Origin Broadband, a UK-based internet service provider (ISP), has been facing a wave of customer complaints in October 2023, due to poor customer service and technical issues. Many customers have reported long wait times, unanswered calls, delayed responses, and unresolved problems with their broadband service. Some customers have also claimed that the company has lied to them about the causes of the service disruptions, such as blaming BT Openreach or COVID-19.
The company, which was acquired by Boost Technology Group in 2020, has been struggling financially for several years, and has been involved in legal disputes with suppliers and creditors. According to an email from a former employee of Origin Broadband, the company has also suffered from staff shortages, low wages, and mismanagement. The email alleges that the company has lost many experienced staff members, failed to train new recruits, and ignored internal feedback.
Origin Broadband has not responded to any requests for comment from the media or customers. The company’s website states that it is “experiencing high call volumes” and advises customers to use its online chat service or email support. However, some customers have reported that these channels are also unresponsive or ineffective.
Customers who are unhappy with Origin Broadband’s service may consider switching to another ISP, or filing a complaint with Ofcom or CISAS. However, switching ISPs may not be easy or quick, especially during the COVID-19 pandemic. Customers should check their contract terms, cancellation fees, and broadband availability before making a decision. Customers should also keep records of their communication with Origin Broadband, and escalate their complaints if necessary.
Origin Broadband is not the only ISP that has faced customer service issues in the UK. The broadband industry has been under pressure to improve its standards and accountability, as more households rely on internet access for work, education, and entertainment. According to Ofcom, the UK’s communications regulator, there were 1.4 million complaints about broadband services in 2022, up from 1.1 million in 2021. Ofcom has also introduced new rules to protect broadband customers from unfair practices, such as automatic compensation for service failures, easier switching processes, and clearer information on speeds and contracts.