Ofcom wants broadband firms to do more to help customers pay their bills

Date:
Thu, 17 Mar 2022 15:18:12 +0000

Description:
Ofcom wants greater awareness of social tariffs and more support for those struggling to pay.

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Ofcom says broadband providers should offer more assistance to those struggling to pay their bills and ensure customers have as much information
as possible about any initiatives that can help them.

The regulator says that in light of the growing importance of connectivity to society, education, and work, coupled with the anticipated increase in living costs over the next 12 months, providers should take steps to ensure that no one is left behind by not having access to the Internet.

Research shows that around 1.1 million households (5% of the UK) struggle to afford their broadband service, a figure which rises to one in ten among the lowest income households. Ofcom broadband affordability

Under new proposals published today, broadband providers should actively
offer and promote social tariffs to those who are eligible. Only 84% of those eligible for the tariffs are aware of their existence, and Ofcom is
frustrated at the lack of awareness.

Meanwhile, providers will also be urged to reach customers through as many methods of communication as possible to increase the chance of getting in contact.

Ofcom also wants firms to work more closely with debt charities and to signpost free advice, wile it adamant that service restrictions or disconnections in a bid to force payment should be avoided.

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Ofcom wants mobile operators to help people pay their bills

It wants providers to understand a persons circumstances before taking action or instructing debt collection services to seek payment and says any agency used should have strong policies for treating customers fairly.

Phone and broadband are vital to our lives, but many households budgets are being seriously squeezed, said Lindsey Fussell, Ofcom network and communications group director. So, its crucial that people who are struggling to afford their bills get the support they need.

Weve set out clear expectations on the steps providers should take, and well be keeping a close eye on firms to make sure theyre treating customers
fairly. If you're looking for something cheaper then here are the best broadband deals



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Link to news story: https://www.techradar.com/news/ofcom-wants-broadband-firms-to-do-more-to-help- customers-pay-their-bills/


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