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Clifford Lewis, Champion

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According to section 15.1 of the BellMTS service tariff you can ask for a refund for time you were out of service it its their problem

ARTICLE 15: REFUNDS IN CASES OF SERVICE PROBLEMS

15.1 MTS does not guarantee uninterrupted working of its services or equipment. Where there are omissions, interruptions, delays, errors or defects in transmission, or failures or defects in MTS’s facilities or equipment, MTS will, on request, refund that part of the customer’s fixed monthly charge (or other periodic charge) for the service, which is proportionate to the length of time the problem existed, unless the problem was caused by the negligence of the customer or by customer-provided telephone equipment connected to the local electrical supply.

As for being 5 days I would suspect that on Sunday Dec 31 and New Year's Day  Jan 1 there are not a full compliment of Field Service Techs as there would be during normal days so calls for service would back up for a few days.

 
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Justin F, Official Rep

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Good afternoon!

Our Terms & Conditions have been updated to reflect our new branding.

The following article from the Terms & Conditions, can be found at the following link:

http://about.bellmts.ca/legal/terms-conditions-service-wireless-tv-internet-service/

You will notice under section G3 titled, "Charges and Payment," article G3.4 will show you the following:

G3.4 Any credit or refund for any service unavailability or service outage is entirely at the discretion of Bell MTS.

For any additional inquiries on Bell MTS Term & Conditions, please refer to the above mentioned link.

Have a great day! :)