netTALK Back In The News For All The Wrong Reasons

It’s been a few months since I wrote anything about VoIP provider netTALK who last made the news because they got into a dispute with a company called Iristel, and as a side effect to that, they took the phone service of thousands of Canadians offline for several days. One of the things that I discovered that the CRTC threatened netTALK with “enforcement action” back in 2013 because they didn’t join the CCTS which is something that netTALK has to do. But here we are in 2016 and no “enforcement action” appears to have been taken to date. 

Well, one person wants to know why. I was alerted to a letter written by Jeremy Cooperstock to Patrick Desjardins who is the Information Officer of the CRTC. Among other things, Mr. Copperstock mentions this: 

As we discussed on Friday, I understand from the CCTS that netTALK is a non-compliant provider whom they referred to the CRTC in April for enforcement action. When I asked the CCTS “But do [netTALK’s] customers still have no recourse for the broken promises?”, I was referred to the June 8 letter from the CRTC and directed to contact you.

If you click on the first link, you will see that there is clear evidence that netTALK continues to be a non-compliant provider and nothing has been done about it by the CRTC or CCTS. If you click the second link, you will notice that the CRTC has decided to do nothing about the fact that thousands of Canadians had their phone service taken offline for days. That further highlights the fact that there needs to be a telecommunications regulator in Canada who is prepared to hold telcos accountable for the actions.

There’s one other thing that I need to point out in this letter:

As for my own situation, after complaining on September 24 that the service renewal letter I received did not include any compensation for being deprived of telephone service for five days in January of this year, I was only offered, in response, a single month of free service (a value of approximately $4).

And:

Needless to say, this is a clear breach of the earlier offer of one year of free service as compensation for the outage that deprived approximately 27,000 Canadians of their telephone service.

It is one thing for netTALK and Iristel to engage in mudslinging during a commercial dispute, but quite another when netTALK issues a written commitment to its customers and then reneges on this undertaking.

What he’s referring to is the fact that during this dispute, netTALK promised a year of free service, then appeared to backtrack on that once service was restored to affected customers. That left a bad taste in a lot of people’s mouths. And this is one among many reasons why netTALK needs to be avoided at all costs.

I will monitor this to see where this goes as clearly this story is far from over and it will be interesting to see if the CRTC and CCTS do the right thing and do some sort of “enforcement action” against netTALK. If they don’t, it tells you all you need to know about both of those regulatory bodies. As in, they don’t work for the interests of Canadians.

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