Ofcom - Helping consumers to get better deals in communications markets: mobile handsets - Which? response

Summary

 Which? supports the measures set out by Ofcom to ensure that customers are treated fairly when their mobile contracts end and do not face barriers to fully engaging in the market. ​​​​

• We support the proposals for the swift implementation of relevant European Electronic Communications Code (EECC) provisions removing the linking of split contracts. This will help reduce barriers to switching mobile provider.
• Which? believes that the current practice of continuing to charge for the handset after it has been paid off must come to an end. While we welcome the work that Ofcom has undertaken to reach voluntary agreements with some providers, we are disappointed that up to 20% of out of contract consumers with bundled contracts will be unable to benefit from these measures. We are concerned that this is inconsistent with Ofcom’s fairness commitments that all mobile network operators signed up to. 
• We support Ofcom’s plans to further explore what information would be useful to consumers to receive at the end of the minimum contract period, beyond End of Contract Notifications (ECNs). Ofcom should monitor the information provided to consumers and ensure that it is successfully delivering the desired outcomes.