VODAFONE customers are suffering from a huge outage this afternoon, leaving many unable to access the internet.
What happens if you are working from home but your broadband goes down? We explain your rights not to work.
Vodafone customers are suffering from a huge outage – but what are your rights for not working?[/caption]
Almost 140,000 reports have been made on the outage monitor Downdetector from users posting about Vodafone.
The reports started to come in shortly before 3pm, with customers blasting about their problems on social media.
One fuming customer said: “@VodafoneUK just me or have you fallen off the planet? No broadband, no website, no cell signal?”
Just because your internet is down doesn’t mean you can log off for the day.
We explain everything you need to do – and whether you can ask for compensation for the hassle from your provider.
What are my rights for not working?
Just because you don’t have internet doesn’t mean you can stop working for the day.
If you have an arrangement to work from home with your employer, the onus is on you to make sure you have an appropriate set-up.
That means that it’s on you to make sure that you have access to internet, or are able to make calls, for example.
If your internet cuts out suddenly, employees need to tell their employer and find a solution.
This could mean working from another place, like re-locating to a cafe, or to a friend, family or neighbour’s house, according to legal firm Keystone Law.
It could also mean that you have to commute to the office to carry out the rest of your working day there, or make up the time after hours.
If none of the above is possible and there are no tasks that you can do offline, you may have to take leave.
In any case, it’s best to check your contract as your obligations as an employee will vary depending on who you work for and the terms and conditions of your employment.
You can also ask your HR department for more details.
Can I claim compensation from my provider?
If you’re suffering issues with your internet, call or mobile services you may be entitled to compensation.
Broadband providers signed up to Ofcom‘s automatic compensation scheme generally offer £8 per day for broadband and home phone services that remain unresolved after the first two full days of disruption.
Additionally, they provide £25 for missed appointments or those cancelled with less than 24 hours’ notice, along with £5 for each calendar day of delay in starting a new service.
The compensation process is typically automatic.
Vodafone has a section on its website on how to complain to the network provider if you’re unhappy with your service.
It gives you steps to follow before offering you the alternative of ringing the complaints team on 0333 3040 441.
There’s also a live chat service or a form you can fill in.
If your problem is still unresolved after eight weeks, you can complain to an independent Alternative Dispute Resolution (ADR) scheme.
Vodafone is signed up to the CISAS ADR scheme.
