If the communication is unsuccessful due to the inability or unavailability of the subscriber, the complaint will be considered void. In good faith, the Company will contact or attempt to contact the subscriber within 3 business days from the submission of the complaint, in order to arrange an appointment for on-site measurements. The subscriber is obliged to consent and aid the Company to proceed with such measurements at time periods which are similar to those of the submission of the complaint. If a complaint has been submitted, the Company maintains the right to send its own technical crew to do measurements with company equipment through the subscriber’s connection. If any subscriber does not enjoy the 80% of their normally available speed within a period of 12 hours, for 3 consecutive days, they are entitled to submit a complaint to the Company or the 80% of their minimum speed at any given moment. network maintenance or power outage, is not included in the calculation of the normally available speed.
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