A consumer from Cork has expressed frustration over a two-week broadband outage that severely affected their ability to work from home. Despite multiple technician visits to resolve the issue, the consumer has struggled to obtain a refund for the disrupted service.

The consumer has been in contact with their broadband provider, receiving inconsistent information regarding the possibility of a refund. Some customer service agents promised a refund, while others stated that only a refund for the day of contact was permissible.

To address the situation, the consumer is advised to submit a formal written complaint via email or the provider's online complaints process. This written record will help clarify the complaint and any responses received.

The complaint should detail the outage dates, the impact on the consumer's work, the technician visits, and any discussions about refunds. Keeping copies of all correspondence and complaint reference numbers is crucial for potential escalation.

Broadband services in Ireland are governed by the Consumer Rights Act 2022, and complaints fall under the jurisdiction of ComReg, the independent regulator for telecommunications. If the consumer remains unsatisfied after following the provider's complaints process, they can contact ComReg for further assistance and clarification of their rights.