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Ofcom and Which? launch broadband social tariff campaign

24/04/23

Mark Say Managing Editor

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Image source: istock.com/Daniel Chetroni

Communications regulator Ofcom and consumer organisation Which? have launched a campaign to alert low income households to the availability of social tariff packages for broadband connectivity.

They have gone public with a digital inclusion initiative flagging up the deals that offer superfast speeds for as little as £12 per month.

This has come with the claim that more half of low income households are spending much more than they need to on broadband connections, partly due to providers not being upfront about the availability of discounted packages.

Ofcom pointed out that only 5% of the 4.3 million eligible through being on universal credit are signed up to deals under the social tariffs scheme.

While the number of offers has increased and take-up of the scheme has risen fourfold since January 2022, the regulator’s research has shown that only 22,000 households have taken up the offers and 53% of the total are unaware that they are available.

It said its review of broadband provider websites, it was “challenging” to find the information on social tariffs in some cases and that there was incorrect information about the deals on some.

Urgent review

The organisation has raised the concerns with providers and asked them to review the relevant web pages as a matter of urgency to ensure the information is accurate, clear and understandable for consumers.

It has also urged Talk Talk and O2 to introduce social tariffs to the broadband and mobile markets, expecting them to waive fees for any customers who want to switch providers to access one in the meantime.

Ofcom’s Communications Affordability Tracker has shown that 29% of households reported difficulty affording their communications services.

The organisation said that as of January 2023, 29% of households – approximately 1.8 million – reported an affordability issue in pay for phone, broadband, pay TV or streaming bills. In addition, 6% with broadband and 8% with mobile found it difficult to afford their service, with the figures rising to 11% and 17% respectively for those on government benefits.

Which? has contributed to the campaign with a new guide rounding up eligibility criteria and the steps people need to take to move to a social tariff with each of the major broadband providers.

Outrageous concealment

Its director of policy and advocacy, Rocio Concha, said: “With millions of households across the country struggling to make ends meet, it's outrageous that some providers continue to conceal their social tariffs from customers.

“Broadband providers need to step up their efforts to promote their social tariffs to low-income consumers and ensure people aren't missing out unnecessarily. They must also make sure customers do not have to pay any Early Termination Charges to move to another firm’s social tariff.”

Ofcom’s group director, network and communications, Lindsey Fussell, said: “Millions are still missing out on superfast speeds for super low prices – with many not aware they even exist.

“We’re urging anyone who thinks they could be eligible for a discount deal to contact their provider today and potentially save hundreds of pounds. Providers should also do much more to help these customers find and access these deals, at a time when these savings could make a massive difference.”

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