If you’ve ever signed up for a “great deal” on broadband or mobile only to get hit with a price rise a few months later you’re not alone. The government has a new agreement with the UK’s biggest phone and broadband providers to tackle exactly that.
The Telecoms Consumer Charter is designed to stop unexpected mid-contract price rises, making it much easier to access social tariffs for people on certain benefits.
What is the Telecoms Consumer Charter?
The Charter is a voluntary agreement between the government and major telecoms providers (including BT, Virgin Media O2, VodafoneThree, Sky and TalkTalk).
It’s intended to make telecoms bills more predictable, more transparent, and fairer for people who are struggling with money.
No more nasty mid-contract surprises
One of the most frequent complaints we receive about broadband and mobile contracts is:
“I thought I’d agreed a price… so why has it gone up?”
A lot of contracts have price rises built in often linked to inflation, but many people don’t realise until their bill suddenly rises.
Under the Charter, providers are agreeing that customers should be clearly told about any future price changes upfront, at the point they sign up. So instead of price rises being buried in the small print, the idea is you’ll know what’s coming from the start, with more transparent, full contract pricing making it easier to compare deals properly and budget without worrying about sudden bill shocks.
Social tariffs should be easier to access
Social tariffs are cheaper broadband (and sometimes mobile) deals for people on certain benefits. However, lots of people who qualify don’t know they exist.
Ofcom has previously estimated that social tariffs can save eligible households up to around £220 a year, but take up has stayed low because they’re not always well advertised.
The Charter says providers will do more to promote and signpost social tariffs so eligible customers aren’t missing out. If you’re on a low income or claiming certain benefits check whether you’re eligible and if so contact your provider.
More help if you’re struggling to pay
The Charter also includes promises from providers to offer more support to customers in financial difficulty. That includes things like, signposting cheaper packages, offering payment plans and helping customers switch without being penalised. If you’re falling behind on bills you may find it easier to get help before things escalate.
The catch – it’s a charter, not a law
This is a big step in the right direction but the Charter is voluntary. This means providers are committing to these changes as best practice, but it’s not enforceable by consumer law.
But still, it’s pressure in the right direction and it could make it harder for telecoms firms to keep relying on confusing contract terms and hidden price rises.
So, what to do now?
Even with the Charter in place it’s still worth doing a quick check:
- When you sign up, ask ‘Will the price change during my contract?’
- Be wary of variable pricing – This is a loophole where providers tell customers that the price may change during the contract, doesn’t give details of how much, but allows you to leave the contract penalty free within 30 days of the increase notification
- If you’re on benefits, search for social tariff broadband + your provider
- If your bill has already gone up, challenge it with your provider and ask what support is available
And if you feel like you’ve been misled, you can raise a complaint with Resolver