TIO Annual Report 2003/04

Case Studies

ADSL Provisioning Delay

The Complaint:

A complainant approached an ISP for an ADSL service. He said the ISP told him that its wholesaler had said that his line was not ADSL compatible. The complainant claimed that he then approached the wholesaler in its retail capacity. The wholesaler told him that his telephone line was ADSL compatible and that it would be happy to provide him with an ADSL service.

The TIO's Response:

After contacting the TIO, the complainant was referred to the TIO contact person at his ISP. This officer then contacted the TIO to advise that he could not take any further action in relation to the complaint.The TIO contacted the wholesaler (in its retail capacity) to clarify the status of the service. Initially, the wholesaler would not confirm whether the complainant was eligible for ADSL. It later confirmed that he was eligible and claimed it had never received a wholesale order for the provision of an ADSL service to his residence.

The Outcome:

The complainant's preferred ISP placed another order for the service, which was reected by the wholesaler. After further queries from the TIO, the wholesaler confirmed that the service was connected. It came to light that the ISP's wholesaler did not keep records of unsuccessful ADSL provisioning requests.