The UK regulator introduces new rules to facilitate mobile and broadband customers in switching.
More fairness for UK customers: On 27 October 2020, Ofcom introduced new rules to protect customers in line with its ‘fairness for customers’ principle. The rules reflect the implementation of the European Electronic Communications Code (EECC), that the UK is adopting despite leaving the EU.
No more locked phones: The new rules stop operators from selling locked mobile phones as of December 2021. Mobile providers in the UK have typically sold locked handsets, with EE, Tesco Mobile and Vodafone still doing so. If a customer wants to unlock them, this often involves a cost, and sometimes a difficult process. Ofcom notes that some 35% of customers who decided not to switch providers were put off by their device being locked.
Broadband customers will also have easier ways to switch: From December 2022, Ofcom is banning notice period charges beyond the switch date, meaning customers will not pay for the full length of the notice period if the switch has occurred ahead of the end of that period. From June 2022, customers will also have a right to exit the contract if providers make changes without previously telling them, and if the changes are not to their advantage.
A new scheme for comparison tools: Ofcom currently runs a voluntary accreditation scheme for comparison services which help customers choose between different deals. Since the EECC mandates that an independent comparison tool must be available to customers for free, Ofcom is amending the requirements of the accreditation scheme to ensure comparison tools are accurate, open to any provider, and report correct information.
