Broadband firms are 'failing' on customer deals pledge

Broadband firms are ‘failing’ on customer deals pledge as telecom suppliers are handing out up to £110 worth of perks to new members but not giving the same value benefits to existing users

  • Telecom firms struck an agreement with Ofcom in 2019 that loyal customers would not be denied deals being offered to entice new customers to join on
  • But now BT is giving new customers a £110 prepaid credit card, TalkTalk £100
  • Greg Marsh, of consumer finances firm Nous, said most are ‘playing this game’

Broadband firms are ducking a pledge intended to ensure that new and existing customers are treated the same.

An investigation by The Mail on Sunday has found that telecom suppliers including BT, Sky and TalkTalk are handing out up to £110 worth of perks to new customers but not giving the same value benefits to existing users.

Following years of complaints, telecom firms struck an agreement with the industry regulator Ofcom in 2019 that loyal customers would not be denied deals being offered to entice new customers.

Yet BT is now giving new customers a £110 prepaid credit card while TalkTalk is offering vouchers worth up to £100.

An investigation by The Mail on Sunday has found that telecom suppliers including BT (The BT Tower pictured), Sky and TalkTalk are handing out up to £110 worth of perks to new customers but not giving the same value benefits to existing users

Greg Marsh, of consumer finances firm Nous, said: ‘Most broadband providers are now playing this game, offering significant voucher incentives but only to new customers.

‘A £110 voucher on a 24-month contract is like nearly £5 a month discount.’

A spokesman for BT Consumer, which also owns EE and Plusnet, said it ‘meets Ofcom’s requirements as new and existing customers are offered the same price for their broadband’.

TalkTalk and Vodafone declined to comment.

Sky said: ‘Our existing customers’ loyalty is rewarded through Sky VIP that showcases exclusive offers and access to money-can’t-buy experiences.’

Just a fortnight ago, The Mail on Sunday revealed that telecom companies were using a loophole to impose above-inflation increases on broadband and mobile-phone bills.

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