{"id":40384,"date":"2024-12-14T00:01:52","date_gmt":"2024-12-14T00:01:52","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=40384"},"modified":"2024-12-13T13:59:27","modified_gmt":"2024-12-13T13:59:27","slug":"uk-isp-home-telecom-adopt-new-pricing-policy-for-mid-contract-hikes","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/12\/uk-isp-home-telecom-adopt-new-pricing-policy-for-mid-contract-hikes.html","title":{"rendered":"UK ISP Home Telecom Adopt New Pricing Policy for Mid-Contract Hikes"},"content":{"rendered":"

Customers of internet provider Home Telecom<\/a>, which is part of the wider Telecom Acquisitions<\/a> (TAL) group that also includes several other UK ISP brands (No One, Leetline, Fleur Telecom, Eclipse Broadband etc.), have this week begun to receive emails notifying them of a change that will make their “annual price increase simpler<\/em>“.<\/p>\n

The email itself, which was also sent to customers on some of Home Telecom \/ TAL’s other ISP brands, didn’t include much in the way of detail and largely just redirected people to check their T&C documents. This is perhaps a bit unusual, as providers are normally expected to put a little more effort in to clearly communicating major changes, especially when it involves a price change (simply nudging people to read the small print isn’t always enough).<\/p>\n

The provider’s previous T&C’s did include a policy on annual price rises, which increased prices each April by the “Retail Price Index (RPI) rate of inflation at that time<\/em>“. But it appears as if Home Telecom uploaded a new set of terms on 1st October 2024 and are now notifying their customers about the change.<\/p>\n

Home Telecom’s Customer Email<\/strong><\/span><\/p>\n

Hello XXXXXXXXXXXX,<\/p>\n

We’re getting in touch to let you know we\u2019ve made some changes to our Terms and Conditions, specifically, making the annual price increase simpler. If you would like to read them click here<\/a>, or visit our website, www.hometelecom.co.uk where a link can be found on the footer of every page.<\/p>\n

These terms and conditions will be in effect from January 15th 2025. You don\u2019t need to do anything, by using your service after that date you are agreeing to the new terms.<\/p>\n

Thank you for being a Home Telecom Customer,<\/p>\n

Kind Regards,<\/p>\n

The Home Telecom Team<\/p><\/blockquote>\n

The new T&Cs, once you find the relevant reference to “7.12 Agreed Annual Price Adjustment<\/em>“, actually don’t contain much detail and instead direct customers to hunt out the “Tariffs and Charges document on the website<\/em>“. Oddly, Home Telecom chooses not to include a direct link to that document within clause 7.12 itself, but they do include several other links earlier on the same page (here<\/a>).<\/p>\n

The Tariffs and Charges document doesn’t, on the surface, do a particularly good job of clearly setting out what’s changed (i.e. no before vs after). But the bit on page 3 for “Annual Price Increase – We increase the price on all our tariffs on 1st April each year<\/em>“, does include a solitary figure of \u00a33, albeit without clarifying whether that’s \u00a33 extra per year or \u00a33 extra per month. We’ll assume it’s the latter because that’s in keeping with what other ISPs have been adopting. But HT could be doing a better job on the communication front here (i.e. next time, just put this all clearly in the email).<\/p>\n

The situation did cause a bit of initial confusion for some of No One’s customers, as quite a few of them had not previously been subject to mid-contract hikes and were still within the minimum term of their original contracts. But the provider has since confirmed that the change is being applied to everybody and that customers “have a 30 day period where you can cancel without penalty due to these changes<\/em>” (detail that should have been in their email).<\/p>\n

“I just got through to Home Telecom CS again and they confirmed that all customers are having T&Cs changed. I was then transferred to Home Telecom retentions who confirmed ‘Right of Exit’ without Penalty as per Ofcom<\/a> rules and have cancelled<\/em>,” said Jon (HT customer) to ISPreview. A similar discussion also cropped up on Reddit<\/a>, which confirms the same policy.<\/p>\n

Why the Change?<\/strong><\/span><\/h3>\n

The new policy is of course intended to reflect Ofcom<\/a>’s earlier move to BAN broadband ISPs and mobile operators from doing mid-contract price hikes that are linked to confusing inflation and percentage-based changes (here<\/a>). BT<\/a>, Plusnet<\/a>, EE<\/a>, TalkTalk<\/a>, Vodafone<\/a>, Virgin Media<\/a>, Three UK<\/a> and other providers have already adopted a similar approach, albeit with some variations.<\/p>\n

The change was never designed to stop mid-contract hikes completely (it\u2019s more about making future pricing clearer and simpler), but it did require providers to tell customers precisely what any future price increases would be when they sign-up \u201cin pounds and pence<\/em>\u201c. This rules out changes to core subscription prices that are linked to unknown future inflation values or percentages.<\/p>\n

For example, BT<\/a> will also increase the monthly prices of their broadband customers by \u00a33 from 31st March 2025. But this approach does have its flaws, such as with the fact that it will hit cheaper entry-level packages harder than more expensive ones (this is not very proportional). The fact that providers can specify a specific rise ahead of time will also do little to dampen calls for an outright ban on mid-contract hikes in favour of fixed term pricing.<\/p>\n","protected":false},"excerpt":{"rendered":"

Customers of internet provider Home Telecom, which is part of the wider Telecom Acquisitions (TAL) group that also includes several other UK ISP brands (No One, Leetline, Fleur Telecom, Eclipse Broadband etc.), have this week begun to receive emails notifying them of a change that will make their “annual price increase simpler“.<\/p>\n","protected":false},"author":1,"featured_media":38962,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-40384","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/113648246629713864","error":""},"yoast_head":"\nUK ISP Home Telecom Adopt New Pricing Policy for Mid-Contract Hikes - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Customers of internet provider Home Telecom, which is part of the wider Telecom Acquisitions (TAL) group that also includes several other UK ISP brands\" \/>\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\/2024\/12\/uk-isp-home-telecom-adopt-new-pricing-policy-for-mid-contract-hikes.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"UK ISP Home Telecom Adopt New Pricing Policy for Mid-Contract Hikes - 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