Which? response to Ofcom’s decision to allow customers to exit their fixed mobile contract without penalty if their provider increases the cost of their monthly deal

Which? executive director Richard Lloyd said: 

“Today’s announcement from Ofcom is an overwhelming victory for the 59,000 people who joined our campaign calling for fixed to mean fixed on mobile phone contracts. Consumers told us price hikes on fixed contracts were unfair, and now people will be able to leave these contracts and switch to a cheaper provider without being hit by extortionate exit fees.” 

Notes to Editors

Today’s announcement from Ofcom follows an official complaint from Which? to the regulator, after we had seen a number of the biggest mobile phone operators unfairly relying on small print to raise their prices on fixed contracts.

The Fixed Means Fixed campaign, which started in July 2012, called on Ofcom to allow customers to leave fixed contracts without penalty if their price was hiked. Our research found that 70% of people on fixed mobile contracts did not know that mobile phone companies could increase prices during the length of their contract. We also undertook mystery shopping in phone shops which showed assistants routinely giving customers incorrect information on whether fixed contract prices could rise.

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