Legal Disclaimer: This article provides general information for educational purposes only and does not constitute legal advice. Laws vary by jurisdiction and change frequently. For advice specific to your situation, consult a licensed attorney in your area.
Technology services are essential, but providers frequently fail to deliver promised speeds, charge hidden fees, or make cancellation impossible. The Federal Trade Commission (FTC) actively monitors technology service providers for deceptive practices - understanding your rights helps you fight for better service and fair treatment.
FCC Complaints: The FCC handles complaints about internet, phone, and cable providers. Companies must respond to FCC complaints, making this an effective escalation path.
Common Technology Disputes
Internet Service Issues
- Speeds far below advertised
- Frequent outages
- Data caps not disclosed
- Hidden fees and charges
- Cancellation difficulties
- Early termination fees
Phone/Mobile Issues
- Coverage not as advertised
- Unauthorized charges (cramming)
- Contract disputes
- Device problems
- Bill confusion
- Number porting issues
Tech Support Problems
- Tech support scams
- Unnecessary repairs charged
- Data loss during repair
- Repair not completed properly
- Warranty disputes
Internet Speed Disputes
Understanding "Up To" Speeds
- "Up to" means maximum, not guaranteed
- Actual speeds vary widely
- FCC requires transparency about typical speeds
- Consistently slow speeds may be actionable
Document Speed Issues
- Use speedtest.net or similar regularly
- Test at different times of day
- Test wired, not just WiFi
- Keep log of results
- Screenshot error messages
Resolution Steps
- Contact provider with documentation
- Request technician visit
- Ask for credit if unresolved
- File FCC complaint
- Consider switching providers
Equipment Issues: Slow speeds may be caused by your modem/router, not the provider. Test with their equipment before escalating to rule out your hardware.
Billing Disputes
Common Billing Problems
- Promotional rate expired early
- Hidden fees added
- Services you didn't order
- Wrong plan billed
- Continued billing after cancellation
Fighting Billing Errors
- Review bill carefully each month
- Call billing department
- Reference original agreement
- Request written correction
- Escalate to manager if needed
Cramming (Unauthorized Charges)
- Third-party charges added without consent
- Request investigation
- Demand removal and refund
- File FCC/FTC complaint
- May be entitled to refund for past charges
Contract and Cancellation Issues
Early Termination Fees
- Review contract for ETF amount
- Often prorated over contract term
- May be waived if moving where no service
- Material service failures may justify cancellation
Cancellation Difficulties
- Document all cancellation attempts
- Send written cancellation
- Get confirmation number
- Return equipment with tracking
- Monitor for post-cancellation charges
Auto-Renewal Disputes
- Many states require renewal notice
- Check if notice was provided
- May be able to cancel renewed contract
- Document when notice was (or wasn't) given
Equipment Returns: Keep tracking numbers and photos when returning equipment. Providers frequently claim they didn't receive returned equipment and charge for it.
Mobile Phone Disputes
Coverage Issues
- Coverage maps aren't guarantees
- Document dead zones
- Request signal booster
- May justify early cancellation
Device Problems
- Warranty coverage varies
- Document defects with photos
- Know return window
- Lemon laws may apply in some states
Number Porting
- You have right to keep your number
- Old provider can't block porting
- Must be done within reasonable time
- File FCC complaint if delayed
Tech Support Scams
Red Flags
- Unsolicited calls about "problems"
- Pop-ups claiming virus infection
- Demands for remote access
- Payment by gift cards or wire
- Pressure for immediate action
If You've Been Scammed
- Disconnect from remote access
- Change passwords immediately
- Run legitimate antivirus
- Report to FTC
- Dispute credit card charges
- Monitor accounts for fraud
Legitimate Repair Disputes
- Get written estimate before repair
- Document computer condition before
- Back up data before service
- Get itemized receipt
- Request return of replaced parts
Filing Complaints
FCC Complaints
- File at fcc.gov/consumers/guides/filing-informal-complaint
- Phone, internet, cable issues
- Company must respond within 30 days
- FCC tracks patterns
FTC Complaints
- Tech support scams
- Deceptive advertising
- Cramming and unauthorized charges
- File at reportfraud.ftc.gov
State Options
- State AG consumer protection
- Public utilities commission
- BBB
- Small claims court
Arbitration Clauses: Most tech service contracts require arbitration. You may still file regulatory complaints and small claims cases despite arbitration requirements.
Resolve Your Technology Dispute
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