Providers continue to help customers struggling to pay their phone or broadband bill

In March,  providers agreed on a set of measures which included removing data allowance caps on current fixed broadband services and offering new mobile and landline packages to keep people connected. Vulnerable customers who were self-isolating could receive alternative methods of communication wherever possible if priority repairs to fixed broadband and landlines could not be carried out. Over and above this they supported the NHS, including zero-rating data access and ensuring that the new emergency hospitals had connectivity.

Ofcom recently wrote to the telcos calling on them to revisit the support against Ofcom’s vulnerability guide to ensure customers who are struggling to pay their bills during this latest lockdown period are supported. This includes offering payment holidays or deferrals and freezing additional fees and charges where customers are experiencing problem debt.