Broadband firms must tell customers about cheaper deals, watchdog rules

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Broadband, TV, mobile and home phone companies will have to tell customers when their contract is coming to an end and show them the best deals available under new rules unveiled by Ofcom.

The telecoms regulator said the move, the latest in its Fairness for customers programme, could see up to 20 million customers benefit by switching provider or agreeing a new deal with their existing one.

Ofcom said people who bundle their landline and broadband services together pay on average around 20 per cent more when they are out of contract and this rises to 26 per cent among customers who bundle in their pay-TV services.

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It said that around one in seven customers do not know whether they are still tied to the original deal.

Ofcom’s consumer group director Lindsey Fussell said: “We’re making sure customers are treated fairly, by making companies give them the information they need, when they need it.

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Conservator Restorer Jim Mitchell with part of the bronze statue of William Wallace which is being returned to the National Monument in Stirling after undergoing vital restoration work. After the statue was carefully removed in sections from the tower for the first time since its unveiling in 1887, Wallace travelled down south to Wigan-based firm, Lost Art, to begin the process of restoration. Stirling Council has invested an estimated £260,000 in the project to ensure the structure is back in peak condition ahead of the Wallace MonumentÕs 150th anniversary celebrations in September.

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Reuters

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AFP/Getty

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Arsenal celebrate winning the Women’s Super League after beating Manchester City at Meadow Park. They secured the title the previous weekend and today’s victory means Arsenal won the league by seven points

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PA

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Leader of the Liberal Democrats Vince Cable addresses the media with activists outside Chelmsford City Council Civic Centre. In local election results, the Liberal Democrats – who oppose Brexit, gained 26 seats giving them control of Chelmsford City Council in Essex, a Brexit stronghold. The two main parties, Labour and the Conservatives, lost seats. This is believed to be attributed to frustration at the lack of progress in the continuing Brexit negotiations

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14/50 2 May 2019

Whipsnade Zoo’s new baby giraffe, Khari, with his mother Luna. The reticulated giraffe (Giraffa camelopardalis reticulata) was born to first time mum Luna and dad Bashu at midday on April 26, and his name, Khari, means ‘King-like’ in Swahili, because of his regal-looking ossicones – the tiny crown-like horns on a giraffe’s head. Giraffe calves weigh more than the twenty times the average 7lbs human when they’re born, weighing in at around 150lbs at birth

Whipsnade Zoo/PA

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Wikileaks co-founder Julian Assange, in a prison van, as he leaves Southwark Crown Court in London. He was sentenced to 50 week in prison for breaching his bail conditions. Assange was found guilty of breaching the Bail Act in April after his arrest after spending seven years in the Ecuadorian Embassy in London

EPA

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Coco, aged 11, runs through 181 pairs of wellies, as they go on display to represent the average number of people rescued by The Royal National Lifeboat Institution (RNLI) every week in the UK and Ireland at Potters Fields Park in London. There are 4,900 volunteer crew members supporting 238 lifeboat stations. RNLI’s annual Mayday fundraising campaign aims to raise £700,000 to fund lifesaving kit. Following the campaign, the yellow wellies from the installation will be available to purchase, in exchange for a small donation

PA

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Buster the Golden Retriever, belonging to David Torrance MSP, at this year’s Holyrood Dog of the Year competition, organised jointly by Dogs Trust and the Kennel Club at the Scottish Parliament Gardens in Edinburgh.

