More than 5,600 of you emailed EE's chief executive, Olaf Swantee, asking him to reconsider price rises during fixed contracts. Thanks to you, Olaf agreed to meet us and talk about the issue. Here's his message to you:
‘I’d like to thank Which? for the chance to sit down together to talk about our shared goal of giving customers the best overall value and experience. At EE, we’re investing £1.5 billion to build the UK’s best network by upgrading our 2G and 3G coverage and rolling out superfast 4G. And we’re investing to bring 1,000 customer advisor roles back to the UK to further improve customer service.
‘While we make big investments to provide our customers the UK’s biggest, fastest and most reliable network, we equally want to give customers great value and make sure they are clear on the amount of their monthly plan throughout their contract. Following Which?'s Fixed Means Fixed campaign, we've introduced, we’ve introduced changes and are now providing new customers with improved choice and transparency in all our pay monthly plan pricing.
‘We now explain when customers sign up or renew their contract that the price of our pay monthly plans will increase once a year in line with inflation (the Retail Price Index, or RPI) to cover increases in the costs of running the UK’s best network. Alternatively, customers can select to “Fix Your Monthly Plan”– typically for less than £1 a month – so they have certainty over the cost of the plan throughout their contract.
‘We hugely value the feedback from our customers and Which? and have introduced these changes so our customers have complete choice and transparency to decide what’s right for them. We look forward to continuing to work with Which? to provide the best overall experience for our customers.’
Vodafone has decided to do the right thing by its customers and has announced it will follow the spirit of Ofcom’s new ‘fixed means fixed’ rules.
Ofcom’s new rules to protect you from surprise mid-contract price rises will come into effect tomorrow. This win is thanks to your support for our Fixed Means Fixed campaign.