A MAJOR telecoms provider is being investigated by Ofcom over claims it broke rules.
Regulator Ofcom has said it is today investigating BT about whether it broke rules when customer’s signed up to new deals.
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Telecoms firms are supposed to give customers enough information, including info on what happens if they choose to leave their contract, before they sign up.
Ofcom will see if BT has breached these rules – if it has, then affected customers could get compensation.
BT could also be fined by Ofcom and asked to change its practices.
BT said it’ll gather further information and provide updates as the investigation progresses.
Plusnet, which is part of BT, is also being investigated.
In December, the regulator opened an investigation into a “range of providers” who may have been dishonest about mid-contract price rises.
Companies like Virgin Media O2, EE, BT, TalkTalk, Vodafone and Three dominate the telecoms market.
It was considering whether providers ripped off customers who took out contracts between March 1 2021 and June 16 2022.
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These customers might not have been told about bill rises they’d incur when they first opened their contracts.
Before that, Ofcom opened an investigation into EE, as it had reason to suspect it may have failed to comply with these requirements.
What to do if you have a problem with your broadband provider
Contact your broadband provider’s customer services department and explain the problem.
If this doesn’t resolve the issue, you can make a formal complaint to the company. Details of how to do this will be on the back of your bill and on the company’s website
If a formal complaint gets you nowhere, after eight weeks you can take your dispute to the appropriate Alternative Dispute Resolution scheme.
They are free to use and will act as an independent middleman between yourself and the service provider when an initial complaint cannot be resolved.
There are two ADR schemes in the UK; Ombudsman Services: Communication and CISAS.
Your supplier is required to be a member of one of these.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected]
