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[title] => Mislite da će vam HT smanjiti račune zbog jučerašnjeg pada mreže? Ništa od toga, a ako smatrate da vam je nanesena šteta - obratite se sudu
[alias] => mislite-da-ce-vam-ht-smanjiti-racune-zbog-jucerasnjeg-pada-mreze-nista-od-toga-a-ako-smatrate-da-vam-je-nanesena-steta-obratite-se-sudu
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Svima onima koji su se ponadali da će zbog jučerašnjeg problema s mrežom HT-a moći tražiti da im operater umanji telefonski račun, stiže hladan tuš.
Ispada, naime, da je kvar na mreži, koji je, prema zasad poznatim informacijama, trajao ukupno šest sati, prekratak da bi operatera obvezao na povrat novca korisnicima - osim, naravno, u situaciji u kojoj bi se pokazalo da je krivnja zbog kvara na samom operateru, no iz neslužbenih izvora doznajemo da su šanse za takav rasplet događaja minimalne, piše novac.hr.
Kako doznajemo iz HAKOM-a, prema postojećem Pravilniku o načinu i uvjetima obavljanja djelatnosti elektroničkih i komunikacijskih mreža i usluga, propisano je da operater ima obvezu povrata ili storna djela računa za neizvršenu uslugu korisnicima u slučajevima kvarova koji su trajali dulje od 24 sata.
Pravilnik također propisuje da je operater u takvim situacijama dužan s datumom izdavanja računa korisnika obavijestiti o mogućnosti umanjenja računa ili obeštećenja te mu dati rok od sedam dana za odabir, ali se ova mogućnost pritom ne odnosi na slučajeve kad je poteškoća nastala iz razloga nepokrivenosti određenog područja signalom.
Kako doznajemo od sugovornika, u situacijama u kojima bi operater izbjegao korisniku ponuditi umanjenje računa, potrošač bi operateru mogao podnijeti službeni prigovor pisanim putem, na koji bi operater morao odgovoriti u roku od 15 dana.
Ako bi potrošač bio nezadovoljan rješenjem, imao bi pravo svoj slučaj prijaviti drugostupanjskom tijelu - koje je u ovom slučaju Povjerenstvo za zaštitu potrošača pri operateru - a potom i Hakomu, ako bi i u drugom stupnju bio nezadovoljan odlukom.
Zanimljivo, u slučajevima u kojima su potrošači predali reklamaciju operateru, imaju pravo ne platiti dio računa koji osporavaju - pod uvjetom, naravno, da uredno plate nesporni dio te da su i prije toga podmirili sva dugovanja - a operater im, pak, u tom periodu nema pravo obustaviti pružanje usluge do trenutka dokad prigovor nije riješen.
Na prigovore vezane uz kvarove i nemogućnost korištenja usluga, doznajemo, u pravilu otpada oko 30 posto svih prigovora u sektoru elektroničkih komunikacija, ali nerijetko korisnici od operatera zahtijevaju storno računa i u situacijama u kojima na njega, zapravo, nemaju pravo.
Ipak, iz Hakoma poručuju da većina operatera u ovakvim situacijama korisnicima u pravilu ponudi odgovarajuću pogodnost, koja najčešće ima i veću vrijednost od pripadajućeg obeštećenja.
Dodaju također da korisnici, ako smatraju da im je zbog nemogućnosti korištenja usluge nastala neka šteta, to mogu dokazivati pred sudom jer Agencija u tim situacijama nije nadležna.
---
U 2020. telekom mreže pale osam, a lani dvanaest puta
Šesterosatni pad telefonske mreže HT-a u utorak jest najveći, ali od početka godine sličnih je padova mreža operatera bilo čak osam, doznajemo od HAKOM-a.
Operateri su prema zakonu dužni telekom-regulatoru u roku od sat vremena dojaviti kvarove te ih najkasnije sat vremena nakon otklona obavijestiti o čemu se točno radilo.
Lani je, prema HAKOM-u, bilo 12 sličnih padova. Uzrok su najčešće tehnički problemi pri nadogradnji mreža i presijecanje optičkih kabela.
Prije 12 godina Vipu je pala mobilna mreža u Zagrebu zbog problema u novoj telefonskoj centrali.
HT-u je 2015. godine pala mreža kad su je nadograđivali da bi internetske brzine podigli za deset puta.
