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15 May 2019

Phone and broadband providers to send end-of-contract alerts to customers

Telecoms providers will soon have to notify customers that their contract is ending

Broadband, phone and pay-TV providers will be required to notify customers when they are close to the end of their contract, after telecoms regulator Ofcom set out plans for new rules to improve transparency.

Providers will be required to contact customers between 10 and 40 days before the end of their contract date to alert them. The provider will then be obliged to alert customers again annually, if they do not take any action.

If you are out of your contract, use Which? Switch Broadband to find the best broadband deals where you live.

What will my provider tell me?

The rules, which apply to pay-TV, broadband, mobile and landline providers, also obliges companies to notify customers about the price they are currently paying, the end date of their contract, any change to the price when the contract ends and the current best deals offered by their provider.

Ofcom says consumers are losing out by being loyal to the same provider and staying out of contract, and that this information can help to change current consumer behaviour around switching to become more proactive.

20 million customers to benefit from new changes

Ofcom's figures suggest that nearly nine million broadband and TV and broadband bundle customers are collectively overpaying by £1bn each year because they are out of contract. It believes the new rules could benefit as many as 20 million customers.

Across the sector, Ofcom found that more than 10 million customers are in deals which have an automatic price increase after the contract ends. Our analysis of broadband prices found that the price of the average deal rose by 28% after the introductory contract period ended.

Which? supports Ofcom's proposal to introduce notifications

We support Ofcom's proposal to introduce notifications as a way to help people make informed decisions about their telecoms services.

Natalie Hitchins, Which? Head of Home Products and Services, said: 'Until now many customers have found themselves paying over the odds for staying with their provider after their initial contract has ended - so notifying people in advance that they may be about to be hit by these poor value rolling tariffs is a step in the right direction.

'Providers should be fighting hard to show that they deserve to hold on to their customers, not hitting them with an unexpected price hike the minute their contract is up.

'Anyone nearing the end of a contract should compare prices to see if there is a better deal available - switching suppliers could potentially save you hundreds of pounds a year.'

How Which? can help you save on your telecoms bills

At Which? we do all we can to support consumers with quality advice across the entire range of provider services.

Our regular surveys reveal the best broadband providers, the best mobile networks and the best broadband and TV providers, and cover everything from customer service to value for money to assess which providers deserve your business.

If you are looking to save on a new broadband package, use Which? Switch Broadband to find great broadband deals, such as the £100 Amazon voucher Vodafone is currently offering on its packages. If you are thinking of switching, don't forget to haggle with your broadband provider to see if you can improve your current deal.