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Campaigns | Mobile phone contracts

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EE's chief exec responds to your emails

9th July

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 announces ‘fixed price contract promise’

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.


New rules to ensure Fixed Means Fixed

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.


Mobile customers are still baffled by RPI price rises

Ahead of the results of Ofcom’s consultation, our latest research has found that most of us don’t know the rate our so-called ‘fixed’ mobile phone contract can increase by. Sign our petition to make sure that Ofcom sticks to its guns.


You voted ‘No’

10th July

‘Hi, we’re Virgin Mobile and we’re putting prices up by 2.9%’

Virgin Mobile is increasing its prices by 2.9%. For new customers? No, for existing customers locked into fixed contracts. Our digital campaigner, Patrick, laments this latest price rise.

Tesco Mobile is our Best Telecom Services Provider 2013

Tesco Mobile wins our Which? Award 2013 for Best Telecom Services Provider. It topped the podium thanks to high customer scores and its pledge not to raise prices for customers mid-contract. We'd still like to see this clearly stated in its T&Cs.

Talkmobile joins the price rise gang

Talkmobile, owned by Carphone Warehouse, announces an up to 3% price rise for its fixed contract customers. Described as a ‘small change to the price of your pay monthly mobile tariff’, the rise will hit customers from 1 June 2013.

EE announces price rise for Orange and T-Mobile customers

Citing ‘rising business costs’ EE is increasing prices by 3.3% for Orange and T-Mobile customers. We estimate these customers will collectively pay almost £52m extra per year. Our digital campaigner Patrick argues that fixed should mean fixed.
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