Government agrees measures with telecoms companies to support vulnerable consumers through COVID-19

Government agrees measures with telecoms companies to support vulnerable consumers through COVID-19

BSG welcomes the conclusion of a collaborative initiative between the UK major telecoms providers, the Digital Secretary and Ofcom which targets customers in need additional support to stay connected during the current pandemic. Yesterday’s announcement sets out a number of substantial commitments to support and protect vulnerable consumers and those who may become so arising from changes in circumstances brought on by Covid-19. These measures build upon, and reinforce, the Stay Connected campaign launched last week.

The UK’s major internet service and mobile providers, namely BT/EE, Openreach, Virgin Media, Sky, TalkTalk, O2, Vodafone, Three, Hyperoptic, Gigaclear, and KCOM have all agreed the following measures, effective immediately:

  • All providers have committed to working with customers who find it difficult to pay their bill as a result of Covid-19 to ensure that they are treated fairly and appropriately supported.
  • All providers will remove all data allowance caps on all current fixed broadband services.
  • All providers have agreed to offer some new, generous mobile and landline packages to ensure people are connected and the most vulnerable continue to be supported. For example, some of these packages include data boosts at low prices and free calls from their landline or mobile.
  • All providers will ensure that vulnerable customers or those self-isolating receive alternative methods of communication wherever possible if priority repairs to fixed broadband and landlines cannot be carried out.

The ability of operators to arrive at common commitments will help ensure those in greatest need of support stay connected, and augments a range of bilateral measures offered by the individual providers to their customers affected by circumstances arising from Covid-19.

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