Mobile broadband - Hotspot services not working

If your hotspot isn't working, you should contact your service provider. They may be able to help to identify the problem and find a resolution. If you bought the hotspot less than a year ago, it is likely that it is covered by the manufacturer's warranty, although your contract is with mobile provider and not the manufacturer (so you should contact the mobile provider to find a resolution).

Under UK consumer law, a product should be as described, fit for purpose and of reasonable quality. The liability for a faulty product is potentially up to 6 years ,although after 6 months the responsibility to prove the fault is not wear and tear becomes the responsibility of the consumer and not the seller. If a product isn't as expected, you can return it for a refund. After 30 days, the seller is allowed to offer a repair or replacement.

If you're given access to a public hotspot as part of a mobile contract and it doesn't work, you should expect your service provider to fix the problem within a reasonable length of time. If they can't, you may be entitled to leave your contract without a charge.

• If you are unhappy with your service provider’s initial response, you should contact their customer services department via Resolver. Give clear details of your case such as what happened, when, and why you are complaining.
• The company should acknowledge your case with 14 days.
• If the company doesn't respond to your issue, then you should escalate your case to the next level. Resolver will remind you when the time comes!
• Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

The Consumer Rights Act

Your rights mainly come from the Consumer Rights Act. The Consumer Rights Act sets out what you should expect from goods or services, giving you specific rights when things go wrong.

Taking things further

If the matter isn't resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. Resolver knows which one to send your case to. We'll package up your communications and all supporting documentation and send it all to the relevant ombudsman.

The ombudsman will then undertake an independent investigation of your case for free. You can still take your telephone provider to court if you don't agree with the outcome, but only use this as a last resort. You should always seek legal advice before taking a matter to court.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice.

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