April 6, 2020

The Government, Ofcom and the telecommunications industry have issued a joint statement on how to support vulnerable customers through COVID-19.

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 commitments, 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 are 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; and
• 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.

These commitments are in addition to a range of supportive measures offered by the individual providers to their customers affected by circumstances arising from Covid-19. To read the joint statement in full, click here.