OFCOM: How to FREEZE your Broadband inflation price rise without switching

Bronvahl

I was disappointed to see the offers on Broadband today, they all seem to be up-sells to 60mb+ because all lower speed deals are magically priced at the same £19 or thereabouts, well I was not going to do be conned into that.

I decided to follow the advice of  Cristina Luna-Esteban, Ofcom’s Director of Telecoms Consumer Protection who featured on LBC Consumer Show with Dean Dunham in Ask OFCOM segment.

https://www.lbc.co.uk/ask/dean-dunham-asks-ofcom-what-lbc-listeners-want-to-know/

The situation is that if your supplier did not make it "clear, transparent and prominent" that there would be an inflation price rise when you signed up, then you can challenge the price rise under the Consumer Rights Act 2015 which says consumers must be made aware of key terms.  Note that transparent is in terms but prominent means must be specifically highlighted to you.

If it was not made clear to you in a prominent way then the price hike is an unfair contract term

https://www.legislation.gov.uk/ukpga/2015/15/part/2/enacted

So I got on the phone to my supplier, said I was rejecting their price rise as it was not made clear in a transparent and prominent way when I took out the contract, I told them that unless they immediately agree to freeze the price at current level can they please provide a deadlock letter so I can take this to ADR or Court.  They put me on hold for just 30 seconds and agreed to freeze the price to the end of my contract.

Interestingly my brother took a different approach, he called his existing supplier (different to mine), told them he was leaving because of the price rise, got transferred to retention dept and once he was very clear that he was leaving they first tried to up-sell him, he dismissed that and said he wanted to terminate. They said he could not because he was still in contract and he told them it was not made clear in a transparent and prominent way when he took out the contract that there would be a price rise in April.  He said they can sue him, he will go to ADR and then to Court.  They came back with a deal a little bit cheaper than he was paying now.

These are the two ADR scheme for broadband, check your suppliers website before you call so you can name drop, the alternative dispute resolution (ADR) schemes are Communication & Internet Services Adjudication Scheme (CISAS) and Ombudsman Services(OS).

You can also use this method to break your current contract and get one of this weeks MSE deals.

I noticed that MSE is now listing next to the BB deals that price is frozen until April 2024, so it is unlikely you will be able to use this next time. 

To be honest this was one of the reasons I did not buy one of this weeks MSE deals, like Consumer Lawyer Dean Dunham I totally object to a fixed term contract having a price increase mid-term.  If they had frozen for the life of the contract I would have probably taken Virgin deal as I prefer account account credit to Shell's offer of Amazon vouchers.  This weeks deals are at link below but I would not touch them with a barge pole.

https://www.moneysavingexpert.com/broadband-and-tv/cheap-broadband/

Dean Dunham is fighting these price rises so if any supplier does not budge, use the ADR process and let him know, his website is below

https://theconsumerlawyer.blog/

or if you use twitter

@DeanDunham.

GOOD LUCK!!

southsidergs

Bronvahl said:

The situation is that if your supplier did not make it "clear, transparent and prominent" that there would be an inflation price rise when you signed up, then you can challenge the price rise under the Consumer Rights Act 2015 which says consumers must be made aware of key terms.  Note that transparent is in terms but prominent means must be specifically highlighted to you.

LOL, the supplier websites make it totally clear when you're signing up so stopped reading the rubbish after this pointless info

Ryan_Holden

southsidergs said:

Bronvahl said:

The situation is that if your supplier did not make it "clear, transparent and prominent" that there would be an inflation price rise when you signed up, then you can challenge the price rise under the Consumer Rights Act 2015 which says consumers must be made aware of key terms.  Note that transparent is in terms but prominent means must be specifically highlighted to you.

LOL, the supplier websites make it totally clear when you're signing up so stopped reading the rubbish after this pointless info

Why so hostile?

Not everyone signs up on the internet.

southsidergs

Yes but if they sign up, over the phone it should be mentioned during the process (certainly was with me) so it seems utterly pointless time wasting advice for nothing IMO

For example the customer not listening in full to t&c's isn't it not being clear & transparent

Bronvahl

southsidergs said:

Bronvahl said:

The situation is that if your supplier did not make it "clear, transparent and prominent" that there would be an inflation price rise when you signed up, then you can challenge the price rise under the Consumer Rights Act 2015 which says consumers must be made aware of key terms.  Note that transparent is in terms but prominent means must be specifically highlighted to you.

LOL, the supplier websites make it totally clear when you're signing up so stopped reading the rubbish after this pointless info

Yeh why so hostile, makes me realise why I stopped visiting this website, lots of nasty little trolls.

If you disagree with the head of OFCOM and one of the most prominent consumer lawyers in the UK then obviously we must all bow to your angry response.

The FACT is that even on the internet it is not made prominently clear.

I was not even asked for evidence I simply had to mention it and my brother told me he did not either, although his up-sell experience was tedious and long.

If I help just one person it will be good, I am happy for you to continue paying the max.

freeganneist

I found the original post very useful. Thank you

Bronvahl

Thanks @freeganneist it is great to make a difference.