To whom do you currently complain when you experience a problem with your broadband connection? Your internet service provider? BT? BT’s wholesale division? Many people experience a lot of problems when they want to make a complaint about their broadband because they simply don’t know where to go. And even when they do submit a complaint, there is often a tendency for the companies involved to try and pass on the complaint to someone else.
This could all be about to change after the House of Lords recently requested changes to the Digital Economy Bill, as reported on Parliament.uk. The main change that the House wants to see introduced is for Ofcom to set up a division that deals exclusively with broadband complaints.
This would have a major advantage for consumers because it would provide them with a single point where they could go directly with their complaint. It would then become the duty of Ofcom to follow up the complaint with the providers involved, helping to get problems sorted out a lot more efficiently.
The House of Lords is also hoping to apply other changes to the Digital Economy Bill, one of which would apply to repair works. It would mean that repairs to broadband lines would not be permitted if they interfere with the quality of the lines by slowing the broadband speed for the user.
Another area that is being looked into is the issue of internet piracy and how it can be combated. This is a growing problem for the music and film industries as it becomes increasingly easy for broadband users to download whatever they want for free.
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