Response to Ofcom’s announcement on protecting consumers against unexpected mid-contract price rises

Which? executive director, Richard Lloyd, said

“This is good news for mobile phone customers, and the 60,000 people who supported our campaign against unfair price rises in fixed contracts. People can now be confident that the price really will be fixed when they sign a mobile contract, or they can walk away without a steep penalty if faced with a hike.  

“We’ll be keeping a close eye on the mobile phone industry to make sure it follows this guidance and gives customers clear information about contracts at the point of sale.”

Notes to Editors

Our Fixed Means Fixed campaign called on Ofcom to allow customers to leave fixed contracts without penalty if their price was hiked during the contract’s duration. We also undertook mystery shopping in phone shops which showed assistants routinely gave customers incorrect information about the details of their fixed phone contract.


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