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  1. #1

    Question ISP Interrupted Service While I Was Working Online Professionally

    My question involves a consumer law issue in the State of: Georgia

    I just wrote up an invoice that I plan to send the ISP via mail, asking for a confirmation receipt in order to prove that they received my invoice.

    What I'm upset about is that I was in a professional meeting with the co-founder of a major company trying to procure business. His one request was that I not be flakey - right before my internet cut out... I might lose major business due to this. At minimum, I could have been working on another project at my hourly rate during the hour that I lost service. My phone is also through the ISP, so I wasn't even able to call the client to tell them what was happening - just silence from me for an hour - this made me look very unprofessional, unreliable, cost me an hour of pay, and possibly more if I lose the client due to this. Before this the client loved me. Now, not so much.

    I'm a graphic designer and web developer working from my home office, freelancing with a DBA (Doing Business As). This is what I went to college for, and the only way I earn a living.

    Instead of writing out the situation again, I'll just copy the pertinent parts - it's pretty clear what is going on. Also, I took pictures of the front, back, and license plate of the service truck to serve as record of them sending someone out (my house is in the photos) - I'm planning to include those on the invoice for posterity.

    My question is this: "Do I have any chance of receiving the 1 hour of compensation that I am asking at $85/Hr. because they interrupted me conducting business without any notice at all? I am under the impression that they must give at least SOME kind of notice for planned maintenance - but they did not. It was not an unexpected outage - it was working fine - they just wanted to change something at my house - which is something that they could have given notice for. Do I look ridiculous sending this invoice - or is it professional and legitimate? Also, am I correct in stating that they are required to compensate for service interruption? I don't want to look like an idiot."

    Here is what I'm sending (editing out personal information):

    Invoice - Interruption of Service

    • 1 Hour – Time Lost for Communication, Planning, & Production.

    At 3:00pm on 04/02/2015 I received a knock on my door from an [company name] employee stating that he was pulling a cable drop at my residence ([address]) and that my internet, phone, and cable would be interrupted for approximately 30 minutes. He was finished at 4:00pm.

    Before this, I was in an online meeting with a web developer conducting business, needed to make and receive phone calls, and needed to check email.

    As an internet service provider, you are required to give prior notice to such interruptions in service. If notice is not given, you are required to compensate for lost time and financial damages. I pay for service because I need to use it.

    The service at this residence is in the name of [name]. We have personal arrangements for him to pay for the service, with me as the primary user of said service.

    Payment can be made via check to [name] OR [name] at [address].

    Payment is expected within a timely manner. As such, payment in full is expected within 30 days of this notice, or legal action may be taken in order to procure payment.

    Standard Rate: $85/Hr. (1 Hour Minimum, Rounded Up)

    My rate has been published publicly for more than 1 year at: [public odesk profile]

    Total Amount Owed: $85.00

    Thank you so much for your time, understanding, and cooperation.
    Thanks so much for reading, and I welcome your input :)

  2. #2

    Default Re: Isp Interrupted Service Purposely While I Was Working Online Professionally

    You will most likely find, in your terms and conditions, rules that protect them. If you were purchasing a business product it might be different because they'll probably make uptime promises, but it's up to you to have a backup of some sort.

  3. #3
    Join Date
    Sep 2010
    Posts
    19,901

    Default Re: Isp Interrupted Service Purposely While I Was Working Online Professionally

    I've never seen even a business internet service that is going to provide for consequential damages for service outages. The most you'll recover is some prorated amount of your service fee.

  4. #4

    Default Re: Isp Interrupted Service Purposely While I Was Working Online Professionally

    Although whomever is lucky enough ot open your request will get a big laugh, so you have that going for your plan.

  5. #5
    Join Date
    Jul 2010
    Posts
    8,006

    Default Re: Isp Interrupted Service Purposely While I Was Working Online Professionally

    Do you not have alternate communication means, like a cell phone?

    Since you aren't the account holder, that's another reason for them not to care.

    Further, where do you get that they are required to notify you of outages? It may not have been a planned outage.

    Why were they working at the house in the first place? If this was planned, you should have made other arrangements.

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