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Half of homes could boost their broadband


Half of homes could boost their broadband Add to Your Pages

14 December 2018

Millions could get faster internet today without paying more, research reveals

Providers must tell customers about their best deals, under planned new rules

Ofcom also announces review of broadband pricing for loyal customers

And consumer campaign launches to help you Boost Your Broadband

Half of British households could switch to faster broadband today, Ofcom has found, as it announces a range of action to protect loyal broadband customers and help people get a better deal.

Ofcom figures show that 94% of UK homes and offices can now get superfast broadband, but less than half have taken it up.

And many people are paying more than they need to. Around four million households with old-style, basic broadband have passed their initial contract period and could switch to superfast for the same or less money than they currently pay.

So Ofcom is announcing a range of measures today to help people get the best deal.

Clearer information. We are proposing that, from next year, broadband companies as well as mobile, landline and pay-TV providers will have to tell customers about their best available deal, both when their deals are coming to an end, and every year after that if they don't change their deal.

Reviewing broadband prices. We are launching a review of broadband companies' pricing practices examining why some customers pay more than others, and whether vulnerable customers need extra protections to ensure they get a good deal.

Consumer campaign. A major new information campaign and website, Boost Your Broadband, launches today. Backed by consumer champion Gloria Hunniford OBE, the Government's Department for Digital, Culture, Media and Sport (DCMS), Department for Business, Energy and Industrial Strategy (BEIS) and consumer body Which?, the website uses Ofcom data to tell people what broadband they can get in their area, and offers impartial advice on how to find the best deal today.

The broadband market is highly competitive, with superfast broadband packages now available from around 20 a month. But while eight in ten broadband users are happy with their service, Ofcom wants to ensure the market works for everyone.

Sharon White, Ofcom Chief Executive, said: 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.

Alerting customers to the best dealUnder new rules proposed by Ofcom today , broadband companies as well as mobile, landline and pay-TV providers must alert customers about the best deal or tariff' they can offer. They must do so when any discounted deal customers are on is coming to an end, and also every year for longstanding customers who have stayed with them.

These measures, which build on proposals announced by Ofcom in July, will help give customers the information they need to save money, which could include shopping around and changing their provider.

Fair deals for customersIn addition to these new customers alerts, Ofcom has today commenced a detailed review of pricing practices in the broadband market.

We are concerned some customers are paying more than others for similar or worse services, particularly when introductory offers have passed. For example, we estimate that customers who take a landline and broadband service together are paying an average of 19% more once their discounted deal has expired.

So our review will examine how companies change prices for customers over time, and who this most affects. Where we see evidence of harm, we will act to protect consumers particularly those who may struggle to engage in the market.

In addition, we are currently reviewing how mobile operators charge their customers for handsets, when these are bundled with airtime in a single contract, and expect to publish findings next year.

Customers urged to Boost Your Broadband

Finally, to help people get the best broadband deal for them today, Ofcom has launched Boost Your Broadband, an information campaign and website backed by consumer champion Gloria Hunniford OBE, DCMS, BEIS and consumer body Which?

The campaign aims to demystify the broadband market, particularly for people who might be daunted by the choice on offer.

By following three simple steps at, broadband users can check their options, decide what they need and get clear, independent advice on how to go about getting the best broadband deal for them. This is how it works:

Enter your postcode to see what type of broadband standard, superfast or ultrafast is available at your address. This checker draws on Ofcom's latest, authoritative information.

Decide what you need by seeing what kind of broadband user you are.

Speak to your provider armed with information on what to ask for, and how to get the best deal. Or shop around to see what deals other providers offer.

Gloria Hunniford OBE, said: Millions of people could boost their broadband in the run-up to Christmas, when lots of families really need the internet. So I'm encouraging people to visit the new website, which offers independent advice on how to get the best deal and possibly a faster service from your broadband company, with a single phone call.

Margot James MP, Digital Minister, said: Our rollout of superfast broadband is reaching thousands more homes and businesses every week and millions of people across the UK can now enjoy the clear benefits that superfast broadband provides. This is a welcome, positive step by Ofcom and I urge people to visit the website, check what services are available in their local area and then see if they can get a better deal.

Kelly Tol
See more stories from ofcom

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