Friday, 21 August 2009

Service from ISPs and mobile phone operators. Do we just give up?

Quality of service has not been a factor in OFCOMs regulation of mobile phones and ISPs. Accordingly, this has not been a factor of concern for most providers.

From a user point of view, it is almost impossible to know what the provider would be like until you are tied up into a contract. There is advice from ADSLguide for broadband, but it is still hard to decide. From my own experience, there are now no mobile phone operators with decent customer service, following the offshoring and collapse of the once-wonderful Virgin Mobile.
OFCOM has looked at Quality of Service, and set up a comparison website, which seems to be completely useless.

OFCOM says that price is the most important factor, but recognises that Quality of Service is also important. Price is something that can be compared before a purchase decision, while Quality In Use is much harder to get information on until it is too late.

In June, OFCOM decided to withdraw topcomm.

Does this mean that it is official that mobile and ISP service will always be cr*p? Or, is there hope that OFCOM might be interested in hearing about Human-Centred Design, Quality In Use, and the established means that exist for providing assurance?

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