Media regulator, Ofcom raised concerns that many vulnerable customers facing challenges are suffering from high out of contract prices and not benefiting from discounts available to others. This has led to a review of the pricing practices that broadband companies are applying, ensuring that customers are protected from high broadband costs.
Ofcom announced that in September 2019, they secured commitments from BT, TalkTalk and Virgin Media to ensure prices are reduced automatically for vulnerable customers who are out of contract. Ofcom have now secured further contacts from EE, Plusnet and Sky, with Sky and TalkTalk agreeing to provide all existing customers with the prices offered to new customers.
Since the review was opened, Ofcom estimate that all out of contact customers could benefit from savings of £270m per year, with all major providers now offering protection plans for vulnerable customers. It is predicted that this, amongst other pricing changes, could benefit one million vulnerable out of contract customers by an average of £70 per year.
“We’ve already made it easier for people to get a discount and save money. But we’re concerned some customers who find it harder to seek better deals are missing out. So we’re pleased providers have done the right thing by cutting vulnerable customers’ bills.”
Jane Rumble, Director of Consumer Policy at Ofcom
Following Ofcom’s announcement regarding treating vulnerable customers fairly, the regulator has been focussed on ensuring suppliers continue to provide the best possible support to those in need. This includes advancements in identifying vulnerable customers, advising and supporting customers with the best possible service during a difficult time, and providing additional support and understanding to those struggling to pay their bills.
We know how tough it has been on businesses and individuals during this difficult time. It is our mission to ensure that customers are fully supported and not pressured into making any decisions that could negatively affect themselves or their business. We love to see our customers walk away with a service they are extremely happy with. That’s why we are rated ‘Excellent’ on TrustPilot.
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