Broadband Problem - Consumer Act?

[sequenci]

taken from an advisers website i have access to.

Communication and Internet Services Adjudication Scheme (CISAS)

A number of phone service providers, including Telewest a belong to the Communication and Internet Services Adjudication Scheme (CISAS). The scheme is administered by the Chartered Institute of Arbitrators and covers complaints about service provision. A client must have attempted to resolve the dispute with the provider before s/he can use the scheme.

A provider belonging to the CISAS scheme agrees to be bound by decisions of an adjudicator, who may award a customer compensation of up to £5,000 (including VAT). An adjudicator can also require a provider to alter its policies or procedures.

A client wishing to use the CISAS scheme must obtain an application form from her/his service provider or from CISAS. S/he must also obtain a reference number from her/his provider before approaching CISAS.

The address of CISAS is:-
CISAS
c/o Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1 2LP

Tel: 020 7421 7444
Website: www.arbitrators.org

[Mumofthreeboys]

OK this is the letter - what do you think??

I have today received a final notice from Westcott Credit Services dated the 19th June 2006.

I am frankly shocked at your ignorance. As you are aware this account is in dispute.

The Office of Fair Trading has issued new guidelines for debt collection entitled
‘Response to Consultation Paper and Final Guidance on Unfair Business Practices’
they state that collection activity should be ceased whilst an investigation into a queried or disputed debt takes place.

The Sale and Supply of Goods to Consumers Regulations 2002 clearly states I am
covered by the consumer guarantee as follows:- ‘that any undertaking to a consumer by a person acting in the course of his business, given without extra charge, to reimburse the price paid or to replace, repair or handle consumer goods in any way if they do not meet the specifications set out in the guarantee statement or in the relevant advertising’ - you are in breach of this.

On the 22nd May 2006 I issued a letter stating this fact (if you would like another copy of the letter, please let me know). I then issued a Data Protection Request dated 9th June 2006 for all information held by Telewest about me and am assured this is being dealt with as per your letter dated 15th June 2006.

I also note from your letter that you have registered this information with credit
reference agencies. You have a responsibility in law to ensure that personal data that you hold is accurate, relevant and up to date. The fact that this matter is in dispute is both relevant and makes any entry on a credit file inaccurate.

Please recall the debt from Westcott Credit Services Limited immediately, as you are duty bound to do so and confirm the same to me in writing.

As you have not offered to reduce the bill or reimburse me compensation, I now wish to take up my complaint with Communication and Internet Services Adjudication Scheme (CISAS), of which I believe you are a member. I’m sure you are aware a provider belonging to the CISAS scheme agrees to be bound by decisions of an adjudicator, who may award a customer compensation of up to £5,000 (including VAT). An adjudicator can also require a provider to alter its policies or procedures.

A person wishing to use CISAS must first obtain a reference number from her/his
provider before approaching CISAS, would you please provide me with one as soon as possible.

I will give you 7 days to comply with my request.

Yours sincerely,

[MARTIN3030]

Well done Mum.

I am currently awaiting a Data Protection Act request from Telewest as I am challenging their illegal 10.00 late payment charge and 4.00 non dd admin fees.
I have spoken to customer services who tried to baffle me with jargon saying their charges were fair and set in conjunction with offcom............I asked them about manual intervention and they changed the subject.......she even claimed there were amendments made to the Data Protection Act.
On recieving 2 credit files I was horrified to discover Telewest had entered my payments history with experian and equifax the equifax files show status reports using a sliding scale of 1 to 6 and I have several entries of 2 meaning that some bills were only paid after 2 months.
I have e mailed Telewest about this and they replied saying they were entitled to do this even though I had not signed a contract.

I had no idea they were doing this and my account shows that in all the time since 2000 I have not defaulted with them.


Mum you probably have a case against Wescot too

1. did Telewest advise you that it was being passed to Wescot

2. You are entitled to make a 12 day request to Wescot to supply a like original copy of the agreement with Telewest under the consumer credit act.

keep us informed.

[Mumofthreeboys]

I was just reading your thread. I think they're making it up as they go along cos nobody's asked them to explain themselves before.

They did tell us they were passing it onto Westcott (I've dealt with them before - the Woolwich has passed our bank account on to them and Westcott have agreed to suspend while it's in dispute). So they can do the same with this one can't they?

Do you think the letters OK then?

[MARTIN3030]

Mum I am not an expert on this side so before I could say the letter is ok I think a peek from Bankfodder Dave or Bookworm would be a thought.

This is an interesting one as since they are not being snowballed like the banks.........they will dig their heels in deep.

Telewest appear to think that because they have merged with NTL they are a force no one can mess with !!

We shall see bout that ha ha

[Movingon]

The letter's fantastic, and from what I can see of your thread, absolutely relevant and fair.

Go gettem, Mom!

[MARTIN3030]

just been reading this

http://www.ofcom.org.uk/consult/cond...ing/statement/

Its on Ofcoms site note the directives that they ruled about billing for services actually used.

There are arbitratory measures you can use but from what I can see they vary.

For example phone services and internet services/TV services look as though they are all seperate so Its not clear if you would need to contact 1 specifically or all 3 (if its all 3 services you are unhappy with)

Before you can go to arbitration you have to have made efforts to resolve the issues with the service providers.
Looks like you have to go down the arby road before Ofcom will seriously become involved.

worth a look at Ofcom site tho.........I am quite suprised now by what I have read.

[Mumofthreeboys]

Originally Posted by Mumofthreeboys

We're back online!!!

Finally got it sorted, it did take the whole weekend tho!

Tiscali stuff arrived Saturday morning, installed it - no problem, but wouldn't go online at all.

DB spent all weekend round ours trying to get it working. In the end we went and bought a wireless router (£49.99) and it seems to be fine.

Rich44 - thanks again for all your help on this one, MOTB xx

I take that back - we are back online but only if you don't want to go on Ebay, MSN or a secure page - any idea anyone??????

[MARTIN3030]

must be something to do with settings

Firewall or cookies no doubt.
Im no comp whiz but I am sure there are here.
Try posting this in the bear garden !!

[Mumofthreeboys]

Thanks, but tried all that.

[Rich44]

Try typing this into your browser addres instead of www

66.135.208.96

Does that work?

[Mumofthreeboys]

I was soooooo hoping you would be on line tonight Rich44, but no it doesn't.

[Rich44]

Click start > Run

Type cmd hit enter

type the following at the prompt

tracert www.ebay.co.uk

You should see the ebay.co.uk resolve to the number I just gave you and then trace the route thru every step on its way to the ebay server, how far does it get?

[Mumofthreeboys]

It says:-

1 2 ms 2ms 2ms 192.168.0.1
2 * * * Request timed out

and it carries on just saying * * * request timed out