Internet providers have ‘moral obligation’ to help customers weather cost-of-living crisis | UK News

Internet providers have a moral obligation to help customers weather the cost of living crisis, the regulator said.

More and more families are struggling with their internet bills, which are often related to inflation and are increasing this year. Along with everything else.

Ofcom’s director of communications and networks, Lindsey Fussell, told Sky News they know that people above and below the country are struggling with their bills now.

“It is essential that broadband and mobile services be affordable,” she said. “Particularly for people who are really struggling with their finances at the moment, any bill can be a problem.

“And that’s why we encourage companies to offer what we call a social tax. It’s a low-cost incentive for people in particularly difficult financial situations.

“And we certainly think it’s really ethical for telecom companies to offer these kinds of deals and make sure people know about them so people can take advantage of the good deal.” possible.”

Internet service providers have engaged with the Ministry of Culture, Media and Sports on how to assist customers through the cost of living crisis, and have pledged to help customers who are no longer able to pay. pay the bill.

But more families are turning to data banks: like food banks, but with vouchers or SIM cards for mobile internet data, helping people access the internet.

The Good Things Foundation is behind the idea.

Chief executive Helen Milner told Sky News the charity was struggling to meet demand.

“Now with the cost of living, the price of broadband, fixed or mobile, is becoming such an issue,” she said.

“We really can’t roll [our data bank service] out fast enough – the demand is huge. “

She said that while internet access has improved over the past few years, the so-called “digital divide” between those who can get online and those who cannot, is deepening.

“Those left behind are increasingly being left behind,” she said. “And often the people who are struggling and not benefiting from using the internet are the same people who are struggling financially.”

Citizens Advice warned that more than two million people did not pay their bills last year.

That could get worse.

Read more:
Households are required to pay even higher energy bills this winter
Where you live can have a big impact on how the cost of living crisis affects you

As food and fuel become more expensive, it drives up the official measure of inflation: the Consumer Price Index (CPI).

And that, in turn, pushes up the cost of things, like internet and mobile contracts, which are related to CPI and rise with inflation year on year.

That hasn’t been the case for the past couple of years when inflation was below the Bank of England’s target of 2%, but now, with inflation likely to peak at 11% this year, it’s suddenly become serious.

And it comes at a time when we rely on the internet more than ever.

Since the pandemic, much of our lives – our jobs, schools and health services – have moved online.

If you can’t get online, you usually won’t be able to apply for a job, do your homework, get benefits, or talk to a GP.

Subscribe to the daily podcast onApple Podcasts, Google Podcasts, Spotify, Speaker

Ernest Doku, telecommunications expert for Uswitch.com, said it was a necessity, just like gas and electricity.

He said they have seen a large number of people seek advice on raising bill prices.

“Especially in the last year, we have seen prices go up,” he said. “Specifically, the mid-contract prices increase, those prices are related to inflation. Those are the prices that really sting consumers.

“Broadband has become important to a lot of people and so has seen prices escalate and drive consumers out of the broadband market. Not that without it it’s not possible.”

As with so many aspects of this cost of living crisis, it is unlikely to improve anytime soon.

In the meantime, customers should talk to their supplier if they’re having a hard time and seek assistance to get a social rate or switch to a cheaper one.