Shame that the “journalist” put the pertinent bits right at the end…
“ However, in fairness, Plusnet do say that they already provide customers impacted by delayed provision or delayed repair, the equivalent credit to the value of the automatic compensation scheme. The ISP was also keen to ensure that they integrated the new system seamlessly before going live, hence the delay.
As for why more ISPs don’t join – the high cost and technical requirements (new systems needed etc.) of supporting such a scheme often discourages them, particularly smaller providers. Such costs will frequently also end up being passed on to consumers via price rises, so there’s no such thing as a free lunch.
One other problem is that the scheme only really works properly if wholesale and infrastructure providers adopt it too, but the newer AltNets haven’t shown much interest in taking on such a burden.”
Has no one stopped to consider why prices went up 9.3% across the industry this year?
The idiots at Ofcom have failed the British consumer yet again. Putting the compensation burden on ISPs is the wrong solution. Until BT Wholesale and BT Openreach have to fund user compensation out of their own pockets, there will not be the desperately required quantum leap in their service standards.
In the meantime, the ISPs pick up the costs of their failure … and pass that cost on to the wider user base.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
