More broadband firms agree to cut prices for vulnerable and out-of-contract customers - MSE News

Former_MSE_Naomi

EE, Plusnet and Sky have become the latest broadband firms to commit to doing more to help vulnerable and out-of-contract customers, as part of an Ofcom review which the watchdog claims could result in total savings for consumers of £270 million per year...

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'More broadband firms agree to cut prices for vulnerable and out-of-contract customers after Ofcom review'

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Stangi

I have been with Virgin Media for home broadband for many years (after trying other phoneline based internet, on month's trial, which was so extremely slow it was unusable at all!) My home is so far from telephone exchange, my area struggles, even with the new fibre thingy. So VM have a virtual monopoly here (a suburb of a midlands city) and it's not even a rural area! They know this, and despite me being 'vulnerable' ie 70 with health problems limiting my ability to get out and about, my attempts at getting my monthly bill down have so far only got it down to £38.24 per month. And tied in to a new contract again. This is way over what new customers pay. They offered me landline and tv package too which I don't want or need. I just want a cheaper fairer price for stand alone broadband. They seem to be just paying these new rules lip service, no action. And don't get me started on the offshore call centres. Anyone else had the same experience with Virgin media? They don't seem to identify vulnerable customers at all, despite being told. 

JJ_Egan

Have you registered as vulnerable with VM ??

unforeseen

What is the definition of vulnerable? 
Everything I've found so is very vague just mentioning disability or MH. 

JJ_Egan

70  and health problems that would apply to many .

ColinD1

Have a look at the OFCOM Facebook page. Lots of money spent on glossy website and graphics, but very little of substance to help an individual.
As a person with a disability I am aware of some of the nuances of the subject. When I read how people with disabilities should be treated I thought shouldn't all customers be treated in this way? Having just been through two frustrating battles with different providers I will willingly pay more to go with the company the operates in such a way it does not need special conditions for people with disabilities.
Some people need their phone lines for medical reasons so may have special requirements on speedy restoration of service, the rest of us need need efficient service and easy problem resolution however we label ourselves.
New initiatives sound great but what their impact will be is far from certain. The structures are complex and convoluted.
As far as I can understand (and my understanding is incomplete) and I an more than happy to be corrected.
OFCOM write/agree rules with/for the telcos
They licence complaints resolution entities
These entities are paid for by the telcos, their terms of reference say they should report on things such as complaint handling. However the report seems to consist of a couple of lines saying the Telcos complaint process sometimes exacerbates the original problem.
These entities do not have any open reports back to OFCOM other than some dodgy statistics that as far as I can see is not an effective control mechanism (but they do look pretty and cover a lot of paper)
OFCOM operates in a hands off manner and every 10 years or so actually does something and then the telcos promise to behave then carry on as before
My solution would be for members of the public to document their problems as exemplars and let OFCOM see how real customer experience measures up to the General Conditions that the telcos operate against. Leave compensation to the entities as their section 5 obligations are not for for purpose.

Farway

TLDR......

ColinD1

Farway said:

TLDR......

You have a great career opportunity on a Telco customer service desk

onomatopoeia99

unforeseen said:

What is the definition of vulnerable? 

According to the Coronavirus restrictions under the public health act 1984, I'm "vulnerable".  Don't think that should entitle me to a discount on broadband  though, or on anything else.