14 December 2018
- Millions could get faster internet today without paying more, research reveals
- Providers must tell customers about their best deals, under planned new rules
- Ofcom also announces review of broadband pricing for loyal customers
- And consumer campaign launches to help you Boost Your Broadband
Half of British households could switch to faster broadband today, Ofcom has found, as it announces a range of action to protect loyal broadband customers and help people get a better deal.
Ofcom figures show that 94% of UK homes and offices can now get superfast broadband, but less than half have taken it up.
And many people are paying more than they need to. Around four million households with old-style, basic broadband have passed their initial contract period and could switch to superfast for the same – or less – money than they currently pay.
So Ofcom is announcing a range of measures today to help people get the best deal.
- Clearer information. We are proposing that, from next year, broadband companies – as well as mobile, landline and pay-TV providers – will have to tell customers about their best available deal, both when their deals are coming to an end, and every year after that if they don’t change their deal.
- Reviewing broadband prices. We are launching a review of broadband companies’ pricing practices – examining why some customers pay more than others, and whether vulnerable customers need extra protections to ensure they get a good deal.
- Consumer campaign. A major new information campaign and website, Boost Your Broadband, launches today. Backed by consumer champion Gloria Hunniford OBE, the Government’s Department for Digital, Culture, Media and Sport (DCMS), Department for Business, Energy and Industrial Strategy (BEIS) and consumer body Which?, the website uses Ofcom data to tell people what broadband they can get in their area, and offers impartial advice on how to find the best deal today.
The broadband market is highly competitive, with superfast broadband packages now available from around £20 a month. But while eight in ten broadband users are happy with their service, Ofcom wants to ensure the market works for everyone.
Sharon White, Ofcom Chief Executive, said: “We’re concerned that many loyal broadband customers aren’t getting the best deal they could.
“So we’re reviewing broadband pricing practices and ensuring customers get clear, accurate information from their provider about the best deals they offer.”
Alerting customers to the best deal
Under new rules proposed by Ofcom today , broadband companies – as well as mobile, landline and pay-TV providers – must alert customers about the best deal or ‘tariff’ they can offer. They must do so when any discounted deal customers are on is coming to an end, and also every year for longstanding customers who have stayed with them.
These measures, which build on proposals announced by Ofcom in July, will help give customers the information they need to save money, which could include shopping around and changing their provider.
Fair deals for customers
In addition to these new customers alerts, Ofcom has today commenced a detailed review of pricing practices in the broadband market.
We are concerned some customers are paying more than others for similar or worse services, particularly when introductory offers have passed. For example, we estimate that customers who take a landline and broadband service together are paying an average of 19% more once their discounted deal has expired.
So our review will examine how companies change prices for customers over time, and who this most affects. Where we see evidence of harm, we will act to protect consumers – particularly those who may struggle to engage in the market.
In addition, we are currently reviewing how mobile operators charge their customers for handsets, when these are bundled with airtime in a single contract, and expect to publish findings next year.
Customers urged to Boost Your Broadband
Finally, to help people get the best broadband deal for them today, Ofcom has launched Boost Your Broadband, an information campaign and website backed by consumer champion Gloria Hunniford OBE, DCMS, BEIS and consumer body Which?
The campaign aims to demystify the broadband market, particularly for people who might be daunted by the choice on offer.
By following three simple steps at BoostYourBroadband.com, broadband users can check their options, decide what they need and get clear, independent advice on how to go about getting the best broadband deal for them. This is how it works:
- Enter your postcode to see what type of broadband – standard, superfast or ultrafast – is available at your address. This checker draws on Ofcom’s latest, authoritative information.
- Decide what you need – by seeing what kind of broadband user you are.
- Speak to your provider – armed with information on what to ask for, and how to get the best deal. Or shop around to see what deals other providers offer.
Gloria Hunniford OBE, said: “Millions of people could boost their broadband in the run-up to Christmas, when lots of families really need the internet. So I’m encouraging people to visit the new website, which offers independent advice on how to get the best deal and possibly a faster service from your broadband company, with a single phone call.”
Margot James MP, Digital Minister, said: “Our rollout of superfast broadband is reaching thousands more homes and businesses every week and millions of people across the UK can now enjoy the clear benefits that superfast broadband provides. This is a welcome, positive step by Ofcom and I urge people to visit the website, check what services are available in their local area and then see if they can get a better deal."
Kelly Tolhurst MP, Consumer Minister, said: “Our consumer protection regime is one of the strongest in the world, but there is always more to do to ensure people know their rights. So I welcome Ofcom’s Boost Your Broadband campaign to help consumers find the best deals. Broadband is a vital service and we want to see people getting a high quality service without paying more than they need to.”
Alex Neill, Managing Director of Home Products and Services at Which?, said: “Our research has shown that many UK households are paying huge loyalty premiums for staying on the same tariff when they could be paying less for a faster internet service. So we're supporting Ofcom's campaign to help the nation boost its broadband.
“If you are unhappy with your internet service, or you think you could be paying too much, you should look to switch provider or try haggling for a better deal. A few minutes of your time could potentially save you hundreds of pounds a year.”
We are consulting on our revised plans for customer alerts until 1 February. We then expect to publish a final decision as soon as possible, with new rules coming into force during the second half of next year. We will also set out findings from our pricing review in 2019.
Today’s measures build on Ofcom’s recent work to ensure a better deal for telecoms customers. This includes automatic compensation when things go wrong; accurate information on broadband speeds when people are shopping around or taking out a contract; and a simple text-message process to allow mobile customers easily to switch provider.
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