PA

18/50 28 April 2019

Liverpool’s Virgil van Dijk poses with his PFA Player of the Year award

PA

19/50 27 April 2019

Cyclists lay down as they take part in the Extinction Rebellion protest at the Tate Modern in London, Britain

REUTERS

20/50 26 April 2019

Liberal Democratic Party leader Vince Cable speaks at a launch event for the party’s candidates for the European Parliament election in London

AFP/Getty

21/50 25 April 2019

Extinction Rebellion protesters (left to right) Alan Heath, 55, research scientist, Jen Witts, 38, support worker for vulnerable people, Sian Vaughan 53, retired head teacher, Debbie Rees, 57, Gardener and artist, Kef Shimidzu, 55, tutor and learning support worker, Lucy Galvin, 53, civil servant and Johnny Woon, 60, retired, glued themselves to the entrances of the London Stock Exchange in the City of London

PA

22/50 24 April 2019

Engineers from the Canal and River Trust repair a leak at the base of a deep 200 year old, Grade II listed lock in Gloucester, where the tidal River Severn meets Gloucester Docks in the city and a specially manufactured steel dam is now holding back the river water, with more than 100 tonnes of accumulated silt being removed from the damaged area of the lock so that the team can undertake repairs

PA

23/50 23 April 2019

Amateur James Cahill celebrates beating snooker world number one, Ronnie O’Sullivan, in the first round of the World Championship. In arguably the biggest shock in the tournament’s history, Cahill held his nerve to beat five-time champion O’Sullivan 10-8 at the Crucible

PA

24/50 22 April 2019

Extinction Rebellion climate change activists perform a mass “die in” under the blue whale in the foyer of the Natural History Museum in London, on the eighth day of the environmental group’s protest calling for political change to combat climate change. Some 963 arrests have been made and 42 people charged in connection with the ongoing protests

AFP/Getty

25/50 21 April 2019

Firefighters tackle a large fire on Ilkley Moor in West Yorkshire

PA

26/50 20 April 2019

Police officers remove a potted plant that was placed in the occupation of Waterloo Bridge in London by Extinction Rebellion protesters

EPA

27/50 19 April 2019

British actress Emma Thompson gives an address from the stage atop the pink boat to climate change activists occupying the road junction at Oxford Circus in central London during the fifth day of environmental protests by the Extinction Rebellion group

AFP/Getty

28/50 18 April 2019

A burning car in Creggan, Londonderry after petrol bombs were thrown at police. Belfast Journalist Lyra McKee was killed during the riots. Police Service of Northern Ireland said that McKee was allegedly shot while reporting on clashes with dissident republican rioters

PA

29/50 17 April 2019

Members of the so called ‘Red Brigade’ march in disobedience on the street from Oxford Circus to Piccadilly Circus to protest in London. The group Extinction Rebellion is calling for a week of civil disobedience against what it says is the failure to tackle the causes of climate change

AP

30/50 16 April 2019

Extinction Rebellion demonstrators camp near Marble Arch, London, as more than 100 people have been arrested as police deal with ongoing climate change protests

PA

31/50 15 April 2019

Labour Party leader Jeremy Corbyn tries his hand at archery during a visit to Sunnyvale Fishery and Outdoor Activity centre, a youth crime reduction project in Calderdale

PA

32/50 14 April 2019

A woman photographs blossoming tulips in Holland Park

PA

33/50 13 April 2019

Lincoln City’s Bruno Andrade (left) and Shay McCartan celebrate being promoted after their Sky Bet League Two match at Sincil Bank, Lincoln

PA

34/50 12 April 2019

Supporters march during the YouthStrike4Climate demonstration in central London

AFP/Getty

35/50 11 April 2019

The Milky Way and millions of stars over Dinstanburgh Castle in the early hours of the morning. Dunstanburgh Castle is a 14th-century fortification on the coast of Northumberland in northern England, between the villages of Craster and Embleton. The castle was built by Earl Thomas of Lancaster between 1313 and 1322

PA

36/50 10 April 2019

German Chancellor Angela Merkel and Britain’s Prime Minister Theresa May react during an extraordinary European Union leaders summit to discuss Brexit, in Brussels

Reuters

37/50 9 April 2019

England’s Ellen White celebrates after her side go 1-0 up against Spain during their friendly match at the Energy Check County Ground, Swindon. The Lionesses went on to win 2-1

PA

38/50 8 April 2019

Labour party leader Jeremy Corbyn and fellow Labour MPs welcome the newly elected MP for Newport West, Ruth Jones (right), to the Houses of Parliament

PA

39/50 7 April 2019

James Cracknell celebrates after winning the Men’s Boat Race with Cambridge. Former Olympic and World Champion Cracknell, 46, became the oldest entrant in Boat Race history, qualifying after taking up a Master of Philosophy degree in human evolution

Getty

40/50 6 April 2019

Davy Russell, riding Tiger Roll, celebrates winning the Random Health Grand National at Aintree racecourse in Liverpool. He became the first horse since Red Rum to win back-to-back renewals

EPA

41/50 5 April 2019

Activists in hazmat suits and masks stop traffic in west London in a protest accusing authorities of lying after cancer-causing chemicals were found in soil close to Grenfell Tower

PA

42/50 4 April 2019

England football manager Gareth Southgate with the OBE that he received at an investiture ceremony at Buckingham Palace, London

PA

43/50 3 April 2019

Newborn lambs in a snow covered field near Allendale, Northumberland, after temperatures dipped below freezing overnight. Hill snow, sleet, showers and gales are expected for parts of the UK as the chilly snap keeps hold.

PA

44/50 2 April 2019

Armathwaite Hall hotel in Keswick, Cumbria holds Lemoga classes with the lemurs from Lake District Wild Life Park, who were mingling with the class to create a personal yoga experience which aims to heighten the sense of wellbeing for both lemur and human. With their friendly, outgoing personalities and love for human contact, lemurs make the perfect yoga buddies, helping people to laugh, unwind and stretch away their troubles

PA

45/50 1 April 2019

Fire fighters attend to two police cars that were destroyed after being set on fire outside Goldthorpe police station in South Yorkshire in a suspected arson attack

PA

46/50 31 March 2019

Forensics teams work at the scene of a stabbing in Edmonton in London. Four people have been stabbed in a spate of knife attacks in the north of the capital over the weekend

Getty

47/50 30 March 2019

Workers from the Honda plant in Swindon during a protest march through the town as the car giant will be urged to reverse its decision to close its UK plant

Unite South West/PA

48/50 29 March 2019

Pro-Brexit protesters outside Westminster as MPs voted on a Government motion on the EU withdrawal

PA

49/50 28 March 2019

England football captain Harry Kane is made an MBE (Member of the Order of the British Empire) by the Duke of Cambridge during an Investiture ceremony at Buckingham Palace

PA

50/50 27 March 2019

Gallery staff give a final dusting to the ‘Olympe’ sculpture by Aspencrow, modelled on Cara Delevingne and an interpretation of Medusa, as it is unveiled at the JD Malay Gallery in Mayfair, London

PA

“This will put power in the hands of millions of people who’re paying more than necessary when they’re no longer tied to a contract.”

The changes will involve providers sending tailored information to millions of individual customers, including the contract end date, the price before this date, any proposed changes and the best deals offered by their provider.

Ofcom said the new rules would not come into force until February 15 next year, giving companies nine months to make the necessary changes to their systems and processes to make sure they “get this right”.

Citizens Advice chief executive Gillian Guy said: “We are encouraged that Ofcom will make companies send a reminder to their customers when their contract is about to end. But, given the scale of the loyalty penalty, this won’t be enough to solve the problem.

“The Competition and Markets Authority was clear in its response to our super-complaint that regulators must report on their progress by June. We look forward to hearing about the concrete actions Ofcom will take to end this systematic scam.”

Which? head of home products and services Natalie Hitchins said: “Until now many customers have found themselves paying over the odds for staying with their provider after their initial contract has ended – so notifying people in advance that they may be about to be hit by these poor-value rolling tariffs is a step in the right direction.

“Providers should be fighting hard to show that they deserve to hold on to their customers, not hitting them with an unexpected price hike the minute their contract is up.”

Digital Minister Margot James said: “For too long, large numbers of loyal consumers have been paying too much for their telecoms services, which is why we’ve also strengthened Ofcom’s powers to create a fairer and more transparent system.”

PA



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