Millions of UK households could be unknowingly paying hundreds of pounds too much for their broadband and mobile contracts because providers are hiding cheaper deals from existing customers. Citizens Advice has exposed what it calls a "murky practice" that's hitting loyal customers hardest when money is already tight for families across the country.
The consumer champion has found that when your contract is coming to an end or has already expired, many providers won't show you their best available deals. Instead, you're either kept on your old, pricier tariff or only shown a handful of options – whilst the cheapest plans remain hidden from view. It's a practice that particularly stings when you see new customers getting brilliant introductory offers that you can't access.
This isn't just about a few pounds here and there – Citizens Advice estimates loyal customers could be overpaying by hundreds of pounds annually. For households already juggling rising bills, that's money that could make a real difference to your weekly shop or heating bills.
The organisation is now pushing Ofcom, the communications regulator, to step in urgently. They want a system where every existing customer automatically sees the full range of available tariffs, including any that are cheaper than what they're currently paying. It's about giving you the power to make informed choices without having to play detective with your provider's deals.
During these challenging times, ensuring fair access to the best deals isn't just good business practice – it's essential support for families feeling the pinch. The proposed changes could help millions of households cut their essential communication costs, rewarding loyalty rather than penalising it.