The response and resolution promise we make for fault reports, how the times work and your rights.
These are the times we count from when your fault record is opened; response is when our team starts work, resolution is when the service is working again.
Unless your subscription contract states otherwise, these times apply to all our internet subscriptions for faults where the service is completely down or degraded to the point of being unusable. Requests about slowness, Wi-Fi coverage and settings are also recorded and followed up with the same care.
At addresses we serve over Türk Telekom infrastructure, if the fault is in the infrastructure provider’s network we pass the record to the provider and follow it up on your behalf until it is resolved. At these addresses the timing of field work depends on the infrastructure provider’s schedule; we keep you informed.
In the following cases the time does not run or falls outside the commitment; we still work with you to solve the problem:
We carry out planned work on our network at times that affect subscribers least wherever possible. We notify affected subscribers by SMS in advance and publish the work on our Announcements and Service Status pages.
Your statutory rights are reserved. Requests for refunds and discounts for periods when the service was interrupted for reasons attributable to the operator are assessed under the Regulation on Consumer Rights in the Electronic Communications Sector and your subscription contract. If you are not satisfied with the outcome, you can contact us through our Submit a Complaint form and then apply to the Information and Communication Technologies Authority.
Through “Open a Fault Report” in the customer portal (oim.worldnet.com.tr), our WhatsApp support line, or our 24/7 line 0850 308 19 99. Before opening a record, switching your modem off and back on after half a minute often solves the problem straight away.
