Feeds

Ofcom confirms Bulldog probe

Billing and customer service issues cited

Next gen security for virtualised datacentres

Ofcom has launched an official investigation into broadband ISP Bulldog after receiving hundreds of complaints from customers.

The regulator said today it would probe complaints about billing and the way the ISP handled customers' complaints.

In a statement Ofcom said: "Ofcom has opened an investigation to consider whether Bulldog has contravened General Condition 11.1, which prohibits Communications Providers from billing customers for services that have not been provided.

"Ofcom will also investigate whether Bulldog has contravened General Condition 14.2, which requires Communications Providers to establish and maintain complaints-handling procedures that conform to a Code of Practice.

"The opening of this investigation follows the receipt of a number of consumer complaints about these issues, including complaints referred via the Bulldog Action Group, a consumer representation group."

Over the last couple of months The Register has received an unprecedented number of complaints about Bulldog with customers telling how they've been left without phone and broadband services and have been wrongly billed.

The sheer volume of complaints suggested that there were serious problems at the ISP. Consumers' frustration has been compounded by difficulties contacting the Cable & Wireless (C&W)-owned company and getting their complaints resolved.

A spokesman for C&W told us that the offer from Bulldog had proved popular with consumers but he acknowledged that the ISP had experienced problems over the summer.

Although Bulldog is "close to resolving most of the issues" the ISP will "co-operate with the Ofcom investigation", he said.

In July C&W chairman Richard Lapthorne appeared to blame BT for some of its problems claiming that "in the area of provisioning in particular, the level of service remains inconsistent as we work with BT - after their relatively recent introduction of automated procedures - to enhance the quality and accuracy with which telephone lines are transferred to the Bulldog network".

This, though, was rejected by BT which said that it holds daily face-to-face meetings with Bulldog and that this was the first time that the ISP has brought up these concerns.®

Boost IT visibility and business value

More from The Register

next story
Canadian ISP Shaw falls over with 'routing' sickness
How sure are you of cloud computing now?
Don't call it throttling: Ericsson 'priority' tech gives users their own slice of spectrum
Actually it's a nifty trick - at least you'll pay for what you get
Three floats Jolla in Hong Kong: Says Sailfish is '3rd option'
Network throws hat into ring with Linux-powered handsets
Fifteen zero days found in hacker router comp romp
Four routers rooted in SOHOpelessly Broken challenge
New Sprint CEO says he will lower axe on staff – but prices come first
'Very disruptive' new rates to be revealed next week
PwC says US biz lagging in Internet of Things
Grass is greener in Asia, say the sensors
Ofcom sees RISE OF THE MACHINE-to-machine cell comms
Study spots 9% growth in IoT m2m mobile data connections
O2 vs Vodafone: Mobe firms grab for GCHQ, gov.uk security badge
No, the spooks love US best, say rival firms
Ancient pager tech SMS: It works, it's fab, but wow, get a load of that incoming SPAM
Networks' main issue: they don't know how it works, says expert
Trans-Pacific: Google spaffs cash on FAST undersea packet-flinging
One of 6 backers for new 60 Tbps cable to hook US to Japan
prev story

Whitepapers

Endpoint data privacy in the cloud is easier than you think
Innovations in encryption and storage resolve issues of data privacy and key requirements for companies to look for in a solution.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Top 8 considerations to enable and simplify mobility
In this whitepaper learn how to successfully add mobile capabilities simply and cost effectively.
Solving today's distributed Big Data backup challenges
Enable IT efficiency and allow a firm to access and reuse corporate information for competitive advantage, ultimately changing business outcomes.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.