The four mobile network operators (BT/EE, Three, Virgin Media O2, and Vodafone have several measures put in place to support customers struggling with their bills due to the cost-of-living crisis, and to helping them remain connected.

For further information on many of these initiatives, please click here. We welcome the opportunity to discuss the support already available at the roundtable and to explore what more can be done, including greater awareness of such schemes.

In June, Mobile network operators, alongside the wider telecom industry came together and agreed with the Secretary of State for Digital, Culture, Media, and Sport, the Rt Hon Nadine Dorries MP, and the Chancellor of the Duchy of Lancaster, the Rt Hon Steve Barclay MP to discuss how to further protect vulnerable customers amid the cost-of-living-crisis. The group of telecoms companies included Mobile UK and its members, EE, Three, Virgin Media O2, and Vodafone, alongside other mobile companies, ISPA, and fixed-line operators.  

The telecoms industry has agreed to the following commitments:  

1. All providers commit to supporting their customers who may be struggling with the cost of living and to treat them with compassion, understanding, and as individuals.  
2. All providers commit to supporting customers struggling with their bills and to offer ways to keep them connected, such as allowing them to move to cheaper packages without charge or penalty or agreeing on manageable payment plans.  
3. All operators commit to continue to protect the connectivity of their customers known to be vulnerable as a priority.  
4. Providers - supported by Government - commit to taking steps to raise awareness of low-cost products to those claiming Universal Credit.  
5. Mobile providers commit to considering more ways to help their customers, including exploring tariffs, options to improve existing low-cost offers, and increasing the promotion of existing deals.

Commenting on the meeting, Chief Executive at Mobile UK, Hamish MacLeod, said:  

“Mobile operators welcome the commitments agreed upon today with the Secretary of State for Digital, Culture, Media, and Sport, which build on offers already in place to help the most vulnerable. We welcomed the chance to discuss with the Government not only how to raise awareness of such schemes but also to set out the further steps being taken to support those struggling with their bills.”  

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