{"id":6450,"date":"2014-03-31T11:58:26","date_gmt":"2014-03-31T10:58:26","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=6450"},"modified":"2015-01-05T09:48:40","modified_gmt":"2015-01-05T09:48:40","slug":"ofcom-uk-opens-investigation-unicoms-contract-terms","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2014\/03\/ofcom-uk-opens-investigation-unicoms-contract-terms.html","title":{"rendered":"UPDATE Ofcom UK Investigates Unicom’s Sales and Marketing Tactics"},"content":{"rendered":"

The UK telecoms regulator has opened an own-initiative investigation into Universal Utilities<\/a> (Unicom<\/em>) after a series of consumer complaints raised concerns about the fixed-line broadband and phone providers sales and marketing tactics in respect to their service terms and contracts.<\/p>\n

<\/p>\n

Ofcom<\/a> said that its focus would be on whether or not Unicom has complied with its obligations under General Condition 24<\/strong> (specifically 24.3 and 24.6) and General Condition 9<\/strong> (specifically 9.3 and 9.4). For reference those GC’s refer to the following rules (note: GC9 imposes a requirement on providers to offer contracts with minimum terms):<\/p>\n

General Condition 24<\/strong><\/span><\/p>\n

Mis-selling prohibition<\/strong>
\n24.3 When selling or marketing Fixed-Line Telecommunications Services, the Gaining Communications Provider must not:<\/p>\n

(a) engage in dishonest, misleading or deceptive conduct;
\n(b) engage in aggressive conduct;
\n(c) contact the Customer in an inappropriate manner; or
\n(d) engage in Slamming.<\/p>\n

Information at Point of sale<\/strong>
\n24.6 The Gaining Communications Provider must take all reasonable steps to ensure that before entering into a contract for a Fixed-Line Telecommunications Service the Customer who is transferring the line:<\/p>\n

a) is authorised to do so;
\nb) intends to enter into the contract; and
\nc) is provided with the information set out below in a clear, comprehensible, prominent and accurate manner, in paper or another Durable Medium which is available or accessible to the Customer or, where the Customer enters into the contract during a sales call, by telephone:<\/p>\n

(i) the identity of the legal entity the Customer is contracting with and its telephone, website and\/or e-mail contact details;
\n(ii) a description of the Fixed-Line Telecommunications Service requested; the key charges, including minimum contract charges, and any early termination charges, if applicable; payment terms; the existence of any termination right, termination procedures and the Customer\u2019s right to cancel at no cost from the point of sale to the completion of the Transfer Period; the arrangements for provision of the service, including the order process and, as accurately as possible, the likely date of provision of the service and any minimum period of contract.<\/p><\/blockquote>\n

It may or may not be related but over the past few years ISPreview.co.uk has received a small string of complaints about Unicom, with most surfacing around 2009-11.<\/p>\n

In most of those cases the common allegation was that Unicom\u00a0failed to\u00a0make clear that some of their broadband services came with a 3 year contract<\/strong> term\u00a0and sometimes refused to release migration codes for those who wanted to leave.<\/p>\n

Some customers also expressed strong displeasure with how Unicom\u2019s customer support department had handled their concerns.<\/p>\n

UPDATE 5th Jan 2015<\/strong><\/p>\n

It’s been pointed out to us that Unicom was also mentioned as part of a recent Parliamentary debate, raised by John Healey MP in the House of Commons on the 26th November 2014, in which Healey named Unicom as a “shameful predatory company<\/em>” (here<\/a>).<\/p>\n

Ed Vaizey, Minister for Culture and the Digital Economy, said:<\/strong><\/p>\n

“Anyone listening to the events he recounted will be shocked at the way Unicom has behaved. It seems astonishing that a telecoms company would pursue a man in his 70s, who has broken his back, for this sum of money. It should recognise that … it should waive this bill<\/em>.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

The UK telecoms regulator has opened an own-initiative investigation into Universal Utilities (Unicom) after a series of consumer complaints raised concerns about the fixed-line broadband and phone providers sales and marketing tactics in respect to their service terms and contracts.<\/p>\n","protected":false},"author":1,"featured_media":4383,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36],"class_list":["post-6450","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ofcom-regulation"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nUPDATE Ofcom UK Investigates Unicom's Sales and Marketing Tactics - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The UK telecoms regulator has opened an own-initiative investigation into Universal Utilities (Unicom) after a series of consumer complaints raised\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2014\/03\/ofcom-uk-opens-investigation-unicoms-contract-terms.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"UPDATE Ofcom UK Investigates Unicom's Sales and Marketing Tactics - 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