OFCOM Articles – Telecommunications UK Fraud Forum

OFCOM Articles

Ofcom issue updates which when received will be displayed on this page. For up to date details see: Ofcom web site


02 February 2024

Scam calls can cause significant financial and emotional harm to their victims. They can also damage trust in phone calls.

In this consultation, we are proposing to update our Calling Line Identification (CLI) guidance (PDF, 332.3 KB) to confirm that phone providers are expected to identify and block calls from abroad that use a UK geographic or non-geographic telephone number as a Presentation Number, except in a small number of legitimate use cases.

 

01 February 2024

Ofcom is today proposing to strengthen its guidance on how phone companies should identify and block calls from abroad that falsely use UK numbers.

 

12 December 2023

Telecoms customers must be told upfront in pounds and pence about any price rises their provider includes in their contract, under new consumer protection plans set out today by Ofcom

With most major phone, broadband and pay TV companies now including mid-contract price rises linked to uncertain future inflation, we are concerned that customers’ contracts do not provide sufficient certainty about the prices they will pay.

To tackle this problem, we propose to introduce a new rule requiring that any price written into a customer’s contract would need to be set out in pounds and pence, prominently and transparently, at the point of sale. That includes being clear about when any changes to prices will occur.

This would prevent providers from including inflation-linked, or percentage-based, price rise terms in all new contracts.

 

21 November 2023

Ofcom has today fined Shell Energy £1,400,000 for not properly prompting more than 70,000 phone and broadband customers to review their contract, or letting them know what they could save by signing up to a new deal.

Our investigation found that the company broke important consumer protection rules designed to ensure that customers get a fair deal for their communication services.

In some cases, the company failed to send out ‘end-of-contract’ notifications and ‘annual best tariff notifications’ at all. In other cases, customers were issued with notifications that included inaccurate or incomplete information. This was caused by a combination of manual errors and systems and process failures at Shell Energy.

 

24 October 2023

Ofcom is today proposing to make changes to existing regulations which govern the use of mobile phone repeaters

Indoor mobile repeaters – sometimes referred to as ‘signal boosters’ – are devices typically used in residential properties to amplify a mobile signal.

In 2018, Ofcom introduced regulations to enable the installation and use of a limited range of mobile repeater devices without a licence.

 

21 October 2023

Complaints about broadband, landline, mobile and pay-TV service in Q2 2023

Today we’ve published the latest figures for complaints we’ve received about the UK’s main landline, broadband, mobile and pay-TV services.

These figures cover the period from April to June 2023, and show that while the volume of complaints remained consistent with the previous quarter, there was a slight increase when compared to the same time last year.

 

Weekly publications update: 25 July 2023

Taking back phone numbers from telecoms firms that are no longer trading

Ofcom allocates phone numbers to telecoms companies in blocks of 10,000, for them to distribute to their customers. To make sure the best use is made of this finite national resource, we occasionally take back numbering ranges from companies that are no longer trading.

Online content for use in the commission of fraud – accessibility via search services

Ofcom conducted research to explore whether online content related to conducting fraud – such as websites claiming to supply stolen credit card details – could be found using major search engines in the UK.

 

20th July 2023

New mobile roaming alert protections for UK holidaymakers

Phones and internet

UK mobile customers will have to be told about any roaming charges that apply when travelling abroad, under new rules proposed today by Ofcom.

Following the UK’s exit from the European Union, EU ‘roam like at home’ rules – and UK law requiring mobile operators to alert customers to roaming charges – have ceased to apply. Some providers now charge customers around £2 per day to make or receive calls, send texts or go online when travelling.

So, Ofcom has been looking into the options for introducing new roaming alert protections for consumers and small businesses. While many companies have voluntarily continued to send their customers alerts when they start roaming, our review has uncovered concerns that the information provided can be inconsistent and unclear.

To make sure people have the information they need when they need it, Ofcom is proposing new rules and guidance that would require all UK mobile companies to tell their customers when they start roaming, how much it will cost them and any action they can take to limit their spend.

Visit our news centre for more information.

Mobile Matters research

Ofcom has also today published its latest ‘Mobile Matters’ research report, which used crowdsourced data collected between October 2022 and March 2023 to assess people’s experience of using mobile networks in the UK.

