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Monthly Archives: September 2017

MP launches broadband survey

Galloway MP Alister Jack has launched a broadband survey and asked constituents across Dumfries and Galloway to submit their views on how satisfied they are with their current broadband services.

Constituents can complete the survey by visiting Mr Jack’s website at www.alisterjack.co.uk or by sending their responses to Broadband Survey, Office of Alister Jack MP, 20 Academy Street, Dumfries, DG1 1BY. Responses must be submitted by Friday, December 1. In addition to providing details of their current broadband speeds, respondents are asked to include their name, full address and email address with their submissions.

Mr Jack will present the survey responses to UK Digital Minister, The Rt Hon Matt Hancock MP, and use them to back his call for greater investment in broadband infrastructure in Dumfries and Galloway. The MP hopes that as many people as possible from right across Dumfries and Galloway respond to the survey. Mr Jack said: “This is an opportunity to provide Matt Hancock with the evidence that our region needs better broadband.

“Broadband is one of the most common issues that I am contacted about and I have made it one of my top priorities to secure better broadband for Dumfries and Galloway. “Poor broadband speeds are a huge problem for businesses, particularly small businesses, in this part of the country and if the Scottish Government are serious about helping to grow our local economy, they should get on with securing a broadband contract for the ?20.99 million allocated to them by the UK Government in 2014. When it finally does, Scotland will be the last area in the UK to do so and it simply is not good enough.

“I have already met with Matt Hancock twice to discuss this problem and there is a real willingness from his side to help.

I want to provide him with as much evidence as possible to back up my case and that is why I hope people take the opportunity to complete my survey.”

Kajeet Connects More Students Now With All Four Carriers

Kajeet got it’s start in the wireless business when CEO and founder Daniel Nea1l set out to find a smart phone solution for his children. Over the years he took the idea of providing smartphone services and by proxy, internet services to students and coupled that with that fact that 1 in 3 families don’t have access to internet at home. Internet is becoming the backbone to K-12 education in many areas. While the digital divide is well known across the country, Neal and the team at Kajeet started focusing on education and how the needs of students are underserved when they don’t have access to the internet at home. They dubbed this the “Homework Gap” and Kajeet quickly became the Homework Gap Heroes. Digital learning is becoming a way of life for students across the country. Text books will one day be a thing of the past. Now, student get their classwork, lessons and even their textbooks online through their Chromebooks, iPads, or smartphones. This is great inside the walls of the classroom.

Now, teachers can deliver a richer educational experience and the knowledge on the internet is in the palm of their hands. The Internet is for far more than just research papers. With all of this innovation in learning comes innovation in homework assignments. Now, when students leave school for the day they are still reliant on the internet. Most schools use some kind of homework management system found online. For those students who’s schools have converted to completely online textbooks, the internet is required for that as well. Kajeet’s educational broadband services include a SmartSpot wireless internet device that students can take home and connect to their personal devices. Now students have access to the internet to do school work, read and research. The SmartSpot includes Kajeet’s proprietary educational filtering to insure that students are using the educational SmartSpots for their intended purpose.

Currently over 300 school districts across the country and in Washington DC, use Kajeet’s Educational Broadband either via the SmartSpot or their SmartBus technology that’s allowing students to use wifi on the bus traveling to or from school. Just as school was starting back for the 2017-2018 school year, Kajeet announced that their Educational Broadband is now available utilizing the services of all four major carriers; Verizon, AT&T, T-Mobile and Sprint. This new expanded nationwide coverage means if there is wireless coverage Kajeet can work there, thus shrinking the Homework Gap even more.

The internet isn’t just a convenience for kids in school today. It’s been proven time and time again that connectivity inside and outside of the classroom leads to:

  • Higher graduation rates
  • More parental involvement
  • Better student engagement
  • Increased test scores
  • Decreased bus behavior incidents and more

Do you have students left out or left behind because of access to the internet at home? Kajeet can help.

Check them out at kajeet.net2

References

  1. ^ CEO and founder Daniel Nea (techfaster.com)
  2. ^ kajeet.net (kajeet.net)

Ofcom Praise Sky and Virgin Media in Q2 2017 UK Consumer Complaints Study

Ofcom Praise Sky And Virgin Media In Q2 2017 UK Consumer Complaints Study

Broadband providers Virgin Media and Sky Broadband have today been praised by Ofcom‘s Q2 2017 UK consumer complaints report after they received fewer gripes than any other ISP for their service. Unfortunately the same cannot be said for BT and TalkTalk, which attracted the most complaints.1234

The report, which also examined Landline Phone, Mobile and Pay TV providers, notes that Ofcom5 continue to receive “nearly250 complaints per day (down from “nearly” 300 at the last report), although their study only includes feedback from the biggest providers (i.e. those with a market share of at least 1.5%). The data itself is reflected as a proportion of residential subscribers (i.e. the total number of quarterly complaints per 100,000 customers), which makes it easier to compare providers in a market where the biggest ISPs can vary significantly in size.

