{"id":33492,"date":"2023-01-23T10:09:51","date_gmt":"2023-01-23T10:09:51","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=33492"},"modified":"2023-01-23T13:34:26","modified_gmt":"2023-01-23T13:34:26","slug":"ofcom-probes-uk-isp-bt-over-clarity-of-customer-contract-info","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/01\/ofcom-probes-uk-isp-bt-over-clarity-of-customer-contract-info.html","title":{"rendered":"Ofcom Probes UK ISP BT Over Clarity of Customer Contract Info."},"content":{"rendered":"

The UK telecoms and media regulator, Ofcom<\/a>, has this morning opened an investigation into broadband ISP and telecoms giant BT<\/a> (including subsidiaries EE<\/a> and Plusnet<\/a>), which focuses upon their compliance with its obligation to provide customers with clear and simple contract information before they sign up to a new deal.<\/p>\n

The case actually represents somewhat of a merger and continuation of the investigation that Ofcom<\/a> launched into EE<\/a> last October 2022 (here<\/a>), which focused upon the exact same issue. During the course of that probe, Ofcom<\/a> received new information, which gave them “reason to suspect that Plusnet<\/a> – another BT<\/a> subsidiary – may also have failed to comply with these requirements<\/em>.”<\/p>\n

The regulator’s position is thus that, if EE<\/a> and Plusnet<\/a> might have breached the rules, then the same could also be true of BT<\/a> – all three are now to be investigated.<\/p>\n

A Quick Recap<\/strong><\/span><\/h3>\n

The market regulator introduced a number of new consumer protection measures on 17th June 2022<\/strong> (here<\/a>). The relevant change (General Conditions<\/strong> C1.3 to C1.7 and C5.16) for today’s case is the one that requires broadband and mobile operators to provide customers with a short, one-page summary of the main contract terms before entering a contract, including clear examples of how any price increases will affect the price they pay.<\/p>\n

The change was designed to help people avoid being caught out by surprise price rises, which is particularly important because it comes at a time when household budgets are under heavy strain. The summary must also include key information about the broadband speed of the service, price, and length of the contract. It also requires firms to set out the terms and conditions if a customer decides to end their contract early.<\/p>\n

Customers with disabilities can also request to receive the documents in an accessible format (e.g. large print or Braille).<\/p>\n

Ofcom’s Statement<\/strong><\/a><\/p>\n

On 4 October 2022, Ofcom opened an investigation into EE\u2019s compliance with General Conditions C1.3 to C1.7 and C5.16 under case reference CW\/01262\/08\/22. Ofcom subsequently received information which gives it reason to suspect that Plusnet may also have failed to comply with these requirements. This investigation will therefore consider if BT has contravened General Conditions C1.3 to C1.7 and C5.16 as a result of suspected breaches by each of its subsidiaries, EE and Plusnet. We will gather further information and update this page as our investigation progresses.<\/p>\n

The investigation into EE under case reference CW\/01262\/08\/22 will now close, and any information gathered to date will be taken forward within the remit of the above investigation into BT, reference CW\/01265\/11\/22.<\/p><\/blockquote>\n

Investigations like this have a habit of being quite complex affairs, which can take a fair amount of time to complete. In that sense, the expansion of Ofcom’s original probe into EE will no doubt require even more time to reach a solid conclusion. We wouldn’t be at all surprised if the final verdict didn’t drop until sometime in 2024, although there will almost certainly be a further update on progress later this year.<\/p>\n

At the time of writing we haven’t yet had a comment from BT, although this is what an EE spokesperson told us last year, after Ofcom opened their original probe: “We want our customers to be fully informed and we make sales information upfront, clear and transparent. We are fully engaged with Ofcom during the course of this investigation<\/em>.”<\/p>\n

UPDATE 1:32pm<\/strong><\/p>\n

BT has furnished us with a comment, but it’s identical to the one they gave as EE last year (see above).<\/p>\n","protected":false},"excerpt":{"rendered":"

The UK telecoms and media regulator, Ofcom, has this morning opened an investigation into broadband ISP and telecoms giant BT (including subsidiaries EE and Plusnet), which focuses upon their compliance with its obligation to provide customers with clear and simple contract information before they sign up to a new deal.<\/p>\n","protected":false},"author":1,"featured_media":27264,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1,1645],"tags":[474,405,36,84],"class_list":["post-33492","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","category-key_uk_isp_industry_developments","tag-bt","tag-ee","tag-ofcom-regulation","tag-plusnet"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nOfcom Probes UK ISP BT Over Clarity of Customer Contract Info. - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The UK telecoms and media regulator, Ofcom, has this morning opened an investigation into broadband ISP and telecoms giant BT (including subsidiaries EE\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/01\/ofcom-probes-uk-isp-bt-over-clarity-of-customer-contract-info.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Probes UK ISP BT Over Clarity of Customer Contract Info. - 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