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Author Topic: Compensation from ISPs for downtime on internet access links?  (Read 690 times)

chenks

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #15 on: March 29, 2020, 01:36:35 PM »

The existing scheme is fine. Absolutely not to compensation for inconvenience / whatever. Get a business grade service with robust SLAs if you need that, don't bump up the price for the rest of us out of the box.

the ofcom scheme is not about SLAs, it's about making sure customers don't end up paying for a service when they are not getting it.
it would take quite a high level of ignorance to say that a cusomter shouldn't get compenstated automatically for non-delivery of service.
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chenks

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #16 on: March 29, 2020, 01:37:13 PM »

Personally I regard compulsory compensation schemes simply as insurance policies that I may not want or need, but that I am forced to pay for.

you'd be wrong in your opiniont then. but it takes all sorts i suppose.
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CarlT

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #17 on: March 29, 2020, 04:20:20 PM »

the ofcom scheme is not about SLAs, it's about making sure customers don't end up paying for a service when they are not getting it.
it would take quite a high level of ignorance to say that a cusomter shouldn't get compenstated automatically for non-delivery of service.

Err I said the existing scheme was fine and that business-type SLAs would be more appropriate if expecting compensation for inconvenience.

It would take quite a high level of ignorance to respond argumentatively to a post by disagreeing with things that weren't actually said as you hadn't read it properly.
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Weaver

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #18 on: March 29, 2020, 06:03:22 PM »

I do think ISPs need to reclaim costs for things that are not their fault though, as I said earlier. What do you think?
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ejs

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #19 on: March 29, 2020, 06:34:42 PM »

I think Openreach do pay ISPs for things like missed appointments and delayed repairs.
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Alex Atkin UK

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #20 on: March 29, 2020, 07:48:07 PM »

I do think ISPs need to reclaim costs for things that are not their fault though, as I said earlier. What do you think?

Absolutely, but the end user shouldn't suffer for it.  ISP refunds customer for lack of service, ISP claims compensation from whoever was at fault for the lack of service.

Obviously its more tricky for partial loss of service vs total, because you have to draw the line somewhere between what is acceptable for residential and what extra (eg SLA) you are getting for a business-grade service.
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Chrysalis

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #21 on: March 31, 2020, 12:22:27 PM »

ofcom have encouraged bargain basement service from openreach, for that reason an sla from them is unreasonable
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Chrysalis

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #22 on: March 31, 2020, 12:25:25 PM »

the ofcom scheme is not about SLAs, it's about making sure customers don't end up paying for a service when they are not getting it.
it would take quite a high level of ignorance to say that a cusomter shouldn't get compenstated automatically for non-delivery of service.
thats similar to an sla though?
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chenks

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #23 on: March 31, 2020, 12:45:21 PM »

no, an SLA is a published and agreed process for maintaining a certain level of service.
the automatic compensation scheme is simply to compensate cusomter automatically for downtime. it doesn't stipulate how long it should take for anything to get fixed.
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ejs

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #24 on: March 31, 2020, 07:19:31 PM »

it doesn't stipulate how long it should take for anything to get fixed.

Yes it does. It says 2 full working days. If it takes longer, then you get the compensation for the delayed repair, because the repair took longer than it should have. It's not automatic compensation for all downtime, it's automatic compensation for repairs that take longer than they should have taken.
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Alex Atkin UK

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #25 on: March 31, 2020, 08:21:33 PM »

Yes it does. It says 2 full working days. If it takes longer, then you get the compensation for the delayed repair, because the repair took longer than it should have. It's not automatic compensation for all downtime, it's automatic compensation for repairs that take longer than they should have taken.

Its not compensation though, its a refund for lost service.

An SLA will usually involve an actual priority on getting things fixed and potentially real compensation for lost business, etc.
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ejs

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #26 on: March 31, 2020, 08:32:20 PM »

Why isn't it compensation? How can it be a refund, who pays £8 per day?

Again, the compensation isn't for the lost service. It's for it not being fixed as quickly as it should have been.
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Chrysalis

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #27 on: March 31, 2020, 09:07:06 PM »

no, an SLA is a published and agreed process for maintaining a certain level of service.
the automatic compensation scheme is simply to compensate cusomter automatically for downtime. it doesn't stipulate how long it should take for anything to get fixed.

To me though, a automatic compensation for downtime, is akin to an uptime SLA.

Who pays for this compensation? if its the CP's no problem from me but as stated by Carl they would likely up their prices so ultimately customers pay for it, but I dont think it should be openreach as they are heavily cost controlled by ofcom, to a level that encourages the practices we have now.
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chenks

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #28 on: March 31, 2020, 09:22:40 PM »

Its not compensation though, its a refund for lost service.

An SLA will usually involve an actual priority on getting things fixed and potentially real compensation for lost business, etc.

of course it's compenstation. it's not a pro-rata refund.
use your head before saying something!

it's not an SLA, it's an automatic compensation scheme.
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Alex Atkin UK

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Re: Compensation from ISPs for downtime on internet access links?
« Reply #29 on: March 31, 2020, 09:35:13 PM »

of course it's compenstation. it's not a pro-rata refund.
use your head before saying something!

it's not an SLA, it's an automatic compensation scheme.

Sorry, I misunderstood how it works.
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