Ofcom Unlikely To Investigate Bulldog
Posted: 21st Jul, 2006 By: MarkJ
Customers of the soon to be sold (retail userbase) Cable & Wireless owned ISP Bulldog have continued to complain about incorrect billing. Sadly Ofcom, which had previously dropped a probe into Bulldog's customer service, appears unwilling to start a second investigation:
An Ofcom spokesperson told ZDNet UK that the regulator "has continued dialogue with Bulldog management since closing [its] formal investigation into Bulldog last year" but said this was part of "regular contact with industry". He refused to give further details as the discussions "have taken place on a commercially confidential basis".
He also denied there was a "trigger point" in terms of numbers of complaints where Ofcom would reopen its investigation into Bulldog, saying: "Ofcom assesses a number of factors to determine whether or not an investigation is warranted beyond the number of complaints received on a given company".
However, the Ofcom spokesperson assured consumers that the regulator does "invite calls to our contact centre and we will look at every complaint on its merit and when we decide that something warrants investigation in more detail we will do so".
Many of Bulldog's customers reportedly feel as if support quality has gone down hill since C&W announced the sale of its customer base several weeks ago, typically the ISP denies this.
Troubled customers are instead being pointed towards CISAS and Otelo, both of which can deal with individual complaints far better than Ofcom.
http://www.arbitrators.org/cisas/index.asp
http://www.otelo.org.uk
An Ofcom spokesperson told ZDNet UK that the regulator "has continued dialogue with Bulldog management since closing [its] formal investigation into Bulldog last year" but said this was part of "regular contact with industry". He refused to give further details as the discussions "have taken place on a commercially confidential basis".
He also denied there was a "trigger point" in terms of numbers of complaints where Ofcom would reopen its investigation into Bulldog, saying: "Ofcom assesses a number of factors to determine whether or not an investigation is warranted beyond the number of complaints received on a given company".
However, the Ofcom spokesperson assured consumers that the regulator does "invite calls to our contact centre and we will look at every complaint on its merit and when we decide that something warrants investigation in more detail we will do so".
Many of Bulldog's customers reportedly feel as if support quality has gone down hill since C&W announced the sale of its customer base several weeks ago, typically the ISP denies this.
Troubled customers are instead being pointed towards CISAS and Otelo, both of which can deal with individual complaints far better than Ofcom.
http://www.arbitrators.org/cisas/index.asp
http://www.otelo.org.uk
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