Ofcom still getting complaints about Talktalk and Tiscali bills

Ofcom is still receiving some complaints about Talktalk and Tiscali incorrectly billing customers.

The communications regulator said that although both internet service providers (ISPs) had "taken significant steps to fix the problem", if it finds they are still failing to comply fully with the Communications Act 2003, it would consider imposing financial penalties.

The investigation into Talktalk and Tiscali's billing procedure began in July 2010 after Ofcom received complaints from more than 1,000 people that they had been billed for services they hadn't received or had cancelled.

Talktalk and Tiscali, which are both owned by the Carphone Warehouse, were ordered to rectify this situation in November last year. They were given until 2 December of that year to comply and ensure that steps were in place to refund affected customers.

To date according to Ofcom around 62,000 people have received refunds. But the regulator said it was still receiving complaints about billing for services that have not been provided.

In a statement Talktalk said: "We're pleased that Ofcom has recognised the significant steps we've taken to fix the billing issues identified. We moved all of our customers to our single billing platform at the end of January and our focus on resolving any outstanding billing issues continues."

However, Ofcom said if it finds the ISPs continue to breach the law, it could take further action; including imposing financial penalties. In future it may be able to take this action earlier.

Under current UK law, Ofcom has to give companies a grace period in order to comply with the regulations. It is now proposed that financial penalties can be imposed whether a company has tried to rectify the issue or not. 

These new powers would be available to Ofcom on 25 May this year.

If people are still being affected by incorrect billing they should initially contact Talktalk and Tiscali UK directly on 0800 5428 073.

Ofcom has a template letter on its website showing how to complain to an ISP.