Industry regulator Ofcom yesterday released an update on the ISP migration issue, exactly six months after the new rules came into force.
"Since the introduction of the enforcement programme, the number of complaints received by Ofcom about broadband migration issues has fallen by about half, from around 480 complaints per week at the start of March to around 250 complaints per week at the start of August".
What enforcement programme ?????.....no ISP has been punished since the new rules concerning the issue of MAC codes came into force yet we see posts here confirming that Orange are still not complying with OFCOM's General Condition 22.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
I know of a handful of people that have complained to Ofcom and the ISPA and Orange then handed over the MACs, Ofcom need to make an example of some of these ISP's especially Orange they have the worst reputation for either avoiding tactics of issuing MACs or issuing invalid ones.
_________________ ex Freeserve/Wanadoo/Orange Blog
We only see a small snapshot of complaints on here but recently with how the process has changed there are less problems with getting MAC's. It's getting uncommon for people to say their MAC was invalid and Orange are dealing with the complaints. If they weren't then OFCOM would have good reason to take action against them.
If they weren't then OFCOM would have good reason to take action against them.
Well, there not I think for the following reasons:
1. Many customers, often first time, are not familair with the MAC regulations when they want to request a MAC. We know this from posts on here where Orange have attempted to introduce the isuue of cancellation fees or other factors into the equation when a customer makes a request. A ploy possiblly designed at stalling and putting people off from leaving.
2. All ISPs are required to publish thier MAC process on their website as part of the regs. Orange only did so when forced by Ofcom for non-compliance. Even then, instead of publishing thier MAC process on their website in a prominent place, they have chosen to hide it away in the knowledge base where still today it falls well short of the information it should contain.
3. Those customers that are aware of the MAC regulations and experience MAC request problems will often complain to ISPA and where they do complain to OFCOM it will be through the monitoring system which is only triggered after large numbers report. Any resulting investigation will be some months down the line from original complaint, by which time the customer will have moved.
If people complained more by telephone to Ofcom then things will probably change. Although not a MAC request I did have cause to go down this route over another Orange issue. I spoke directly with one of the ofcom officers and lodged a complaint. Problem was sorted within 24 hours where previously Orange had been dragging their heals for months. Wonder why?
In my opinion an influx of genuine complaints, to ofcom by phone, re non-compliance with the MAC process will have more effect on ofcom being more pro-active in enforcing the regs than using their online monitoring service.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
