UK Broadband ISP Migrations and Tag Complaints Continue to Fall
Posted: 24th Jun, 2009 By: MarkJ
Ofcom has released its latest chart showing the complaint trends of the top six most complained about telephone and broadband ISP issues over the past 12 months to May 2009. The graph shows a clear reduction in all types of complaints, including broadband migrations and tag on line issues.
The regulator speculates that some of the reduction in complaints may be due to external factors, such as the fall in house moves resulting from the economic downturn. Where this is the case, it is possible that we would see a subsequent increase in complaints volumes as a result of an economic recovery.
ISPreview also has a new section containing detailed information and advice on the problems consumers often experience with ISPs and how to get them resolved (from ADR schemes to legal action and migration codes) - 'Broadband ISP Complaints and Advice'.
Broadband Migrations – Tag on line
Tag on Line is an issue that can occur for consumers who are buying broadband for the first time or have just moved into a new property. Consumers may be advised by their provider that there is a ‘tag on the line’ and that it will need to be removed before their order can be progressed. Tags can occur for a variety of reasons and, in the majority of cases, the new provider is best placed to investigate and fix the underlying cause of the Tag, on the consumer’s behalf and, if necessary, liaise directly with BT to have the Tag removed.
Tag on Line is an issue that can occur for consumers who are buying broadband for the first time or have just moved into a new property. Consumers may be advised by their provider that there is a ‘tag on the line’ and that it will need to be removed before their order can be progressed. Tags can occur for a variety of reasons and, in the majority of cases, the new provider is best placed to investigate and fix the underlying cause of the Tag, on the consumer’s behalf and, if necessary, liaise directly with BT to have the Tag removed.
Broadband Migrations – problems around Migration Authorisation Codes (MACs)
A MAC enables a consumer to switch from one broadband provider to another with minimal disruption to the broadband service. A MAC should be given to a consumer by their current ISP within five working days of a request. A MAC may not be required where consumers are being supplied with broadband in conjunction with their telephone service over a fully unbundled loop or via Virgin Media’s cable network.
A MAC enables a consumer to switch from one broadband provider to another with minimal disruption to the broadband service. A MAC should be given to a consumer by their current ISP within five working days of a request. A MAC may not be required where consumers are being supplied with broadband in conjunction with their telephone service over a fully unbundled loop or via Virgin Media’s cable network.
The regulator speculates that some of the reduction in complaints may be due to external factors, such as the fall in house moves resulting from the economic downturn. Where this is the case, it is possible that we would see a subsequent increase in complaints volumes as a result of an economic recovery.
ISPreview also has a new section containing detailed information and advice on the problems consumers often experience with ISPs and how to get them resolved (from ADR schemes to legal action and migration codes) - 'Broadband ISP Complaints and Advice'.
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