Quote:
Originally posted by orangebird
True - and as per the t&c's you agree to by taking the service, you agree to ntl not guaranteeing a fault free service. Therefore, you're not entitled to compensation or reduced bills - although these are given discretionally in extreme circumstances.
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But NTL is compelled by law to provide a reasonable level of service. We have to allow for things to go wrong, but if service levels become atrocious, a court can decide that they have failed to provide reasonable service, as defined by trading standards legislation, and take action accordingly.
The absence of a Service Level Agreement in the T&Cs is not carte blanche for NTL to provide thoroughly unacceptable levels of service. I accept when I sign up that I am not guaranteed a certain level of uptime because I know that I still have the backing of the law if things go completely wrong.
I have no particular incident in mind here - just discussing in general terms the laws that all companies must adhere to re service quality, and which they cannot exempt themselves from by imposing terms and conditions of service.