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UTV line rental issues
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25-09-2005 12:16am#1
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Letter in writing to UTV.
Note you MUST follow the providers customer complaint procedure first or ComReg will pat you on the head and send you back to square 1; do not pass go; do not collect 200
If no joy copy letter and details of you problem to ComReg at
Commission for Communications Regulation
Block DEF, Abbey Court
Irish Life Centre
Lower Abbey Street
Dublin 1
or use the online form at http://www.askcomreg.ie/about_us/form.asp
Below are the relvant bits from UTV and Comreg sites
John
From Comregs site.....
ComReg can seek to resolve disputes between consumers and operators where the operator's own dispute resolution process has broken down.
ComReg can only investigate a complaint if the consumer has firstly exhausted an operator's complaint handling process as set out in its Code of Conduct for Complaint Handling.
Provided the issue has occured in the previous 9 months, ComReg will examine whether the issue raised can be appropriately dealt with by this office - i.e. whether the subject matter of the complaint falls within our powers. If so, ComReg will act as an arbitrator between the parties and request the operator to re-examine the consumer's complaint in light of any relevant regulatory obligations.
Once referred, the operator remains responsible for both maintaining contact with the customer and resolving the issue itself. ComReg will monitor progress within this process and once notified by the operator that the matter has been closed, our consumer team will contact the customer to ensure the complaint is resolved.
If ComReg does not have the power to intervene, we will attempt to inform the customer of any appropriate body with whom the matter should be raised.
From UTVs site re contacting them
How to contact us with a complaint
If you would like to register a complaint, you can contact us in one of the following ways:
On-line
You can send us your complaint by e-mail to complaints@u.tv
By phone
You can contact our Customer Care team directly on:
0845 247 0000
9.00 am - 5.30 pm (Mon - Thurs)
9.00 am - 5.00 pm (Fri)
A Customer Care Representative will advise you of his / her name, issue you with a unique reference number and acknowledge your complaint on the phone. Our aim is to resolve the complaint to your complete satisfaction. The Customer Care Representative will resolve your complaint as quickly as possible, preferably during your phone call. If this is not possible we will inform you of the length of time we expect it to take to investigate and resolve the complaint.
By letter
If you prefer to put the complaint in writing, you can send it to the following address:
UTV Internet
Customer Care Department
Ormeau Road
Belfast BT7 1EB
By fax
If you wish to send your letter of complaint by fax, you may fax us on 02890201203 marked for the attention of the Complaints Department.0 -
Bond-007, I'm in an identical situation at the moment.
Signed up for their WLR last November and have finally become fed up with still paying eircom the line rental.
I submitted an email complaint last Wednesday and received a response from one of the CS team on Friday. I'll see on the next bill I guess. After that it's a formal letter as jwt said, and if that fails off to ComReg.0 -
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