Rogue diallers draw consumer and watchdog anger

While dial-up internet access is fast becoming a thing of the past for many in the UK it is still causing significant problems for consumers.

As if slow downloads and pedestrian web access wasn't enough, the problem of rogue diallers racking up huge phone bills is still a major issue according to ICSTIS, the watchdog which regulates premium rate numbers.

Many consumers have been stung for hundreds or even thousands of pounds by these rogue diallers. Although ICSTIS issued strict guidelines in August regulating those businesses which use diallers, the watchdog has now called upon the phone companies to do more.

These diallers, which often, though not exclusively, connect to premium rate pornographic websites, will dial a number which can often be charged at an extortionate per-minute rate. It also may not stop dialling once the site is exited - meaning a five-minute call in the mind of the consumers actually lasts as long as they remain online.

Once installed, a number of these diallers will launch every time the infected computer connects to the internet.

But not all users launching such applications are aware they are even doing it or aware of the costs associated. In fact, many are duped by cleverly worded pop-up messages or pop-ups with no obvious way of closing them.

Rob Dwight, spokesman for ICSTIS, told silicon.com the problem is a combination of unscrupulous businesses and consumers not reading the small print of the terms and conditions.

He added that the network operators need to do more to limit consumers' exposure to excessive costs.

Dwight told silicon.com: "If my phone bill is always around £50 a month I want to know as soon as it goes over that - not be told when it hits £750. The only people who can spot unusual call patterns on BT's network are BT. We can't do at and Ofcom can't do it."

However, Dwight said it is the terminating networks with most to do. Thos operators who lease the premium rate numbers need to be stricter when it comes to carrying out checks on who they are giving numbers to and how those numbers are used and managed, he said.

Dwight said there are several terminating networks in the UK who do not carry out proper checks and pass money on to quickly to their customers, not allowing time for dispute resolution. "By the time customers get their quarterly bill the money has already left the system," he said.

Earlier this month, ICSTIS handed the maximum fine possible to two New York-based operators, B&B Services and BW Telecom, both of whom were running premium rate adult content at £1.50 per minute. BW Telecom was also fined £75,000 in February this year.

Dwight said one consideration for ICSTIS now is whether its £100,000 maximum fine should be increased by Ofcom.

ICSTIS now grants licences based on a series of criteria such as clear labelling of the dialler and associated costs at launch, a mandatory termination of calls once £20 has been spent by the consumer, a returning of all ISP and browser settings after closure and the easy availability of uninstall software. Among other measures is the withholding of payment to service providers for 45 days.

The problem of diallers does not affect the 4.5 million UK web users on broadband, but that will be little consolation to those 'have nots' who must also continue contend with the threat of diallers while they wait for broadband to reach their neck of the woods.