Hi Geekzone,

I moved to a small New Zealand ISP just over 6 months ago, I like the idea on always dealing with the same people when I had trouble and they were business focused so that was prefect for me.

After having a few issues with the the service not being setup correctly the service ran perfectly for the first 2 months.

Not only that but their customer service was outstanding, so because of that I recommended them to everyone I work with.

Then after that I started to have a very unstable connection, high pings and normally getting around 50% of my sync speed as through put.

That kept going for almost 3 months until it got to the point where I could not use my connection for a three weeks.

I use this connection for working from home every evening and in the weekends doing web design work, though the connection was apparently usable during the day. No one was here to test it and every night we would be getting over 50% packet loss.

It was impossible for me to work and had to end up moving to a 3G solution until it was resolved. 

Everyday I would check it when I got home from work, I had had enough by this point and wanted to leave.

They said they wanted a month to resolve this issue and they would credit me for all the time I was unable to use my connection for.

They managed to resolve it and my connection is working better then ever, which I am very happy about.

I paid all my invoices up to date as we had agreed and was advised the credit would be on my next invoice.

When the next invoice was generated, it was generated with a late payment fee already on it and no credit for the downtime.

I contacted my ISP and heard nothing back.

I then had to chase them up for over two weeks to try and get it resolved, ringing up there support and being told I would get a call back from my account manager.

Finally I get an email saying $35 has been crediting off my account, its something but it does not cover the time period I was offline.

I then asked if I could call and discuss this over the phone, and as they know this is always my preferred method of contact.

I was told that I couldn't call and there word was final, but I just had some queries about it which they are refusing to answer.

I signed up with this Small ISP because I value strong customer service and they were very good to deal with at the start.

No I feel like I am fighting and loosing battle, not only that but I people I recommended are very frustrated. Always being ignored and not having their questions answered.

Is there anything I can do as they are not part of the TDR (Telecommunication Dispute Resolution)?

Or do I just have to bite the bullet and pay the contract break fee?

Thanks in advance for your feedback :)