Recurring Issues

TDR deals with complaints from consumers about services provided by their telecommunications company.
woman-phone-bed

One of the aims of TDR is to identify recurring issues that affect the majority of the telecommunication companies and their customers.

This section of the website outlines some of those issues, and has some advice for both consumers and telecommunication companies that are part of the TDR. The list below provides information on some of our recurring issues:

Recurring Issues

Customer support issues

Alongside the main issues, TDR continues to receive a significant number of ancillary complaints relating to the time taken for call centres to answer, and about overseas call centres and the resulting language/understanding difficulties. TDR has raised these issues with some of the Scheme Members involved, and will continue to do so. 
Recurring Issues

Customer Transfer issue

What happens if your telecommunications service provider changes without your consent?
Recurring Issues

Fibre connection delays

TDR is receiving increasing numbers of complaints about delays in the connection of fibre services. 
 
The typical complaint is that the scheme member signs the customer up to the fibre service with an indicative commencement date. This dates passes with no service being connected, and eventually the lapse of time brings the customer to the TDR. It appears that the scheme members rely on connection dates provided by the fibre installation companies. The installation companies do not then complete the work on time. There may be other causes.
Recurring Issues

Internet data usage

Consumers continue to make complaints about internet data usage charges. They usually deny using the internet to the level that they have been charged, and their Internet Service Provider (ISP) is unable to give them the information to verify the usage they have been charged for.
Recurring Issues

Real-time data usage monitoring

TDR is continuing to receive complaints where the underlying issue relates to a delay between an indication of data usage from the data usage monitoring tools provided by the Scheme Member, and actual data usage.
Recurring Issues

Water damaged phones

Several complaints have been received about water damaged phones.