Millions of hard-up families are not being kept up to speed by their broadband providers over cheaper social tariffs that could save them hundreds of pounds.
Consumer watchdog Which? claims the most vulnerable households could knock more than £300 off their annual bills by switching to the lower rates but are not aware of the savings as the social tariffs are not being widely publicised by providers.
According to its research, eligible Hyperoptic customers could save up to £344.16 annually by switching to the firm’s cheapest social tariff, while Virgin Media customers could save up to £321.60 and BT customers could save up to £284.52.
Those eligible for social tariffs include households on universal credit, housing benefit, income support and income based jobseeker’s allowance.
Which? is calling on the broadband providers to be more up front and clearly promote discounted deals for those who need them the most.
It comes as it found the industry lacking despite demands from regulator Ofcom for better promotion of the special deals and clear information on how to sign up.
According to Ofcom figures only 55,000 out of an estimated 4.2 million eligible households are on social tariffs.
Have you had trouble signing up to a social tariff? Let us know: mirror.money.saving@mirror.co.uk
The Which? research found despite the calls in February for firms to up their game, only one provider out of seven checked had made any mention of social tariffs on their Facebook, Twitter and Instagram accounts in May.
Out of BT, G.Network, Hyperoptic, KCOM, NOW Broadband, Sky and Virgin Media only KCOM had two tweets and one Facebook post about the discounted rates.
Which? said: “Four months on from Ofcom’s warning, broadband providers must up their game and do a better job of promoting social tariffs to their customers, including on their social media accounts and through other channels.
“Given that telecoms services are essential, providers should ensure they support their customers throughout the cost of living crisis, particularly those who are financially vulnerable, so that they can remain connected and receive any discounts they are eligible for.”
The study found on average those switching to a social tariff could save £250.32 a year - or £20.86 a month.
Rocio Concha, Which? director of policy and advocacy, said: “It is unacceptable that broadband providers aren’t doing more to make customers aware of social tariffs - meaning millions of households who may be struggling to make ends meet could be missing out on hundreds of pounds of savings.
“During a cost of living crisis, broadband providers must support the most financially vulnerable by clearly promoting discounted deals and making it easy for eligible customers to switch over to social tariffs.”
What the broadband providers replied in response to the research
Charles Davies, managing director at Hyperoptic, said: “Hyperoptic is committed to ensuring that customers eligible for its social tariff are aware of it so they can benefit from discounted rates and access vital broadband services at the same high speeds as our standard packages.
“Its social tariffs are clearly advertised on its website and it proactively works with local authorities, housing associations and digital inclusion partners to ensure that its social tariff is communicated effectively via bespoke leafleting and targeted marketing.
“This targeted approach is key in making sure that the people who would most benefit from the tariff are aware, particularly those whose circumstances mean that they may not see information online.
“That said, we’re always keen to improve the ways we reach people, so we’re increasing what we post about Fair Fibre on our social media channels.”
BT said: “We are the only provider to invest in an instant eligibility check immediately with the DWP. We discuss Home Essentials with customers during conversations either online, over the phone or in-store, so we can check whether they qualify in real-time.
“We are committed to supporting customers who are worried about their finances and who need extra help. We seek to understand our customers’ needs and to offer Home Essentials to eligible customers who are struggling financially.
“We urge anyone who qualifies for our at-cost, social tariff to get in touch, whether that’s on the phone, online or in one of our stores.”
A Virgin Media spokesperson said: “As one of the first providers in the UK to launch an affordable social tariff for those facing financial difficulty, we’re committed to supporting all our customers and are actively promoting our Essential Broadband package which has been included in more than 100 news articles throughout May alone.
“Uptake of our social tariffs has significantly increased year on year, and we’ll continue to work with Government and industry stakeholders to build on the support available to the lowest income households.”
G.Network said: “We know that the cost of living is at the forefront of Londoners’ minds right now. That’s why we were proud to launch Essential Fibre earlier this year, and since then we have strived to promote the tariff to those who might benefit from it.
“We recognise that there is always more that can be done to raise awareness of social tariffs and will continue to play our part.”
Tim Shaw, KCOM chief executive, said: “With so many people struggling with the cost of living right now we’re determined to help our customers keep control of their household budgets.
“That’s why we’ve made our Flex social tariff cheaper and far easier to apply for online using the latest Open Banking technology.
"By reducing the price of our tariff we’re also reinforcing our commitment to making sure everyone has access to high quality, reliable broadband and the things that matter most to them.”
Sky and NOW Broadband declined to comment.
