In an industry often considered as guilty of providing poor customer service and a lack of accountability; one UK broadband provider has quietly taken a different path.
Inspire Telecom, founded and led by Ray Bennett, has become known for providing fast reliable broadband supported by a level of customer care rarely seen in the modern telecoms industry. Working from the Openreach network, Inspire offers the same technical performance as the biggest brands but it stands apart through its service commitment.
Two years ago much of that was put at risk when a wholesale partner presented Inspire with an unexpected substantial bill, due to a change in its supply arrangements. Ray made the decision to appoint a specialist telecoms counsel to ensure the dispute was handled at the right level, and what followed was a defining moment that highlighted the value of strong leadership, specialist legal expertise and a willingness to challenge a system. At the centre of that challenge was Sharon McDermott, Managing Director of Trenches Law, and senior telecommunications lawyer.
Sharon’s involvement transformed the approach. Where previous dialogue had struggled to move the conversation to a resolve, Sharon was able to bring clarity and professionalism to negotiations. She represented Inspire in discussions with the supplier and escalated the matter to senior contacts including representatives linked with Ofcom. Her expertise helped expose inconsistencies in the claims made against Inspire and helped the situation to be resolved through a full settlement that protected the company and its customers.
For Ray, Inspire’s founder, the experience has reinforced a long-held belief that broadband is no longer a luxury. It is a utility and in many cases a lifeline. His vision for Inspire extends beyond fast connections. As the UK moves toward the nationwide digital switch off, many elderly and vulnerable customers remain without a viable alternative to traditional copper services. Many customers cannot migrate to digital lines because the infrastructure simply is not available in their area. Some rely on analogue care lines that would not function during a broadband or power outage. Although current regulatory frameworks do not yet cover the relationship between wholesalers and resellers, there is a clear opportunity for the industry to work together on practices that support smoother transitions for customers. Businesses like Inspire are well placed to contribute to this conversation and help shape approaches that maintain affordability and continuity of service for all users.
Inspire is now investing in tools and partnerships that support small businesses as well as households, combining connectivity with practical support for growth. At the same time, Ray is becoming a more vocal presence within the industry, calling for fairer regulation and greater accountability across the supply chain.
Ray is confident that none of this would have been possible without the intervention of Trenches Law. Sharon’s work safeguarded Inspire and protected households. The relationship between Inspire Telecom and Trenches Law continues. Knowing that specialist legal support is available allows Inspire to act decisively, negotiate fairly and protect their business for the future.
Sharon’s influence in the sector continues to grow through her position on the board of ISPA and her graduation from the Goldman Sachs 10,000 Small Businesses UK Programme. Trenches Law approaches its ninth year with a team whose collective experience spans more than half a century. The firm already supports clients across the UK and Ireland and is preparing to expand into the United States in 2026.
Any business navigating the complexities of telecoms or digital infrastructure can benefit from experienced legal guidance. To speak with specialists who understand the industry and act with integrity, contact the Trenches Law team.
