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Switching headaches continue
(19-11-07) - An alarming 46 per cent of call centre operators gave the wrong advice on the LLU switching process, according to new figures.
Undercover research by BroadbandChoices.co.uk showed that despite Ofcom’s assertion that “communications providers are well placed in terms of providing accurate and reliable information to consumers,” many people are being given the wrong advice, which can have a potentially expensive outcome.
Michael Phillips, BroadbandChoices.co.uk product director, said: “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.”
Janet Farren, switched from a Virgin Media (www.virginmedia.com) ADSL connection to TalkTalk (www.talktalk.co.uk) and was given a MAC code by Virgin Media to complete the move. She passed this on to TalkTalk and everything went smoothly.
It was only when Ms Farren received a bill from Virgin Media for more than £90 that she found out that the MAC code had not been used - in line with TalkTalk’s migration process - and that Virgin Media thought her line was still active.
“However, by leaving your router open to passing strangers, anyone could download illegal content over your connection - which will only be traced back to you - or even steal your personal and financial information.”
After six months of difficulty, in a case where Ofcom says she “slipped through the net”, the issue has finally been resolved. Ms Farren said: “Ofcom gave us complete lack of clarity as to who is to blame in this matter. While I appreciate that Ofcom cannot become embroiled in individual cases, I find it incredible that two large ISPs could not agree who should take responsibility for this incident.”
Mr Phillips concluded: “As well as improving the information available on how to switch, Ofcom must offer clear advice on what action consumers should take if they find themselves in a similar situation.”
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