Feeds

Ofcom confirms Bulldog probe

Billing and customer service issues cited

Remote control for virtualized desktops

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.®

Choosing a cloud hosting partner with confidence

More from The Register

next story
YOU are the threat: True confessions of real-life sysadmins
Who will save the systems from the men and women who save the systems from you?
Download alert: Nearly ALL top 100 Android, iOS paid apps hacked
Attack of the Clones? Yeah, but much, much scarier – report
Broadband sellers in the UK are UP TO no good, says Which?
Speedy network claims only apply to 10% of customers
Virgin Media struck dumb by NATIONWIDE packet loss balls-up
Turning it off and on again fixes glitch 12 HOURS LATER
Ofcom snatches 700MHz off digital telly, hands it to mobile data providers
Hungry mobe'n'slab-waving Blighty swallows spectrum
Fujitsu CTO: We'll be 3D-printing tech execs in 15 years
Fleshy techie disses network neutrality, helmet-less motorcyclists
Facebook, working on Facebook at Work, works on Facebook. At Work
You don't want your cat or drunk pics at the office
prev story

Whitepapers

Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Managing SSL certificates with ease
The lack of operational efficiencies and compliance pitfalls associated with poor SSL certificate management, and how the right SSL certificate management tool can help.
Top 5 reasons to deploy VMware with Tegile
Data demand and the rise of virtualization is challenging IT teams to deliver storage performance, scalability and capacity that can keep up, while maximizing efficiency.