Internet providers across the UK have agreed a coordinated package of measures to help people who need to isolate during the coronavirus pandemic.
The British government reached the agreement with major operators including BT/EE, Openreach, Virgin Media, Sky, TalkTalk, O2, Vodafone, Three, Hyperoptic, Gigaclear and KCOM.
Digital Secretary Oliver Dowden welcomed the collaboration, saying it was encouraging to see mobile and broadband companies working together to support customers, especially those most vulnerable or struggling with bills during this difficult period.
Under the agreement, the participating providers committed to a number of practical actions to keep people connected:
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Work with customers who are finding it difficult to pay their bills as a result of Covid-19, ensuring they are treated fairly and receive appropriate support rather than facing immediate disconnection or undue penalties.
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Remove data caps on current fixed broadband services, so customers relying on home internet for work, education and contact with family and friends are less likely to face limits or extra charges.
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Introduce new, affordable mobile and landline packages aimed at maintaining connectivity for more people, particularly those who are vulnerable. Examples include low-cost data boosts and free calls from landlines or mobiles to enable essential contact without additional cost.
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Provide alternative communication options for vulnerable customers or those self-isolating if priority repairs to fixed broadband or landlines cannot be completed immediately, helping to maintain access while repair work is arranged.
These measures are designed to give people confidence to stay home and play their part in “flattening the curve” of the pandemic by reducing the barriers to isolating safely.
Some providers had already introduced their own support measures, but this agreement brings major operators into alignment so customers across the country receive consistent assistance.
Melanie Dawes, Chief Executive of Ofcom, said the regulator recognised the unprecedented challenges facing providers and welcomed their steps to protect vulnerable customers at a time when staying connected to friends and family is more important than ever. She added that Ofcom will continue to work with government and the industry to help ensure people remain connected.
(Photo by Corinne Kutz on Unsplash)
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