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Suffered a Difficult Broadband Cancellation? Ofcom Wants to Know

Thursday, October 15th, 2015 (11:48 am) - Score 415

The UK telecoms regulator, Ofcom, doesn’t normally handle individual consumer complaints, but in a rare move they’ve today called upon customers of broadband, phone and pay TV operators to send in feedback if they’ve recently tried to, or succeeded in, terminating their service contract.

Ofcom claims to receive a “significant number” of complaints about the difficulties experienced by consumers when trying to exit their contracts, which is why they launched a related monitoring and enforcement programme in June (here).

The new monitoring programme followed the introduction of a harmonised migration system for fixed line broadband and phone providers (here), which was setup to simplify the task of switching providers and make it harder for losing ISPs to stop customers from leaving via dirty tactics (e.g. refusing to respond to migration requests).

In support of this work Ofcom has today put out a call for consumers to get in contact and tell them about their experiences with cancelling related contracts via a special questionnaire. None of the feedback will be published in public and they will only use the responses to inform their existing enforcement work.

Consumers can also contact Ofcom’s Consumer Contact Team on 0300 123 3333 or write to them at:

Cancellations and Terminations Programme
Ofcom Consumer Affairs
Riverside House
2A Southwark Bridge Road
London, SE1 9HA

Leave a Comment
3 Responses
  1. Avatar Captain.Cretin

    Done.

    PS Vispa suck.

  2. Avatar cyclope

    Ofcom what jokers they are , Why aren’t they investigating SP’s ISP’s about why line rental has spiralled out of control for several years bt being the worst offender £17.99 per month or £16.19 per month if you shell out for 12mths in advance (LRS) a whopping big saving of £1.80 per month
    What was the point in ofcom getting BT to reduce its prices at wholesale level ,and then failing to obligate providers to pass on those reductions in price ??? this highlights how dumb they are,

  3. Avatar alan

    Yes, I agree they are doing nothing about this spiralling line rental increase
    I was told decades ago by the then Post Office, the rental for was the upkeep of my line plant and exchange eqpt.
    Now after living here for over 40 years, I dread to think what I have paid over the years
    I dont want the phone line, but like millions of others I have to pay for it to keep my ADSL.
    I now see that most of the major ISP have even dropped the free evening and weekend call packages and now levy an additional charge on top of the line rental increase

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