According to The Institute of Customer Service, the telecoms industry is one of the worst performing sectors in terms of looking after its customers. The telecoms giants handle data on a large scale across multiple departments and locations. Inconsistencies can occur when tracking customer records and business actions and this causes problems when trying to…
New ‘text-to-switch’ plan aims to give greater control to mobile customers. Ofcom claims around 38% of those who changed mobile provider (2.5 million people) said they had experienced at least one major problem when switching. This includes contacting their current provider (11%), cancelling their service (10%), or keeping their existing number (10%). With Ofcom’s proposed…
The UK telecoms regulator, Ofcom, is so concerned about the rising cost of directory enquiry calls, it is taking steps to investigate the extent of this issue. Under the current system, operators can charge up to a maximum of £23.97 for calls of less than a minute. An Ofcom spokesperson said: “Ofcom is very concerned…
Ofcom has set out detailed plans to improve access to Openreach’s infrastructure in order to support fibre investment. This should make it cheaper and easier for other providers to connect their own fibre broadband directly to homes and offices. Designed to encourage investment in the next generation of ultrafast internet connections, as well as reducing…
BT in serious breach of Ofcom’s rules, for reducing payments to telecoms providers following delays in connecting high speed business lines. UK businesses and consumers rely on high quality, high-speed, broadband services every day. Fulfilling high speed business lines, or Ethernet services are important for underpinning the UK’s communications infrastructure. Ofcom’s investigation into Openreach found…
Ofcom propose automatic compensation pay outs for landline and broadband customers when things go wrong These proposals are part of Ofcom’s plan for changes in the quality of service provided by telecoms companies. It would mean providers paying out compensation for slow repairs, missed deadlines and appointments. Customers would be entitled to compensation in the…
Last Friday BT agreed to a legal separation of Openreach following pressure from and months of negotiation with regulator, Ofcom. In a move designed to strengthen its independence, the separation agreement will see 32,000 staff transfer to the independent company, which will have separate branding and its own board with the authority to appoint a…
Telecoms regulator, Ofcom has imposed a fine of £2.7 million on mobile operator EE after it was found to have overcharged around 40,000 of its customers. The nature of the overcharging came when customers who called the company’s 150 customer services number whilst roaming within the EU were charged as if they had called the…
The UK’s telecoms industry is among the largest in Europe, home to global operators such as BT and Vodafone. With Communications and information exports rising by £1bn in the last year, what impact will Brexit have? Ofcom is working closely with the Government to ensure it seeks the best possible deal for the UK. The…
Telecoms regulator, Ofcom, has announced it is formally notifying the legal separation of Openreach from BT, after BT failed to offer voluntary proposals that address its competition concerns. Ofcom said it was disappointed BT had not yet come forward with proposals to meet their competition concerns. Although some progress has been made, it has not…
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