Repeat dialling to connect to the Internet

Repeat dialling occurs when an internet user makes repeated attempts to connect to the Internet and is charged for the phone calls associated with failed attempts. Repeat dialling is also referred to as connection 'dropouts'. The phone calls are charged because available evidence establishes that they are actually connecting to the Internet Service Provider but then dropping out.

The need to repeat dial can be the result of a variety of factors such as:

• the telecommunications network (including network architecture, length and construction of cabling, distance of cabling from exchange, and type of line technology);
• the existence of special features on the telephone service such as call waiting;
• environmental interference with network infrastructure, e.g. electric fencing in the local area;
• wiring configuration (including noise environment of that wiring) at the customer's premises;
• amount and type of customer premises telephony equipment and the way that is connected;
• type of computer equipment and software;
• set up of computer equipment;
• makes and models of customer and Internet Service Provider's modems.

Often, a user will only realise they are being charged for repeat dialling when their phone company bills them for a large number of local calls. The TIO commonly receives complaints from internet users who have been unable to resolve such complaints with their phone company, ISP, or both.

The TIO investigates complaints about repeat dialling to attempt to identify the cause of any dropout problem. The facts of a case will determine whether the TIO will pursue the complaint against the phone company or the ISP, and whether any claim for reimbursement of call costs will be considered.

Where the complainant is no longer experiencing problems, or has changed their ISP and is not experiencing the same problems, the TIO will probably not pursue the complaint as the likely cause of the problem would be difficult if not impossible to identify.

When handling claims for reimbursement of costs, the TIO will in all cases consider the extent to which the user contributed to the problem by their own behaviour. If the user did not seek assistance as soon as they identified a problem (i.e. when they received their first phone bill), or did not follow the advice provided by their ISP and/or phone company at any stage (e.g. to disable any automatic repeat dial function), the TIO may decide not to pursue the complaint. Alternatively, the TIO will take these factors into consideration when assessing any such claim.

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