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Ofcom launches probe into E7even

Reacts to customer complaints

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Ofcom has launched an investigation into a small Kent-based broadband ISP amid allegations that it's been billing punters for a service it has not provided.

The regulator is also investigating whether Maidstone-based E7even UK Ltd has a satisfactory procedure in place to handle customer complaints.

Ofcom has been aware for some time of customer complaints about E7even and contacted the ISP earlier this year to "raise our concerns and to ascertain what the company is doing to resolve them".

E7even told Ofcom that it was restructuring its network which in turn affected punters' broadband connections. The problems associated with the restructuring, said E7even, led to a spike in calls to the ISP's help lines and a backlog of enquiries.

The ISP told the regulator that while it was working to resolve the problems, punters who wished to leave the ISP could do so without penalty.

Despite these assurances, Ofcom has continued to receive complaints about E7even.

Announcing the launch of the investigation Ofcom said: "The opening of this investigation follows a number of consumer complaints that Ofcom has received regarding the provision of broadband services by E7even.

"If Ofcom's investigation concludes that E7even is not complying with its obligations under the General Conditions, Ofcom will decide what action is appropriate to ensure that consumer interests are protected."

No one from E7even was available for comment at the time of writing. ®

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