This report documents our findings for the following issues raised by the customer:
The customer’s complaint is that they experienced intermittent service delivery issues.
The customer’s complaint is that the service provider misses or delays an appointment to repair service.
Summary of Findings
After analyzing the information and evidence from both parties, we determined that the service provider reasonably performed its obligations towards the customer and found no fault in its handling of the issues brought forth.
Analysis Details
Issue 1: The customer’s complaint is that they experienced intermittent service delivery issues.
The customer complains that from August to November 2023 they were not receiving incoming calls from specific phone numbers on their wireless device, which resulted in them missing important calls.
Regarding the service provider’s obligations, we reviewed the service provider’s Terms of Service and noted the following important point:
The services provided by the service provider, or any other carrier, are provided on an as-is/as-available basis and without guarantee or warranty for the performance, availability, coverage, uninterrupted use, security or operation of such services.
A review of the call notes, emails, technical notes and troubleshooting tickets confirmed that the service provider followed its internal troubleshooting policy in attempting to investigate and resolve the issue.
Specifically, between the period of August to November 2023, the customer reported the issue as ongoing, with three trouble tickets being logged on August 2nd, September 13th and October 30th.
We verified through account notes and troubleshooting tickets that, with additional investigation, the service provider was able to confirm that the issue was not related to its service, but instead was due to a technical issue with the third party making the calls to the customer.
Lastly, we reviewed email correspondence between the service provider and the third party and confirmed that the service provider took additional steps to contact the third party’s technical support team, who, after further investigation, acknowledged the issue was due to a specific line range not being manually added to their calling pattern. This issue resulted in that specific line range being unable to call the customer. The third party then proceeded to correct the issue and called the customer to inform them that the issue had been resolved.
In light of the information above and our analysis of the supporting documentation available, we determined that the service provider reasonably met its obligations pursuant to the customer’s claim of wrongdoing and that the fault lay with the third party.
Issue 2: The customer’s complaint is that the service provider misses or delays an appointment to repair service.
The customer complains that a delay in processing trouble tickets from the above-mentioned issue resulted in the unnecessary loss of incoming calls.
We reviewed the provider’s Terms of Service and verified that it met its obligations under the Wireless Code, specifically section B.2 (ii), regarding requirements to explain to prepaid customers how to contact the customer service department and how to make complaints.
We reviewed the provider’s service terms, which are also available on its website and which state that the service provider offers digital only self-service support via online help articles, a member forum and a virtual assistant.
We verified that the first trouble ticket was opened by the customer on August 2, 2023, with the complaint being that the customer was not able to receive calls from a specific third party.
We confirmed through account notes and additional troubleshooting tickets opened on September 13 and October 30, 2023, that the service provider followed its internal basic troubleshooting policy and made several requests of the customer for additional information required to proceed with troubleshooting beyond its standard process.
In addition, we further reviewed the account notes, which indicate that when the service provider found no issue with its own service, it continued to investigate with the third party on the customer’s behalf until it was determined on November 2, 2023, that the issue was due to a dialing and routing problem with the third party, which was then promptly resolved.
As a result, we find the provider met its obligations in following its internal troubleshooting policy, which resulted in the determination that the issue was caused by a third party. The issue was subsequently resolved.