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Ofcom Investigates Unexpectedly High UK Broadband Data and Phone Bills

Posted: 10th May, 2011 By: MarkJ
uk money pound signofcom ukThe communications regulator, Ofcom UK, has today called upon consumers to inform them if they have received a "higher than expected" mobile, landline or broadband ISP bill within the past 12 months. The results could be used to form new rules that would protect consumers against bill shocks.

According to Ofcom's own research, 5% of people with landline (home phone) connections received an unexpectedly high bill over the past 12 months, with 9% of those suffering a bill of over £100 more than expected. Just 3% of fixed line broadband ISP customers had been hit by a higher than expected bill.

Even mobile customers, which should now benefit from tougher EU roaming laws and data / price restrictions, were still found to receive unexpectedly high bills. Some 6% of UK consumers received an unexpectedly high mobile phone bill and 18% of those people had a bill of over £100 more than expected.

Ofcom Statement

Ofcom would like to hear from consumers that have received a one-off unusually higher than expected mobile, landline, or broadband bill in the past 12 months, to consider whether there is a need for further action either by Ofcom or by communications providers. Ofcom is also talking to communications providers about the steps they already take to protect their customers from unexpectedly high bills.

As well as responses from individual consumers, Ofcom would also like to hear from other interested stakeholders. Ofcom will consider all responses to the Call for Inputs, and information gathered from communications providers in order to better understand the issues around unexpectedly high bills.

Ofcom's investigation appears to be primarily focused towards landline and mobile customers, although concerns were also raised about the potential for excessive broadband usage charges.

Meanwhile consumers in Market 1 areas (UK regions where only a single primary ISP, such as BT, is present) are probably still more annoyed by the fact that they have to pay more for an inferior service. Sadly Ofcom won't be looking at that.

So if you have recently been faced with any bills for unexpected costs then let Ofcom know about it before 14th June 2011 deadline. Further details can be found at the link below, including how to respond.
Ofcom's Unexpectedly High Bills Consultation
http://stakeholders.ofcom.org.uk/consultations/unexpectedly-high-bills/
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