Home » 

UK ISP News Archives

 » 
Sponsored Links

Call Centres Offer Poor Broadband Switching Advice

Posted: 19th Nov, 2007 By: MarkJ
Research from BroadbandChoices has revealed that 46% of call centre operators gave the wrong advice when asked how to switch to and from fully Local Loop Unbundled (LLU) broadband providers. In some cases this resulted in customers being charged by both their old and new provider.

A spokeswoman for Ofcom said: “Communications providers (both losing and gaining) are well placed in terms of providing accurate and reliable information to consumers, and it is worth pointing out that regulation includes requirements relating to the provision of such information.”:

However, Michael Phillips, product director at BroadbandChoices.co.uk explains: “As innovations in technology emerge in the broadband market, the switching process is becoming more complicated. Ofcom now cites seven different processes and needs to clarify the procedures regarding switching to ensure that customers receive accurate switching advice from ISP call centres.”

Issues surrounding the use of Migration Authorisation Codes (MAC) also proved inconsistent in the research. Phillips says: “This is ironic as MAC codes were introduced by Ofcom to ease the issues surrounding migration. Clearly we can’t rely on ISPs to inform consumers on the best process to follow when switching.”

Mrs Farren, a TalkTalk customer explained her recent experience with switching, having decided to move her broadband and telephone account from a Virgin Media ADSL connection to TalkTalk LLU. To complete the process she obtained a MAC Code from Virgin Media ADSL. Mrs Farren gave the code to TalkTalk and the migration went smoothly.

However, Mrs Farren continued to receive bills from Virgin Media ADSL, who directed the blame at TalkTalk and recommended she take it up with Ofcom. It later emerged that her account with Virgin Media ADSL had remained active because, in line with its standard practice, TalkTalk had not used the MAC Code - which had since expired, leaving Virgin Media ADSL still issuing bills.

Phillips has urged Ofcom to improve the information available on how to switch and offer clear advice on what action consumers should take if they find themselves in a similar situation. He continues:

“While the LLU MAC code system is being trialled for partial LLU connections where only the broadband is provided by an unbundled line, ISP’s are under no obligation to accept the codes and many customers have been forced to foot the ‘cease and re-provide’ cost of moving to a new provider, which currently stands at £58.75.”

Costs can rise still further where bundled phone and broadband services are switched. Unfortunately this issue has been around since Ofcom first introduced its new mandatory migration code rules at the end of last year, yet little has changed since then despite a lot of publicity surrounding it.

Ultimately unbundled broadband services are growing in popularity, due in no small part to the cheaper prices often involved. Sadly this means that the number of people experiencing problems may be set to rise again.
Search ISP News
Search ISP Listings
Search ISP Reviews
 Latest UK ISP News
 Cheapest Superfast Broadband ISPs
  • Hyperoptic £17.99
    Speed 33Mbps, Unlimited
    Gift: None
  • UtilityWarehouse £19.99
    Speed 35Mbps, Unlimited (FUP)
    Gift: None
  • NOW £23.00
    Speed 63Mbps, Unlimited
    Gift: None
  • Vodafone £24.00
    Speed 73 - 82Mbps, Unlimited
    Gift: None
  • Shell Energy £24.99
    Speed 38Mbps, Unlimited
    Gift: None
Large Availability | Compare More ISPs
 Cheapest Ultrafast Broadband ISPs
  • Gigaclear £17.00
    Speed: 200Mbps, Unlimited
    Gift: None
  • Zzoomm £19.95
    Speed: 150Mbps, Unlimited
    Gift: None
  • YouFibre £19.99
    Speed: 150Mbps, Unlimited
    Gift: None
  • Community Fibre £20.00
    Speed: 150Mbps, Unlimited
    Gift: None
  • BeFibre £21.00
    Speed: 150Mbps, Unlimited
    Gift: £25 Love2Shop Card
Large Availability | Compare More ISPs
Cheapest Superfast ISPs
  • Hyperoptic £17.99
    Speed 33Mbps, Unlimited
    Gift: None
  • UtilityWarehouse £19.99
    Speed 35Mbps, Unlimited (FUP)
    Gift: None
  • NOW £23.00
    Speed 63Mbps, Unlimited
    Gift: None
  • Vodafone £24.00
    Speed 73 - 82Mbps, Unlimited
    Gift: None
  • Shell Energy £24.99
    Speed 38Mbps, Unlimited
    Gift: None
Large Availability | View All
Cheapest Ultrafast ISPs
  • Gigaclear £17.00
    Speed: 200Mbps, Unlimited
    Gift: None
  • Zzoomm £19.95
    Speed: 150Mbps, Unlimited
    Gift: None
  • YouFibre £19.99
    Speed: 150Mbps, Unlimited
    Gift: None
  • Community Fibre £20.00
    Speed: 150Mbps, Unlimited
    Gift: None
  • BeFibre £21.00
    Speed: 150Mbps, Unlimited
    Gift: £25 Love2Shop Card
Large Availability | View All
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored Links
The Top 20 Category Tags
  1. FTTP (5378)
  2. BT (3485)
  3. Politics (2490)
  4. Openreach (2274)
  5. Business (2221)
  6. Building Digital UK (2211)
  7. FTTC (2038)
  8. Mobile Broadband (1935)
  9. Statistics (1762)
  10. 4G (1637)
  11. Virgin Media (1586)
  12. Ofcom Regulation (1438)
  13. FTTH (1379)
  14. Wireless Internet (1375)
  15. Fibre Optic (1375)
  16. 5G (1212)
  17. Vodafone (1123)
  18. EE (1108)
  19. TalkTalk (927)
  20. O2 (910)
Sponsored

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