Overall the total volume of complaints across all service sectors has decreased during the first half of 2017 and this quarter sees the addition of BT Mobile’s pay-monthly product into the table, which occurs because the service has now achieved “sufficient market share“. By comparison with Q1 2017, the total volume of complaints decreased by four for landline services, decreased by three for fixed broadband services, and decreased by one for both pay-monthly mobile and pay-TV services. However fixed broadband and landline services continue to generate the highest number of complaints.

Jane Rumble, Ofcom’s Director of Consumer Policy, said:

“Complaints about telecoms and pay-TV may be falling this year, but some providers are falling a long way short on customer service. There can be no room for complacency. We expect providers, particularly those who have been consistently under-performing, to make service quality and complaints handling their number one priority.”

Take note, today’s report only covers complaints that the regulator itself has received and not those sent directly to an ISP or ombudsman.

Ofcom does not itself deal with individual complaints but they do monitor them and can take action if enough people raise a problem. Consumers who are unable to resolve a complaint with their communications provider can (after 8 weeks) raise a case with one of the two ombudsman providers – Ombudsman Services: Communications or CISAS – under the Alternative Dispute Resolution6 process (they will investigate the issue at no cost to yourself).

Fixed Line Home Broadband Complaints

Overall BT generated the highest relative complaint volumes in Q2 2017 and the main complaint drivers for them related to faults, service and provision issues, followed by complaints handling and billing, pricing and charges.However it has to be said that almost every provider saw a reduction in complaint volumes during Q2. By comparison Virgin Media7 and Sky Broadband8 all generated the lowest relative complaint volumes and remain below the industry average volume of complaints. Both operators have also just been joined by EE, which is a welcome development.

Ofcom Praise Sky And Virgin Media In Q2 2017 UK Consumer Complaints Study

Fixed Line Phone Complaints

In terms of phone line services, the most complaints were generated by TalkTalk9 and the Post Office10, which was largely due to complaints relating to faults, service and provision issues. Ofcom also believes that BT’s performance may be comparable to those two, although they show up as being lower because they used a different methodology to compile their subscriber figures. Once again EE, Sky Broadband and Virgin Media remain below the line and received the fewest complaints overall.

Ofcom Praise Sky And Virgin Media In Q2 2017 UK Consumer Complaints Study

Mobile Complaints

Both Vodafone11 and BT Mobile received the most complaints this quarter, although Vodafone12‘s complaint levels have dropped sharply over the past six months. Vodafone and BT’s main complaint drivers were gripes related to handling, followed by issues around billing, pricing and charges.

Ofcom Praise Sky And Virgin Media In Q2 2017 UK Consumer Complaints Study

Pay TV Complaints

Sadly BT continues to generate the highest relative volume of Pay TV complaints, although they have seen a big drop in the amount being received and that’s a positive development. The main driver of BT’s complaints related to faults, service and provision issues, complaints handling and billing, pricing and charges. On the flip side Sky TV received the fewest gripes of anybody and is the only operator below the line for industry average (that’s a good thing).

Ofcom Praise Sky And Virgin Media In Q2 2017 UK Consumer Complaints Study

Ofcom’s Complaints Report Q2 2017
https://www.ofcom.org.uk/../Telecoms-pay-TV-complaints-Q2-2017.pdf13

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References

  1. ^ Virgin Media (www.ispreview.co.uk)
  2. ^ Sky Broadband (www.ispreview.co.uk)
  3. ^ Ofcom (www.ofcom.org.uk)
  4. ^ TalkTalk (www.ispreview.co.uk)
  5. ^ Ofcom (www.ofcom.org.uk)
  6. ^ Alternative Dispute Resolution (www.ispreview.co.uk)
  7. ^ Virgin Media (www.ispreview.co.uk)
  8. ^ Sky Broadband (www.ispreview.co.uk)
  9. ^ TalkTalk (www.ispreview.co.uk)
  10. ^ Post Office (www.ispreview.co.uk)
  11. ^ Vodafone (www.ispreview.co.uk)
  12. ^ Vodafone (www.ispreview.co.uk)
  13. ^ https://www.ofcom.org.uk/../Telecoms-pay-TV-complaints-Q2-2017.pdf (www.ofcom.org.uk)