15,000 people join Which? to tackle phone companiesFixed should mean fixed on phone contracts

31 July 2012

Fixed means fixed logo

In the first fortnight since Which? launched its Fixed Means Fixed campaign, more than 15,000 consumers have joined us in calling on Ofcom to take action.

Which? research found that 70% of customers with a fixed term mobile phone contract did not realise that companies could increase the prices during the term.

Richard Lloyd, executive director of Which?, said: 'The regulator and mobile phone companies must not ignore the thousands of people who want them to play fair. Consumers must be confident that fixed really does mean fixed.'

Thousands of complaints

In the last eight months, Orange, T-Mobile, Vodafone and Three have all raised their prices for existing contract customers. Those customers are unable to leave their contract, and are locked in to paying a price higher than it was when they agreed to the term.

Which? is calling on consumers to support the campaign to encourage Ofcom to take swift and decisive action on the issue. We want companies to understand that 'fixed' should truly mean 'fixed' – in price as well as contract term.

During the price rises, Which? Conversation received more than 1,700 comments from frustrated consumers, who were unaware that the contract terms allowed mobile companies to vary their prices.

One commenter thought they should have been given the option to leave: 'What is the point of having a contract if the company can vary it? ... As far as I am concerned you have changed my contract and therefore I should have the option to leave.'

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