Problema s mrežom bilo je i prije devet godina zbog građevinskih radova u Lici kad je presječen magistralni optički vod. (B. Ivezić)
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Svima onima koji su se ponadali da će zbog jučerašnjeg problema s mrežom HT-a moći tražiti da im operater umanji telefonski račun, stiže hladan tuš.
Ispada, naime, da je kvar na mreži, koji je, prema zasad poznatim informacijama, trajao ukupno šest sati, prekratak da bi operatera obvezao na povrat novca korisnicima - osim, naravno, u situaciji u kojoj bi se pokazalo da je krivnja zbog kvara na samom operateru, no iz neslužbenih izvora doznajemo da su šanse za takav rasplet događaja minimalne, piše novac.hr.
Kako doznajemo iz HAKOM-a, prema postojećem Pravilniku o načinu i uvjetima obavljanja djelatnosti elektroničkih i komunikacijskih mreža i usluga, propisano je da operater ima obvezu povrata ili storna djela računa za neizvršenu uslugu korisnicima u slučajevima kvarova koji su trajali dulje od 24 sata.
Pravilnik također propisuje da je operater u takvim situacijama dužan s datumom izdavanja računa korisnika obavijestiti o mogućnosti umanjenja računa ili obeštećenja te mu dati rok od sedam dana za odabir, ali se ova mogućnost pritom ne odnosi na slučajeve kad je poteškoća nastala iz razloga nepokrivenosti određenog područja signalom.
Kako doznajemo od sugovornika, u situacijama u kojima bi operater izbjegao korisniku ponuditi umanjenje računa, potrošač bi operateru mogao podnijeti službeni prigovor pisanim putem, na koji bi operater morao odgovoriti u roku od 15 dana.
Ako bi potrošač bio nezadovoljan rješenjem, imao bi pravo svoj slučaj prijaviti drugostupanjskom tijelu - koje je u ovom slučaju Povjerenstvo za zaštitu potrošača pri operateru - a potom i Hakomu, ako bi i u drugom stupnju bio nezadovoljan odlukom.
Zanimljivo, u slučajevima u kojima su potrošači predali reklamaciju operateru, imaju pravo ne platiti dio računa koji osporavaju - pod uvjetom, naravno, da uredno plate nesporni dio te da su i prije toga podmirili sva dugovanja - a operater im, pak, u tom periodu nema pravo obustaviti pružanje usluge do trenutka dokad prigovor nije riješen.
Na prigovore vezane uz kvarove i nemogućnost korištenja usluga, doznajemo, u pravilu otpada oko 30 posto svih prigovora u sektoru elektroničkih komunikacija, ali nerijetko korisnici od operatera zahtijevaju storno računa i u situacijama u kojima na njega, zapravo, nemaju pravo.
Ipak, iz Hakoma poručuju da većina operatera u ovakvim situacijama korisnicima u pravilu ponudi odgovarajuću pogodnost, koja najčešće ima i veću vrijednost od pripadajućeg obeštećenja.
Dodaju također da korisnici, ako smatraju da im je zbog nemogućnosti korištenja usluge nastala neka šteta, to mogu dokazivati pred sudom jer Agencija u tim situacijama nije nadležna.
---
U 2020. telekom mreže pale osam, a lani dvanaest puta
Šesterosatni pad telefonske mreže HT-a u utorak jest najveći, ali od početka godine sličnih je padova mreža operatera bilo čak osam, doznajemo od HAKOM-a.
Operateri su prema zakonu dužni telekom-regulatoru u roku od sat vremena dojaviti kvarove te ih najkasnije sat vremena nakon otklona obavijestiti o čemu se točno radilo.
Lani je, prema HAKOM-u, bilo 12 sličnih padova. Uzrok su najčešće tehnički problemi pri nadogradnji mreža i presijecanje optičkih kabela.
Prije 12 godina Vipu je pala mobilna mreža u Zagrebu zbog problema u novoj telefonskoj centrali.
HT-u je 2015. godine pala mreža kad su je nadograđivali da bi internetske brzine podigli za deset puta.
Problema s mrežom bilo je i prije devet godina zbog građevinskih radova u Lici kad je presječen magistralni optički vod. (B. Ivezić)
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16. svibanj 2024 18:00
