Broadband network faults, provisioning complaints rise

Billing, network faults and poor customer service have again topped this year’s Telecommunication Industry Ombudsman’s (TIO) report on customer complaints across dial-up and broadband Internet services.

According to the 2002/2003 annual report, released on Wednesday, 38.5 per cent, or 3347, of Internet service issues raised by customers with the TIO over the past year related to billing. Of these, 80 per cent were associated with charges made to the customer’s monthly bill.

Although the TIO has yet to record specific figures on the specific types of Internet services complaints are made against, the report found the number of complaints about billing for excess downloads had increased over the past year from 608 to 844, or 38.8 per cent.

“This may be a reflection of the growing use of broadband services and the larger volumes of data that may be downloaded fairly quickly using these types of services,” the report states.

The TIO did, however, break down complaints made in relation to network faults into different types of Internet access technologies. Out of a total 1775 complaints made regarding network issues, 19.9 per cent were against xDSL services (incorporating ADSL), 13.9 per cent against cable services and 2.2 per cent against satellite services.

In addition, the TIO reported that several new issues emerged during 2002/2003, such as a three-fold increase in the number of complaints made about ADSL provisioning.

“This corresponded with increases in landline complaints relating to declined ADSL applications due to the existence of pair gains or ANT 1 technology on telephone lines,” the report states.

In contrast, Internet faults relating to dial-up services were down from the 69.6 per cent recorded by the TIO over the 2001/2002 period to 63 per cent.

The TIO report also found that more than half of the 519 complaints made against Internet provisioning were about delays in connecting xDSL services.

“This is a significant increase on last year’s total of 99 complaints and may be attributable to an increase in take-up of ADSL services,” the report states.

Complaints against customer service procedures ranked as the third-highest customer grievance during the 2002/2003 period at 20.1 per cent (1744). Of these, the most common causes for complaint were incorrect or inadequate information (34.6 per cent), failure to act on a customer request (28.2 per cent) and failure to respond to correspondence (14.8 per cent).

Overall, a total of 8691 Internet service complaints was made in the TIO’s 2002/2003 annual report, down from 9494 the year before.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.
Nadia Cameron

Nadia Cameron

PC World
Show Comments

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?