Fixed line telephones (landlines)
BT and Virgin Media are the only telephone companies operating fixed line telephone services in Northern Ireland.
However, many resellers offer residential and business telephone services over BT lines and there are several mobile telephone companies operating here. It makes no difference which company you are dealing with, or which type of phone you have, your rights as a consumer are the same.
How to complain
If you are unhappy with the service that is provided, or have an issue with your contract, there are certain steps you must take:
- Contact the company’s customer services manager initially, and give them a chance to put things right;
- If they are unable to resolve your complaint satisfactorily, under the Communications Act 2003 you have the right to alternative dispute resolution (ADR) if a complaint cannot be resolved by the service provider; and
- Two schemes have been approved by Ofcom to provide ADR. These are Ombudsman Services: Communications, and CISAS (Communications and Internet Services Adjudication Scheme). You will not be charged for using either of the schemes, and they are entirely independent.