Telecoms giant BT has come under fire for overcharging customers to fix their faulty broadband lines, according to reports.
The news comes shortly after the campaign Fix Britain’s Internet called for a legal separation of BT from its infrastructure arm, Openreach – which has inspired more than 75,000 unhappy consumers to issue complaints to telecoms regulator Ofcom.
The Fix Britain’s Internet petition, which is backed by rival providers TalkTalk, Sky and Vodafone, claims that a legal separation would “improve the quality of service for customers, drive innovation and make the organisation more transparent”.
Both Sky and TalkTalk have also backed calls for BT to issue hefty repayments to broadband customers who have been ‘overcharged’ at times when engineers have been sent out to resolve faults on their network.
A TalkTalk spokesperson said: “Although not all engineering charges are passed on to consumers, a good proportion of this overpayment will have been borne by customers unnecessarily.
“To make matters worse, these services mostly affect non-BT customers. Most of the time, BT Retail uses completely different engineering services.”
However, both TalkTalk and Sky have also faced scrutiny fire themselves in recent weeks.
At the beginning of September, Ofcom statistics revealed that TalkTalk was the UK’s ‘most complained about’ broadband provider.
Furthermore, just last week, a year-long investigation into alleged customer service failings at Sky revealed significant evidence that the broadband provider had “failed to comply with regulations around its broadband and landline service provision”.
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