Consumer protection and the Telecoms Access Review

At the recent Media, Telecoms and Beyond conference [1], BT Chief Executive Alison Kirkby said the UK was experiencing a ‘once in a generation’ upgrade to our digital infrastructure. 

This upgrade will enable consumers to benefit from future innovations and accelerate the digitisation of society and the economy. The deadline for submissions to Ofcom’s consultation on the Telecoms Access Review has now passed, but there remains an urgent need to ensure that consumers without a gigabit capable connection, or consumers facing barriers to move to full-fibre, are given sufficient protection and support throughout this transition.

According to Ofcom, four years ago less than 25% of premises had a full-fibre connection; now, this has risen to around 70% [2]. The pace of deployment has been swift, and data from telecoms providers demonstrates that the Wholesale Fixed Telecoms Market Review 2021-26, has encouraged significant build in full-fibre networks [3]. Now, the regulator has set out its approach for the regulation of wholesale broadband markets over the next five years through the Telecoms Access Review (TAR) 2026-31 [4].

The review prioritises stability and consistency which is welcome in the short term, but the review signals some thornier and complex issues over the longer term. These complexities are animated by considering how best to support customers facing barriers to migrate from copper to full-fibre and the approximately 100,000 premises [5] who may remain unable to access a gigabit capable connection, even by 2030.

For some, the transition could risk higher broadband bills if they remain without an ultra fast internet connection. Ofcom is proposing that Openreach can designate some premises as excluded from copper withdrawal but still proceed with retiring the copper network within a wider exchange area. But it is unclear how long consumers would continue to benefit from price protections on legacy copper services. Over time, some customers may remain unable to access FTTP but charge controls on legacy copper services will eventually be removed, leading to higher retail prices. For premises in rural and remote areas, access to mobile or satellite connectivity can be unreliable or expensive; a report from the National Farmers Union found that 76% of farmers experienced unreliable mobile signal on their farms [6], and satellite broadband installation costs can run up to £300 with monthly subscription costs starting at £20 and rising to more than £100 [7]. So as Ofcom develops its regulatory approach we hope they can provide clearer assurances for copper broadband customers that they will not bear the brunt of higher potential costs.

The ongoing upgrade of the analogue Public Switched Telephone Network (PSTN) network also underscores that the copper network retirement must support customers who require essential voice and telecare services. Ofcom, Openreach and ISPs have a critical role to play in identifying customers who utilise their copper broadband connection for essential purposes. As a necessary safeguard, Ofcom must ensure that Openreach and internet service providers (ISPs) can certify that no known vulnerable customers are left without a viable FTTP or alternative solution prior to the copper network being withdrawn in an area.

As we race towards a full-fibre future, it is imperative that all customers can access affordable and reliable connectivity as an essential component of everyday life. We hope that Ofcom provides assurances for consumers unable to access FTTP, and those that need copper broadband for essential purposes, that they will be properly supported throughout this important transition.

Footnotes

 [1] Deloitte and Enders Analysis, Media and Telecoms Conference 2025 ↑

 [2] Ofcom (2025) Ofcom propels full fibre rollout revolution into final phase ↑

 [3] ibid ↑

 [4]  Ofcom (2025) Telecoms Access Review ↑

 [5] UK Parliament (2021) Parliamentary Question for DCMS  ↑

 [6] NFU (2024) NFU survey reveals connectivity issues still holding back farmers ↑

 [7] Which? (2024) What is satellite broadband? ↑