Many households in the UK now have Broadband services from one of a number of Internet Service Providers. However, although Broadband has provided consumers with speed, efficiency, and value for money when it comes to Internet use, with many service providers the customer service side and complaints procedures leave something to be desired. Those making complaints with regards to their broadband services have often found that disputes take far too long to resolve, and this is an issue that is now being looked at by regulators.
Ofcom has been dealing with the ease of switching broadband providers over recent months following huge numbers of people that wished to switch Internet Service Provider but were finding the whole process very problematic and disruptive. The UK communications regulator has now put new rules and regulations in place in relation to switching providers, and this has eased the process of changing Broadband service provider with minimal disruption or inconvenience.
The next step for the communications regulator Ofcom is to look at how disputes and complaints are dealt with by Internet Service Providers, as many are taking far too long to deal with. Although consumers can take their dispute to the telecom ombudsman this can only after twelve weeks have lapsed without the dispute being resolved. Regulators state that the way that disputes are currently being dealt with by Internet Service Providers – as well as phone providers – is not good enough, considering that some people have bundle packages and are paying a lot of money for their services.
Yvan Bamping of broadband comparison site http://www.broadband-
One Ofcom official stated: 'You could be getting TV, broadband, fixed and mobile phone from one provider and paying up to £200 a month. If it takes 12 weeks to get started on a dispute, the case could be worth £600 before the file is opened.'
