Customer Service Standards in the Telecommunications Sector

That the Parliament notes reports of growing concerns regarding customer service standards in the UK telecommunications sector, particularly where customers experience prolonged loss of mobile network connectivity; believes that consumers should have access to prompt, effective technical support and clear routes of escalation where standard troubleshooting fails to resolve a fault; further believes that customers who are unable to receive text messages because of a provider's service failure should not be prevented from obtaining a Porting Authorisation Code (PAC), accessing their account or exercising their right to switch provider; considers that telecommunications providers should have robust alternative identity verification processes to ensure that customers are not left without service or unable to transfer their number; recognises what it sees as the importance of timely fault resolution, transparent complaint handling and fair compensation where providers fail to deliver contracted services, and calls on the UK Government, Ofcom and telecommunications providers to review existing regulatory requirements and operational practices to ensure that consumers are properly protected when a complete loss of mobile service occurs.