By: MarkJ - 25 April, 2007 (9:36 AM)
Despite
Orange being a member of the UK Internet Service Providers Association (
ISPA), it’s emerged that broadband customers may not be fully protected by the groups code of practice. The problem appears to stem from the
ISPA's inability to cope with bundled broadband packages, especially when the broadband is "free":
After a broadband outage spanning several weeks, Register reader Max took his complaint to
ISPA, which passed it back to
Orange, which told him that because his internet service was a "
free" addition to his mobile package, his complaint would not be handled using
ISPA guidelines.
An email from the firm's compliance officer Alison Carter said: "
As you have a converged service with Orange, i.e. a pay monthly mobile contract and a free/discounted broadband package, your complaint will be dealt with by Orange Mobile; they will contact you as soon as possible. As Orange Mobile are not members of ISPA your complaint will not be handled using ISPA guidelines; we have informed ISPA of this."
In a statement,
Orange told
The Register: "
Orange provides its converged customers with access to a free and independent alternative dispute resolution service via CISAS, an Ofcom approved service. Orange is also a member of ISPA and all of our customers have access to alternative dispute resolution services under Orange's Code of Practice for Consumers."
reports that both
Orange and the
ISPA are now working to clarify the situation, yet the
ISPA couldn't explain how
Orange were able to be members and yet not be subjected to the groups code of practice.
Two similar providers,
Virgin Media and Sky, both claim that their customers are protected by the
ISPA's code. Meanwhile TalkTalk was not a member.
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