After finding that roughly half of UK households are on poor broadband deals, regulator Ofcom has unveiled measures to improve consumer awareness and encourage better choices.
Superfast broadband—defined as speeds of 24 Mbps or higher—is now available to approximately 94 percent of premises in the UK, but take-up remains below 50 percent.
Ofcom’s research shows many customers could upgrade to significantly better broadband for little or no extra monthly cost; in some cases they could pay less than their current bill.
The regulator has announced a package of actions to tackle low awareness and unfair pricing practices:
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Clearer information. From next year, Ofcom proposes that broadband providers, along with mobile, landline and pay-TV operators, must inform customers about the best available deal. This information would be provided when a contract is ending, and annually thereafter if the customer remains on the same plan.
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Reviewing broadband pricing. Ofcom is launching a review into pricing practices across broadband providers to understand why some customers pay significantly more than others, and to assess whether vulnerable customers require additional protections to ensure fair treatment and access to good-value packages.
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Consumer campaign. A major public information campaign and website, Boost Your Broadband, launches today. Backed by consumer champion Gloria Hunniford OBE, the Department for Digital, Culture, Media and Sport (DCMS), the Department for Business, Energy and Industrial Strategy (BEIS) and consumer group Which?, the site uses Ofcom data to show what services are available locally and provides impartial guidance to help people find the best broadband deal.
Broadband firms have faced criticism for increasing prices after contracts expire, sometimes raising bills for long-standing customers by substantial amounts.
Ofcom Chief Executive Sharon White commented:
“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.”
A new website, BoostYourBroadband.com, has been launched to simplify the broadband market for consumers and help households identify better deals as demand rises during the winter months.
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