If a product or service isn't of 'merchantable quality' then consumers are entitled to a refund under the sale of goods and services act. (Retailers and service providers are legally bound to refer to this fact (i.e. "This does not affect your statutory rights") especially when they try and include 'wriggle out' clauses in the contract when you sign up)
If more people demanded a refund, as entitled, then it may help focus minds. Service providers in general tend to rely on consumer apathy....
HTH