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Orange Broadband Users Unprotected By ISPA Code

Posted: 25th Apr, 2007 By: MarkJ
Despite Orange being a member of the UK Internet Service Providers Association (ISPA), itÂ’s emerged that broadband customers may not be fully protected by the groups code of practice. The problem appears to stem from the ISPA's inability to cope with bundled broadband packages, especially when the broadband is "free":

After a broadband outage spanning several weeks, Register reader Max took his complaint to ISPA, which passed it back to Orange, which told him that because his internet service was a "free" addition to his mobile package, his complaint would not be handled using ISPA guidelines.

An email from the firm's compliance officer Alison Carter said: "As you have a converged service with Orange, i.e. a pay monthly mobile contract and a free/discounted broadband package, your complaint will be dealt with by Orange Mobile; they will contact you as soon as possible. As Orange Mobile are not members of ISPA your complaint will not be handled using ISPA guidelines; we have informed ISPA of this."

In a statement, Orange told The Register: "Orange provides its converged customers with access to a free and independent alternative dispute resolution service via CISAS, an Ofcom approved service. Orange is also a member of ISPA and all of our customers have access to alternative dispute resolution services under Orange's Code of Practice for Consumers."

The Register reports that both Orange and the ISPA are now working to clarify the situation, yet the ISPA couldn't explain how Orange were able to be members and yet not be subjected to the groups code of practice.

Two similar providers, Virgin Media and Sky, both claim that their customers are protected by the ISPA's code. Meanwhile TalkTalk was not a member.
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