A report by Citizens Advice has highlighted concerns regarding the practices of mobile and broadband companies that may complicate consumers’ access to better deals. The analysis suggests that approximately three-quarters of individuals attempting to negotiate renewal deals encounter challenges, including lengthy hold times and complex call menus. It is estimated that up to three million customers are overpaying when renewing their contracts, with potential savings of over £325 annually for those who engage in negotiations.
Moreover, Citizens Advice reports that loyal customers who refrain from negotiating could be missing out on approximately £28 million in savings each month. This underscores a trend where nearly one in five consumers either choose not to negotiate or switch providers entirely. The chief executive of Citizens Advice, Clare Moriarty, criticized the current situation, noting that many customers feel compelled to feign intent to leave their provider to access better offers.
The research found that 78% of customers who attempt to negotiate face difficulties, with more than half specifically mentioning issues like being placed on hold and navigating confusing call systems. In response to such complexities, Ofcom, the communications regulator, introduced the “One Touch Switch” process, which is designed to facilitate seamless switching between providers, assisting 1.6 million customers in its inaugural year.
Ofcom has also addressed concerns over mid-contract price increases in the telecoms sector. A previous investigation indicated that consumers were subjected to price hikes of up to 17.3%. Besides, Citizens Advice is advocating for increased pricing transparency from Ofcom, arguing that clearer access to pricing information will benefit consumers and help eliminate hidden deals. Moriarty emphasized the need for strengthened regulations to bridge the gap between available offers and those that consumers might not be aware of.
Source: https://www.theguardian.com/money/2025/sep/25/mobile-broadband-customers-losing-out-murky-contract-practices