Q: I had a contract with a local service provider for an internet service package. This service provider offered a new package claiming it had a better speed download connection. I therefore decided to purchase it.

To date, a month after signing and paying for the new contract, I am still not being provided with the promised service. I already reported the problem to the service provider and their technician came on site to sort it out. However, nothing has been done.

I would like to know if I can terminate the contract on the basis that I am not being provided with the promised service?

If I decide to terminate the contract, will I have to pay the early termination penalty fee?

A: When consumers enter a contract with a service provider, the service provided should be as agreed to in the contract of sale.

Hence, if you are not getting the promised internet speed, and if after reporting the problem to the service provider the latter did not manage to solve the issue, then legally you are entitled to cancel the contract without incurring any penalty fees.

At this point, you should make a written request to terminate the contract and may also ask for a refund of the money paid for the service you did not get.

If you do not manage to reach an amicable solution with the service provider, you may then file a complaint with the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority.