First, disconnect the service failure from your home Wi-Fi
Write down the date and time of the issue, what is not working, and on which devices. Check the connection indicators and the operator's error message. If safe and available, compare the performance of the cable and Wi-Fi; this helps explain the problem, rather than legally prove any cause.
Do not reset all router settings to factory settings without saving the connection instructions. Such a reset may create a new malfunction. Tell the technical support the contract number, service and monitoring address, ask the number of the registered failure.
If the problem is in the account
Compare the account line with the contract, the summary of conditions and the previous period. Check the end date of the discount, additional service, device installment and international calling charges. Challenge a specific position, not the whole bill without an explanation.
Ask for the decryption of the accrual and the document on the basis of which the service is connected. If it was triggered by a click or SMS, describe what you saw and confirmed. Do not call any incomprehensible amount fraud until clarified, but do not accept the answer "the system so calculated" as a calculation.
Content of the UKE complaint
- Name, address and contract/account ID or telephone number.
- What do you dispute and for what period?
- Circumstances and evidence: requests, account photos, crash log.
- The amount of compensation or refund, if required, and an explanation of the calculation.
- The date of the contract in case of violation of the start of connection.
- Method of reply and payment details if a refund is required.
Submit a specific complaint
UKE lists written, telephone and provided electronic forms, as well as oral appeal to the protocol. For email, use the address specified in the contract; the usual sales contact is not always the channel of consideration. Keep the proof of acceptance and the text of the claim.
The filing period is 12 months; the operator has 30 days to respond. If he does not respond within the deadline, the complaint is deemed satisfied. Also keep an eye on the request for additions: an incomplete application without corrections may be left unregarded. A call about a technical malfunction and a formal complaint are not the same.
What to do with a refusal
Compare the answer to the claim and evidence. If the refusal is based on a different date or service, indicate the error. After the complaint phase, a free out-of-court procedure through UKE or a court application is possible. The UKE services do not mean an automatic payment of any amount you specify.
Prepare the contract, complaint, confirmation and reply; keep the calculation of the period of absence of service separately. Do not automatically stop all payments under the contract: the dispute over part of the bill and the obligation to pay the remaining amounts require a separate assessment. Keep tracking the crashes until the problem is really fixed.