We found that:

  • Most cellular network use (88%) is over 4G, but when people need to use 5G – where there is coverage – they are more likely to be able to connect (98.4% success rate) than 4G (97.8%) or 3G (91.3%).
  • O2 customers have the longest average file download timesover 5G, 4G and 3G; and they have the slowest 5G and 3G ‘latency’ (the time it takes to respond to data requests). Vodafone has the slowest 4G latency, while EE has the fastest average latency across 5G, 4G and 3G.
  • Download speeds are fastest over 5G, averaging 129.9 Mbit/s compared to 29.5 Mbit/s over 4G and 5.9 Mbit/s on 3G. To download a 2MB file, 5G is twice as fast as 4G (0.4 seconds vs. 0.8s), and nine times as fast as 3G (3.6s).

People in Northern Ireland spend the highest proportion of time connected to Wi-Fi – 66% compared to 62% in each of the other UK nations

 

7th July 2023

Weekly publications update: 7 July 2023

Online Safety

Radio

Media Literacy

Telecoms infrastructure

TV and on-demand

TV broadcast licensing monthly update: June 2023

29th June 2023

OFCOM JUNE NEWSLETTER

Safeguarding prices for second-class stamps

Prices for second-class stamps will be pegged to inflation until at least 2029 so postal services remain affordable, under new proposals we’ve announced.

Supporting customers during the cost-of-living crisis
Following a meeting between UK regulators and the Chancellor of the Exchequer about the rising cost of living, Ofcom Chief Executive Dame Melanie Dawes issued a statement.

We’re investigating BT following disruption to 999 services
We have launched an investigation into BT following a UK-wide disruption to emergency call services on 25 June.

Keeping tabs on 5G safety
Find out how our experts work to make sure 5G-enabled mobile base stations function in a way that’s safe for everybody

We’re a Times Top 50 employer for gender equality
We’ve been listed as one of the Times Top 50 Employers for Gender Equality for the fourth year in a row, recognising our work to create an inclusive workplace for women.

Tips for cutting your phone, broadband and pay-TV costs
Lots of people are concerned about rising living costs, including those for phone, broadband and pay-TV services. Find out how to make sure you’re not paying too much.

Thinking of switching your telecoms provider?
It’s never been simpler to switch your broadband, home phone or mobile provider. Take a look at our guide to find out more.

How our spectrum team scored a hit at Eurovision
Last month Ofcom’s spectrum team were at the Eurovision Song Contest in Liverpool, playing a vital role in making sure the event went smoothly.

Update on complaints about Coronation ‘balcony’ comment
We can confirm we won’t be pursuing complaints we received about a comment made during ITV’s coverage of the Coronation of King Charles III.

28th June 2023

Ofcom has today launched an investigation into BT following a UK-wide disruption to emergency call services on 25 June 2023.

Our rules require BT and other providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered. They also require providers to take all necessary measures to ensure the fullest possible availability of calls and internet in the event of catastrophic network breakdown or in cases of force majeure.

Separately, providers are required to take appropriate and proportionate measures to identify and reduce the risks of, and prepare for the occurrence of, anything that compromises the availability, performance or functionality of their network or service. Providers are also required to take appropriate and proportionate measures to prevent adverse effects arising from any such compromise. Where there is an adverse effect on the network or service, the provider must take appropriate and proportionate measures to remedy or mitigate that effect.

Our investigation will seek to establish the facts surrounding the incident and examine whether there are reasonable grounds to believe that BT has failed to comply with its regulatory obligations.

31st May 2023

click below for:

Ofcom Good Practice Guide to Help Prevent Misuse of Sub-allocated and Assigned Numbers is now live.

annex2-good-practice-guide

30th May 2023

click below for:

How Ofcom is building our evidence base around online fraud and illegal harms

In preparation for our new online safety powers, Ofcom has been developing our understanding of user-generated fraud and illegal harms.

www.ofcom.org.uk

 

24th May 2023

click below for:

Telecommunications Adjudicator update for April 2023 | OTA (offta.org.uk)

Ex-post evaluation of our mobile switching reforms – Ofcom

Tackling nuisance calls and messages – Ofcom

 

 

 

 

11th April 2023

click below for:

Telecommunications Adjudicator update for March 2023

An update on the principle areas of project activity being led by OTA2 in March 2023.

www.offta.org.uk

 

9th February 2023

click below for:

Ofcom’s Expectations of Mobile Operators for 2G and 3G Switch Off

 

18th November 2022

Weekly publications update: 18 November 2022

This is a regular round-up of Ofcom publications over the last week.

Broadcasting

Statement: Five small-scale DAB multiplex awards

Statement: Community Radio Fund Round Two 2022-23

Telecoms 

Statement: Improving the accuracy of Calling Line Identification

Statement: Good practice guide to help prevent misuse of sub-allocated and assigned numbers

Research: Calling Line Identification and telecoms scams

Research: Switching experience tracker

Online

Research: News consumption and media plurality on Twitter in the UK

Statement: The future of media plurality in the UK

Press release: Global Online Safety Regulators Network launch

 

15th November 2022

New Ofcom rules to fight fake number fraud

Phone users will be better protected against scammers using fake phone numbers, under new rules announced today by Ofcom.

Scams are a widespread problem – 41 million people have received a suspicious call or text in the last three months. A common tactic used by criminals to defraud victims is to imitate – or ‘spoof’ – the phone numbers of legitimate organisations, like banks and Government departments.

To help combat this problem, we are strengthening our rules and guidance to require all telephone networks involved in transmitting calls – either to mobiles or landlines – to identify and block spoofed calls, where technically feasible. This will make it harder for scammers to use spoofed numbers.

We have also today issued new guidance to phone companies on how they can prevent scammers from accessing valid phone numbers. This sets out clear expectations for providers to make sure they run ‘know your customer’ checks on business customers.

Visit Ofcom’s news centre to find out more.

8th November 2022

Broadcasting  

Consultation: Ofcom Audio and Podcast research

Statement: Listed event: FIFA Men’s World Cup

Statement: Updating quantitative data collection tools

Change to the Programming Commitments for all local TV licences held by Local TV Limited

Applications update for fourth round of small-scale DAB licensing

TV broadcast licensing monthly update – October 2022

Radio broadcast licensing monthly update – October 2022

Telecoms

Consultation: Review of the telephony universal service obligation: removal of fax from the obligation

Consultation: Proposed changes to Ofcom’s NIS Guidance

Switching tracker 2022

Communications Affordability Tracker

Office of the Telecommunications Adjudicator update – October 2022

 

12th October 2022

Originating Based Rating

This was introduced some time ago (2020) and relates to the deregulation of the wholesale market for landline call origination. Ofcom have removed the current regulation on BT’s Wholesale Call Origination (WCO) service, which enables people to make outbound calls over a landline. The large majority of landline calls made by providers other than BT already use alternatives to BT’s WCO service. As providers move to more modern methods of supplying landlines, they will no longer need to purchase this service from BT. We expect the transition to more modern methods to take place by the end of 2025 and BT has offered voluntary commitments to maintain its WCO service in line with current regulation during that transition period. Further details are available on the Ofcom web site at: (Statement: Wholesale Voice Markets Review 2021–26 – Ofcom ).

29th September 2022

September newsletter

Welcome to the latest edition of the Ofcom newsletter.

This month, amid the rising cost of living, we’ve pulled together some of our content that could help you to save money on the phone, broadband and pay-TV services you use and rely on every day.

There’s a range of information and advice in here, covering cheaper broadband packages, how to check if you’re paying too much, and how to switch provider to get a better deal. We’ve also got an update on this year’s Love Island complaints, and an insight into our work to help people lead a safer life online. We hope you find it useful.

Telecoms firms must better support customers as record number struggle to pay bills

We’re urging telecoms firms to do more to support their customers through the cost-of-living crisis, as our latest research shows record numbers of households are struggling to afford their phone, broadband and pay-TV services… Read more

Find out about cheaper ‘social tariff’ broadband packages

Social tariffs are cheaper broadband packages for people claiming Universal Credit, Pension Credit and some other benefits, and could help to save you money… Read more

Are you paying too much?

Millions of people are out of contract and could be getting a better deal on their phone, broadband and pay-TV. Are you one of them?… Read more

How to switch your telecoms provider

You can switch mobile network with a text, and cancel your broadband contract if you’re not getting the speeds you were promised. Find out more… Read more

Struggling to pay a bill?

If you’re having difficulty paying a bill, don’t ignore it. Talk to your provider as soon as possible. They might be able to help…
Read more

Update on complaints received about this year’s Love Island

Now that the sun has set on the eighth series of ITV2’s Love Island, we have completed our assessment of all the complaints we received about the show this year… Read more

Why we’re reaching out to help people lead a safer life online

Media literacy is crucial in helping to build a safer life online. Find out more about it, and Ofcom’s role in this important area…
Read more

Moving landline phones to digital technology: what you need to know

The technology that we currently use to make landline phone calls is being upgraded over the next few years. Here’s what this means for you as a customer… Read more

Home phone and broadband faults and problems

Having problems with your home phone or broadband? Our guide could help you to identify and solve what’s going on… Read more

 

8th July 2022

June Newsletter

Welcome to our latest newsletter – in this issue we look at how just one in six young people reports harmful content they see online, and our new social media campaign aimed at helping to improve on this. We’ve also got details of how simpler telecoms contract information could help customers like you, as well the launch of a vital new 999 video call service for sign language users and new rules that will help to protect thousands of phone boxes in the UK. Finally, we’ve got some handy advice to help you cut your home telecoms costs and to help keep you safe from the scammers.

Just one in six young people reports harmful online content

Two-thirds of teens and young adults have recently seen a potentially harmful piece of content online, but only around one in six goes on to report it. We’ve launched a social media campaign with influencer Lewis Leigh, aimed at encouraging young people to report content they find harmful… Read more

Simpler, clearer contract information for telecoms customers

Telecoms customers must be provided with clearer and simpler information before they sign up to a new deal, under rules that came into force this month… Read more

How we’re helping to protect thousands of UK phone boxes

Stronger protections for phone boxes have come into force, meaning they will be safeguarded against removal if they are still needed by a local community… Read more

Top trends from our latest look at online lives

Our latest research gives us an insight into how people in the UK spend their time online. Where they visit, what they do, and how they feel about it… Read more

We’re urging tech firms to help keep women safer online

We’re calling for technology firms, who build the sites and apps used by millions of people in the UK, to act now to make the online world a safer space for women and girls. Read more

Sign language users benefit from new 999 video call service

British Sign Language users can now contact the emergency services by making a video call, thanks to new Ofcom rules…
Read more

How communications have changed during 70 years of the Queen’s reign

To mark the Queen’s Platinum Jubilee earlier this month, we took a look at the many changes that have taken place in the sectors we regulate, during her reign… Read more

Want to save money on your phone, broadband and pay-TV costs?

Rising living costs, including household bills, are a worry for lots of people right now. Our tips could help you to make sure you’re not paying too much for your phone, broadband and pay-TV services… Read more

Stay safe from the scammers – follow our guide

Scams have been on the rise in recent years – our research showed 45 million people were targeted last summer. We’ve pulled together our top tips to help protect you from falling victim… Read more

 

24th May 2022

Ofcom proposes updates to enforcement guidelines

Ofcom is consulting on changes to our enforcement guidelines, to include new powers we have received in recent years and make them easier to follow.

Our guidelines set out how we approach enforcement of our regulatory and consumer protection powers across the industries we regulate.

We are proposing to expand the guidelines so they reflect our new powers covering video-sharing platforms and network security.

We also plan to simplify the information in the guidelines explaining our different enforcement powers, to reflect more clearly how we carry out investigations.

Today’s consultation closes on 19 July 2022, and we plan to publish our decision later this year.


17th March 2022

Telecoms firms must do more to help customers struggling to pay bills

People suffering financial hardship should receive better support from phone and broadband providers under proposals published by Ofcom today.

According to our recent research, around 1.1 million households (5%) are struggling to afford their broadband. That rises to around one in 10 among the lowest-income households.

With affordability problems only likely to worsen this year because of the cost-of-living squeeze, we intend to update our Treating Vulnerable Customers Fairly guide to explicitly include further practical steps that we expect providers to take to better support their customers.

What we expect from providers

Under the proposals to update our guide, providers will be expected to adopt the following best practice:

  • emphasise the help and support available to people struggling to pay. This includes offering and promoting special discounted packages to financially vulnerable customers, known as ‘social tariffs’. Recent Ofcom research shows that millions of families could save an average of £144 each year on their broadband bill. Providers should also proactively signpost other means of available support, such as payment deferrals or payment plans.
  • get in touch with customers in different ways. To increase the chances of reaching customers in debt to offer support, firms should use a range of communications channels, such as letter, email, phone and text, and rotate between them.
  • work more closely with debt charities and signpost free advice. Communications with customers in arrears should include clear information about the free debt advice available. They should also make it as easy as possible for free debt advice organisations to represent their clients.
  • avoid imposing service restrictions to force payment. Restricting or disconnecting the services of someone who is particularly reliant on them – to push them into paying outstanding bills – should be avoided or limited. And steps should be taken to understand a customer’s individual circumstances before instructing debt collection services. Any agencies used should have strong policies for treating vulnerable customer fairly.

Lindsey Fussell, Ofcom’s Network and Communications Group Director, said:

“Phone and broadband are vital to our lives, but many households’ budgets are being seriously squeezed. So it’s crucial that people who are struggling to afford their bills get the support they need.

“We’ve set out clear expectations on the steps providers should take, and we’ll be keeping a close eye on firms to make sure they’re treating customers fairly.”

We are inviting views on our proposed guidance by 12 May 2022, and intend to publish our final decision in the autumn.


14th March 2022

Weekly publications update: 11 March 2022

This is a regular round-up of Ofcom publications over the last week.

Broadcasting

Broadcast and On-Demand Bulletin 446

Sanction decision: Rinse FM

Sanction decision: Link FM

Change request: Local TV Limited – Progamming Commitments

Consultation: BBC’s request to change its Operating Licence – CBBC

Telecoms

Consultation: Ofcom guidance under new telecoms security framework

Statement: Future of telephone numbers

Calculations of UK MNOs’ return on capital employed (ROCE)

Post

Research: SME Business Postal tracker Q1-Q4 2021


23rd February 2022

Ofcom plans crackdown on fake number fraud

UK phone companies will make it harder for scammers to use their networks, under a range of measures proposed by Ofcom today.

Almost 45 million people were targeted by scam calls and texts last summer and Ofcom has been supporting phone companies and working with other organisations on new ways to combat this threat.

We are proposing strengthened rules and guidance to combat number spoofing. All telephone networks involved in the transmission of a call will be expected to block numbers that are clearly spoofed. This rule would apply to all phone companies, ensuring the protection applies to millions of people.

We are also proposing new guidance to help companies prevent scammers from accessing valid phone numbers. This sets out clear expectations for phone companies to make sure they run ‘know your customer’ checks on business customers, as part of the steps they should follow to stop their numbers being misused by fraudsters.

A news release is available with further details of the findings.

 

10th February 2022

Ofcom sets out initial views on the future of mobile markets and spectrum

Ofcom has today set out our initial thinking on how mobile markets might develop and how networks may need to evolve to meet future demand. We have also set out how we might adapt our approach accordingly.

Future approach to mobile markets 

Demand for mobile services has grown rapidly over the last decade. People expect to access good quality mobile services wherever they live, work and travel. The mobile market has served the UK well, driven largely by competition among four national mobile network operators (MNOs).

We expect that growth to continue, with more demand for data-hungry services. MNOs will continue to play a significant role, but we also expect to see an increased role for other companies in providing mobile networks and selling mobile services. Given the changes taking place, we are considering whether and how we might adapt our regulatory approach.

We will take steps to clarify our future regulatory approach to support investment. We also propose to set out more clearly how we have considered investment when making future policy decisions. We currently have no plans to introduce any new consumer pricing rules; but if new problems do emerge that require further intervention, we would be ready to act.

We are also clarifying our position on mobile consolidation. Our stance on a potential merger would be informed by the specific circumstances of that particular merger, rather than just the number of competitors.

Future approach to mobile spectrum

Radio spectrum (the invisible waves that enable wireless technology) is an important and finite resource which is essential for mobile networks. Large amounts of spectrum have been made available for mobile below 4 GHz, but demand for spectrum is growing across multiple sectors and we expect this to continue.

So we are considering possible future demand for mobile services and implications for spectrum. Mobile networks will need to evolve to meet future demand and deliver the quality of experience needed by consumers and businesses. There are a number of ways they might do this, including: wider and fuller use of current spectrum holdings, making use of planned spectrum releases, technology upgrades and deploying more sites including small cells.

We anticipate that existing mobile spectrum holdings and spectrum already planned for release are likely to be broadly sufficient to meet future demand to 2030 if networks adopt a range of strategies to do so.

Next steps

We are inviting comments on both documents by 8 April, and plan to provide further updates later this year.

 

20th December 2021

Looking back at Ofcom’s work in 2021

2021 has been another landmark year across the globe, and it’s been no different at Ofcom. Here’s a look back at some of the work we’ve done over the past year, giving you an idea of the breadth of the work we’ve carried out…  Read more

“I don’t believe it!” a record year for TV and radio complaints

Adam Baxter, Director, Standards and Audience Protection at Ofcom, reflects on a record year for TV and radio complaints to our broadcasting standards team… Read more

Mobile companies now banned from selling locked handsets

Mobile phone companies are now banned from selling customers locked handsets, under new Ofcom rules that have come into force… Read more

Festive movies in less than a minute – full fibre reaches 8m homes

Fast, reliable internet connections are now available to more people than ever before, allowing millions of families to download their favourite Christmas movie in less than a minute… Read more

Digital technology switch-on launches local radio revolution

The recent switch-on of a new small-scale DAB multiplex will allow new stations to offer a range of choice for listeners… Read more

Protecting freedom of expression during the coronavirus

The Covid-19 pandemic continues to dominate news bulletins. Here we explain our guidance to broadcasters on how they cover the topic… Read more

Stronger protections for parcel customers

People sending and receiving parcels in the UK should be treated more fairly by delivery companies, under new protections proposed by Ofcom… Read more

‘Getting off mute’ – Ofcom’s approach to online literacy

Yih-Choung Teh, Ofcom’s Group Director for Strategy, introduces our new approach to promoting online media literacy in the UK… Read more

Telecoms customers saving millions as Ofcom rules bed in

More broadband and mobile customers are shopping around and signing up to better deals – and saving themselves millions of pounds – following Ofcom rule changes…
Read more

Ofcom fines O2 £150,000 for providing inaccurate and incomplete information

Ofcom has fined O2 £150,000 for failing to provide accurate and complete information to us when we were investigating whether it had overcharged its customers… Read more

Ofcom proposes our plan of work for 2022/23

We have today published our proposed plan of work for 2022/23, outlining our priorities for the next financial year… Read more

Making sure you’re on the best deal for you is vital

Ofcom’s Director of Telecoms Consumer Protection, Cristina Luna-Esteban, explains why making sure you’re on the best phone or broadband deal for you has perhaps never been more important – and how we’ve made it easier to do so​…  Read more

 

3rd November 2021

Ofcom’s Communications Monthly Update: November 2021

This is a regular round-up of routine Ofcom publications over the last month.

Please note: This is the last issue of Ofcom’s Communications Monthly Update. From Friday 5 November, we will launch a new weekly update that rounds up our latest routine publications. To receive this new update, and stay up to date on all our announcements (including consultations), please check you are subscribed to email updates in the sectors that interest you.

This month’s update covers:

Regular updates

  • Office of the Telecommunications Adjudicator update
  • Television broadcast licensing update
  • Radio licensing update

Broadcast

  • Television access services report: January to June 2021
  • Community Radio Fund – annual report

Online

  • Exploring safety in the online content journey
  • The A-SPARC model of online platforms

Telecoms

  • Letter to KCOM concerning compliance with regulatory reporting requirements
  • Exchange of letters with DCMS on mobile strategy
  • Directions granting Code powers to Affinity Systems Ltd (trading as Rymote), euNetworks The Loop Ltd, Hampstead Fibre Ltd, Alncom Computerware Ltd, Ocuisnet UK Ltd and Simwood Networks Ltd
  • EECC implementation

Post

  • Post volumes and revenues

Research

  • Switching tracker survey
  • Cross-Platform Media Tracker
  • Telecommunications data revenues, volumes and market share update Q2 2021

Regular updates:

Office of the Telecommunications Adjudicator update

The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for October 2021. At the end of October 2021, the number of unbundled lines stands at 8.85 million. There are 4.02 million WLR lines, and the number of telephone numbers using CPS is 2.04 million.

Television broadcast licensing update

Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing update

Information about Ofcom’s broadcast radio licensing activity with regard to both the commercial and community radio sectors.

Broadcast

Television access services report: January to June 2021

This report sets out the extent to which broadcast television channels carried subtitles, audio description and signing from January to June 2021.

Community Radio Fund – annual report

A report on how the Community Radio Fund was administered in 2020-21.

Online

Exploring safety in the online content journey
This report provides an overview of existing and upcoming challenges and opportunities for enhancing online safety through the lens of a typical content journey.

The A-SPARC model of online platforms

This model will help Ofcom by providing a consistent view of the structure of online platforms and language describing their functionality.

Telecoms

Letter to KCOM concerning compliance with regulatory reporting requirements
A letter explaining our reasoning for not taking enforcement action against KCOM in relation to their obligations to publish regulatory financial statements by a certain date.

Exchange of letters with DCMS on mobile strategy

Exchange of letters with the Secretary of State for Digital, Culture, Media and Sport on the interaction between the DCMS Wireless Infrastructure Strategy and Ofcom’s Mobile Strategy and Future Spectrum Needs work.

Directions granting Code powers to Affinity Systems Ltd (trading as Rymote), euNetworks The Loop Ltd, Hampstead Fibre Ltd, Alncom Computerware Ltd, Ocuisnet UK Ltd and Simwood Networks Ltd

Pursuant to the Electronic Communications Code and following consultation, Code powers have now been granted to Affinity Systems Ltd (trading as Rymote), euNetworks The Loop Ltd, Hampstead Fibre Ltd, Alnwick Computerware Ltd, Ocuisnet UK Ltd and Simwood Networks Ltd.

EECC implementation
Slide deck providing a high-level summary of some of the upcoming changes to Ofcom’s General Conditions (and associated guidance documents) as a result of implementing the European Electronic Communications Code (EECC).

Post

Post volumes and revenues

Data showing total UK revenues and volumes for parcels and addressed letters.

Research

Switching tracker survey

Data from a survey monitoring consumer supplier switching and engagement in the communications market.

Cross-Platform Media Tracker

Research exploring UK adults’ and teens’ attitudes and opinions towards television and radio broadcasting, and related areas such as programme standards, advertising and regulation.

Telecommunications data revenues, volumes and market share update Q2 2021

Data highlighting some of the key trends emerging this quarter from the data we collect on the UK telecommunications sector.

20th October 2021

Approval of Phone-Paid Services Authority’s new code of practice

Ofcom has today approved a new edition of the Phone-paid Services Authority’s code of practice for regulating premium rate services.

Ofcom has overall responsibility to make sure that people who use premium rate services are protected, by ensuring appropriate rules are in place and enforced. To achieve this, we have designated the Phone-paid Services Authority (PSA) to carry out the day-to-day regulation of these services, which it does by enforcing the rules set out in its code of practice.


45 million people targeted by scam calls and texts this summer

Almost 45 million people have been on the receiving end of potential scam texts or calls in the last three months, new Ofcom research reveals.

More than eight in 10 (82%) said they had received a suspicious message, in the form of either a text, recorded message or live phone call to a landline or mobile. This represents an estimated 44.6 million adults in the UK.

Scams are more commonly attempted via text messages with seven in 10 people (71%) saying they have received a suspicious text, and three quarters (75%) of those aged 16-34 were targeted.

Our research also shows that suspicious calls continue to be a threat for landline users, with older people particularly susceptible.  Three in five (61%) people aged 75 and over reported receiving a potential scam call to their landline.

Ofcom is encouraging anyone who receives a suspicious text message to report it by forwarding the message to 7726, which directs the message to the mobile provider.

If you’ve received a scam call, you can report it to Action Fraud, which is the reporting centre for fraud and cybercrime in England, Wales and Northern Ireland. Reports of fraud and any other financial crime in Scotland should be made to Police Scotland via 101.

A news release with more details about the announcement is also available.


5th October 2021

Ofcom’s Communications Monthly Update: October 2021

This is a regular round-up of routine Ofcom publications over the last month.

This month’s update covers:

Regular updates

  • Office of the Telecommunications Adjudicator update
  • Television broadcast licensing update
  • Radio licensing monthly update

Broadcast

  • Making Sense of Media network bulletin

Telecoms

  • Final directions applying Code powers to Scotnet.co.uk Ltd, Tewdric Energy Ltd, Virgin Media National Networks Ltd, Zoom Internet Ltd and NGE Contracting Ltd
  • Letter from Openreach to Ofcom regarding Hull border postcodes
  • Exchange of letters with DCMS regarding Mobile Strategy
  • Letter to KCOM regarding compliance with regulatory reporting requirements

Research

  • Use of communication services – consumer omnibus data 2020
  • Covid-19 news and information: consumption and attitudes
  • Notification of changes to the News Consumption Survey 2021

Office of the Telecommunications Adjudicator update
The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for September 2021. At the end of September 2021, the number of unbundled lines stands at 8.92 million. There are 4.05 million WLR lines, and the number of telephone numbers using CPS is 2.05 million.

Television broadcast licensing update
Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing monthly update
Information about Ofcom’s broadcast radio licensing activity with regard to both the commercial and community radio sectors. This month’s update contains information on the upcoming application window for restricted service licence (RSL) applications, for services during next year’s known period of high demand.

Making Sense of Media network bulletin 
Ofcom’s Making Sense of Media bulletins summarise media literacy activities by a range of organisations in the UK and overseas. These activities include research, events, projects and awards.

