Reconnection fee for ADSL service following disconnection of phone line

ADSL (Asymmetrical Digital Subscriber Line) uses an existing phone line to deliver a broadband internet connection. Where the underlying phone line is disconnected for any reason, this will lead to the disconnection of the ADSL service and the charging of a fee by the ADSL provider for reconnection. Where the customer's ADSL provider and phone company are not the same, the reconnection fee can be quite hefty. The TIO has in the past received complaints about the imposition of such a fee, particularly where disconnection of the phone line has been outside the control of the customer.

In investigating these types of complaints, the TIO will examine the rate card and terms and conditions of the customer's agreement with the ADSL provider to determine whether or not notification of a reconnection fee was provided. The TIO will also consider whether the fee represents a genuine cost to the provider - namely, that it was passed on to the service provider by the wholesaler.

If there is provision for such a charge in the rate card and the terms and conditions, and the service provider can demonstrate that the fee was billed to it by the wholesaler, the TIO will consider whether or not the customer was in any way at fault for the disconnection of the phone line. If the customer was at fault, the TIO may not pursue the case. However, if the customer was not at fault, TIO may pursue the complaint against the phone company on the basis that its actions directly caused the complainant to incur the reconnection fee. Such action would be an exception to the TIO's 'Bill the Biller' policy.

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