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back to article Ofcom vows to smooth out ISP complaint complaints

Pissed-off punters can now benefit from what communications watchdog Ofcom has described as "an improved experience" when complaining about mobiles, landlines and broadband. The regulator said it has held a major review of its Alternative Dispute Resolution (ADR) services, which act as middlemen between internet providers and …

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  1. Refugee from Windows
    Thumb Down

    Simplify responses

    Slow broadband - it did say up to, they never specified a minimum, so tough luck.

    Unlimited - in our dictionary it means "up to we think is too much", no without actual limits.

    I am sure there are more out there.

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  2. ElNumbre
    WTF?

    ARD

    I wonder if this also brings logic and sense to the decisions made to the ISPs. I have no experience of ADR, other than the ranting of the director of my ISP, AAISP, and the alternate reality dispute decisions that seem to have been made arbitarily. Their side of the story is on http://www.aa.net.uk/2012-adr.html but it seems somewhat odd that despite the ISP meeting their contractual commitment, they were required to pay compensation anyway.

    Full Disclosure: I am a customer of AAISP, but not employed by them, or receive any monitary dispensation from them. I also have no other experience of ADR.

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  3. The Serpent

    No confidence

    I do have experience of ADR. It was a pointless process as though I clearly laid out a timeline of problems I had with Vodafone, Ofcom were unable/unwilling to give proper consideration to what was only a mildly complicated case where my claims were consistent throughout but Vodafone's varied all the while.

    They essentially washed their hands of the whole affair (and their obligation to do a decent job of looking into it) and said there was no appeal process to deal with my dissatisfaction with the outcome, even though they admitted that various points had not adequately been addressed.

    From this past experience I would say to anyone that Ofcom are simply not worth consulting unless you have cast iron (and very simple) proof that you are being done over by your provider and that you should spend your time doing something that doesn't want to make you go on some kind of killing spree.

    I can't see how the odd new process is going to cause the required revolution at Ofcom.

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