Exclusive: The move to bundled broadband and mobile packages has thrown the role of ISPA, the internet providers' trade association, into confusion, after it emerged that most Orange broadband customers are not protected by its code of practice.
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."
ISPA's code of practice covers issues like data protection, honesty, and complaints procedures. Failure to meet the code can result in ISPs losing their accreditation.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
As mister scruff correctly points out, and this has only come to our attention today, you are not covered by the ISPA if your Orange broadband is part of a free extra with your mobile phone package...
However, you will be covered by CISAS, an independent dispute arbitrator for communications firms.
The ISPA can be as unpredictable as Orange on occasions. Sometimes they tell you they will handle your complaint and sometimes they will tell you that you have to go through the full Orange complaints procedures before they will handle your complaint. Other times they just don't bother. Speaking to ISPA directly on phone can be much the same. Sometimes who you speak to knows what their doing and other times they do not appear to have a clue, failing to understand their own code of practice and industry regulations.
Just my opinion - but I always have a lack of trust in such organisations when you find that one of their members, who you may want to complain about, is a major sponsor for one of their annual ISPA awards. Just feels like a conflict of interest.
As far the CISAS process goes. Fine, its an option but unless Orange declare that they are at deadlock with you, you have to wait 13 weeks before CISAS will investigate. Awful long time to wait in my book.
which sounds to me as if the ISPA dont know how to handle the "bundled" packages. my tip would be to go with a pure ISP - one that focuses ENTIRELY on the ISP business, and not on selling mobile phones.
convergence just doesnt work. period.
might be cheap in the short term to go bundled, but it'll cost you in support calls... its the "eggs in one basket" effect. keep your eggs separate.
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