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Consumers Call on Broadband ISPs to Offer Useful Fault Status Reports

Monday, June 22nd, 2015 (9:00 am) - Score 250

The latest survey of 625 ISPreview.co.uk readers has revealed that 86% would like to see the national telecoms regulator, Ofcom, impose a new rule that would require both mobile and fixed line broadband ISPs to offer an informative service status page for keeping track of network and general service faults.

Sadly some providers still fail to offer a useful service status page (Three UK, EE etc.) and even many of those that do are often either slow to keep the section updated or only offer the most basic of information.

Furthermore service faults that are resolved often end up being almost immediately removed from such pages, which can result in confusion when consumers’ later attempt to see if a problem they suffered at home earlier was the result of a failure at their ISP or with their own kit. Keeping a good history log is thus a bonus.

Does your mobile, phone or broadband provider offer an online service status page?
Yes – 60.6%
Unsure – 24.6%
No – 14.7%

Should Ofcom require all major telecoms and Internet access providers to offer an informative service status page?
Yes – 86%
No – 7.6%
Maybe – 6.2%

Admittedly no ISP wants their network to be seen as unreliable, although it’s a fact of life that complex computer networks do frequently go wrong. As such if all providers were held to the same standard then the realities of modern network provision would be a lot more constructive and could help to reduce the number of repetitive fault calls to customer support lines (save money).

A constructive Service Status page should ideally inform you about roughly which areas are being impacted by a fault, what the problem is (if known) and then approximately how long it may take to resolve. As a pro-consumer rule, the more detail the better.

Meanwhile this month’s new survey asks whether or not you have ever switched your fixed line phone or broadband provider and what that experience was like? Vote Here.

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