Home
 » ISP News » 
Sponsored

Ofcom UK Probes Mobile Operator EE Over Billing Concerns

Friday, January 29th, 2016 (10:39 am) - Score 572
ee uk logo

The UK telecoms regulator has launched a preliminary investigation to established whether or not mobile operator EE, which is imminently about to become a part of the BT Group, has once again broken its rules by failing to accurately bill their customers.

It’s fair to say that EE hasn’t yet recovered from last year’s rough ride, which began with an Ofcom fine of £1 million for shoddy customer complaints handling (here). After that followed exploding PowerBars (here), a botched email domain renewal (here) and then the regulator’s not especially complimentary update on consumer complaints (here).

In other words the last thing that EE needs right now is another snafu over customer service, but that’s exactly what could be on the horizon if Ofcom’s new investigation finds that their billing linked General Condition 11 (GC11) rule has been broken.

Ofcom Statement

Following consideration of information provided by EE in response to Ofcom’s enquiries, Ofcom has decided to open an investigation into EE’s compliance with GC 11. GC 11 places obligations upon all CPs to, amongst other things, ensure that every amount stated in the bill is accurate. GC 11.1 specifically states that:

The Communications Provider shall not render any Bill to an End-User in respect of the provision of any Public Electronic Communications Services unless every amount stated in that Bill represents and does not exceed the true extent of any such service actually provided to the End-User in question.”

Apparently Ofcom has seen evidence to suggest that between 1st July 2014 – 20th July 2015 EE may have charged some of their customers US roaming rates, albeit while calling customer services using the “150” number from within the European Economic Area (EEA).

Add to Diigo
Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
2 Responses
  1. Avatar JamesM

    Good. Bt Mobile should be next they seem to like adding random data charges. – I got a bill for £18.08 for out of bundle usage. Even though when the moth reset I still had over 15GB allowance left

    They backed down but it was a hell of a fight!

    • Avatar Andrew Garner

      I have been billed for 2.3 gb when my usage shows 300mb, they insist I am wrong but I have 3 data monitors that all give the same readings. BT have said to take no notice of them. I have been fighting for two months and call bt every 2 weeks to check usage each time spending an hour on the telephone

Comments RSS Feed

Javascript must be enabled to post (most browsers do this automatically)

Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your comment content, display name, IP, email and / or website details in our database, for as long as the post remains live.

Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.

NOTE 1: Sometimes your comment might not appear immediately due to site cache (this is cleared every few hours) or it may be caught by automated moderation / anti-spam.

NOTE 2: Comments that break our rules, spam, troll or post via known fake IP/proxy servers may be blocked or removed.
Cheapest Superfast ISPs
  • Hyperoptic £20.00 (*22.00)
    Avg. Speed 50Mbps, Unlimited
    Gift: None
  • Direct Save Telecom £22.95 (*29.95)
    Avg. Speed 35Mbps, Unlimited
    Gift: None
  • Origin Broadband £23.00
    Avg. Speed 35Mbps, Unlimited
    Gift: None
  • Vodafone £23.00
    Avg. Speed 35Mbps, Unlimited
    Gift: None
  • SSE £23.00 (*33.00)
    Avg. Speed 35Mbps, Unlimited (FUP)
    Gift: None
Prices inc. Line Rental | View All
The Top 20 Category Tags
  1. BT (2486)
  2. FTTP (2136)
  3. FTTC (1644)
  4. Building Digital UK (1589)
  5. Openreach (1400)
  6. Politics (1397)
  7. Business (1221)
  8. Statistics (1086)
  9. FTTH (1039)
  10. Mobile Broadband (1018)
  11. Fibre Optic (963)
  12. Ofcom Regulation (906)
  13. Wireless Internet (893)
  14. 4G (881)
  15. Virgin Media (849)
  16. Sky Broadband (591)
  17. EE (582)
  18. TalkTalk (571)
  19. Vodafone (506)
  20. Security (408)
Promotion
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact