OFCOM launches new consumer guides

OFCOM has added consumer guides on Slamming and Unsolicited calls to their website. These two areas generate over 1,000 calls per month to OFCOM from consumers.

The unsolicited calls guide includes silent calls made by automatic dialler systems where the recipient is connected to an operator but hears silence if no operator is available.

Slamming is the unwanted transfer of your phone line to another company without the consumer having consciously agreed to it, although often a high pressure phone or doorstep sales call has pushed them into consenting without realising it.

The bundling of broadband services with phone line rental and/or calls packages has increased the complexity and hence the consequences of slamming, where a user may have their line rental transferred to a third party with a 3 year contract and a minimum spend. When they realise this and manage to get out of it the line is sometimes ceased and the broadband stops working. Another scenario is where someone like Talk Talk takes on the line rental and calls bundle in an LLU area and also connects the customer to their broadband service in error or against their wishes by using full unbundling instead of “shared metallic path”.

In general OFCOM advise carrying out any changes of supplier in writing so that there is time to reflect and a positive act of signing a contract involved, however the modern telesales environment appears to be capable of taking a mumble as a contractual confirmation and they are happy to take you on based on just your phone number, so beware of sales calls – solicited or otherwise.

Where broadband is involved be crystal clear in your mind whether you wish to change broadband supplier when changing the phone line rental , and vice versa. Communicate your requirements clearly and firmly asking for confirmation to be read back to you and/or confirmed by email or letter.

Tags: OFCOM, Privacy, Slamming