Waiting time for broadband disputes to be reduced

The length of time web users have to wait before being able to approach regulators about broadband problems is set to be reduced from September.

Internet service providers (ISPs) currently have a period of 12 weeks to sort out problems brought to them by customers, after which homeowners can take up the issue with a regulatory organisation such as Otelo if the matter remains unresolved.

Industry watchdog Ofcom is to reduce this time to eight weeks from the autumn, putting more pressure on ISPs to address consumer issues more quickly.

Ed Richards, chief executive of Ofcom, said: "The vast majority of consumers are happy with their telecoms services. For the minority who aren't, we want to ensure that customers get a fair and swift resolution to their disputes."

The watchdog said that issues that have not been taken care of by an ISP after eight weeks - whether it is queries about connection speed, VoIP solutions or general service elements - are likely to remain unresolved a month later, so the move could improve customer satisfaction.

In other broadband news, the BBC reports that the government is to spend £1 million researching faster connection speeds.