Final directions applying Code powers to Scotnet.co.uk Ltd, Tewdric Energy Ltd, Virgin Media National Networks Ltd, Zoom Internet Ltd and NGE Contracting Ltd
Pursuant to the Electronic Communications Code and following consultation, Code powers have now been granted to Scotnet.co.uk Ltd, Tewdric Energy Ltd, Virgin Media National Networks Ltd, Zoom Internet Ltd and NGE Contracting Ltd.

Letter from Openreach to Ofcom regarding Hull border postcodes
In response to a request from Ofcom, Openreach has made a voluntary commitment to continue supplying telecom services on appropriate terms and conditions in certain locations surrounding Hull, which had been omitted from the Wholesale Fixed Telecoms Market Review consultation process.

Exchange of letters with DCMS regarding Mobile Strategy
DCMS has requested that Ofcom undertake analysis and provide evidence on future wireless connectivity needs, market developments and spectrum requirements, as part of our Mobile Strategy and our work on future mobile spectrum demand.

Letter to KCOM regarding compliance with regulatory reporting requirements
We have decided not to open an investigation into KCOM’s late publication of its 2019/20 Regulatory Financial Statements.

Use of communication services – consumer omnibus data 2020
Data from Ofcom’s disability consumer research, looking at disabled people’s experience of communications services.


8th September 2021

Ofcom’s Communications Monthly Update: September 2021

This is a regular round-up of routine Ofcom publications over the last month.

This month’s update covers:

Regular updates

  • Office of the Telecommunications Adjudicator update
  • Television broadcast licensing update
  • Radio licensing monthly update

Broadcast

  • Made Outside London Register
  • Public Service Broadcasters’ Annual Compliance report
  • Community Radio Fund: Award of 2021/22 grants – round 1
  • Object-based media report
  • Consultation – Advertisement of a national radio Additional Services licence

Research

  • Covid-19 news and information: consumption and attitudes
  • Residential and business postal trackers Q3 2020 – Q2 2021

Office of the Telecommunications Adjudicator update
The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for August 2021. At the end of August 2021, the number of unbundled lines stands at 8.97 million. There are 4.08 million WLR lines, and the number of telephone numbers using CPS is 2.06 million.

Television broadcast licensing update
Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing monthly update
Information about Ofcom’s broadcast radio licensing activity with regard to both the commercial and community radio sectors. This month’s update contains information on the upcoming application window for restricted service licence (RSL) applications, for services during next year’s known period of high demand.

Made Outside London Register
The Communications Act 2003 requires that ITV, Channel 4 and Channel 5 produce a proportion, range and value of programmes outside of London. This annual publication sets out the titles of programmes that the BBC, ITV, Channel 4 and Channel 5 certified were ‘Made outside London’ (MOL) productions broadcast during the previous year

PSB Annual Compliance report
UK public service broadcasters must comply with a range of programme and output quotas. Ofcom has a duty to monitor and enforce compliance with these quotas. This annual publication sets out the BBC, ITV, Channel 4 and Channel 5’s performance against these quotas.

Community Radio Fund: Award of 2021/22 grants – round 1
Ofcom’s Community Radio Fund panel awards grants provided by DCMS to support the core costs of running Ofcom-licensed community radio stations. The panel met on the 11 August to consider applications in the first round of funding for 2021-22, awarding 23 grants totalling £221,467.

Object-based media report
This report looks at the technology, consumer, commercial, and compliance/regulatory trends in object-based-media with a focus on developments in the UK. The report was written by Macroblock Limited, the School of Digital Arts (SODA), and Manchester Metropolitan University.

Consultation – Advertisement of a national radio Additional Services licence
Consultation on aspects of the Additional Services licence before its advertisement later this year.

Covid-19 news and information: consumption and attitudes
Ofcom’s regular update on how people are receiving and engaging with news about the coronavirus pandemic. This report covers the 72nd week since the lockdown in spring 2020. Among the report’s findings are that eight in 10 people (79%) now say they access news about the coronavirus at least once a day. This is a similar proportion as last month (81%) and a decrease from week one (27-29 March 2020) where almost everyone accessed news about coronavirus (99%).

Residential and business postal trackers Q3 2020 – Q2 2021
Datasets of postal tracking surveys conducted in Q3 2020 to Q2 2021, providing data on residential and SME consumers’ use of post and attitudes to postal services.


5th August 2021

Ofcom’s Communications Monthly Update: August 2021

This is a regular round-up of routine Ofcom publications over the last month.

This month’s update covers:

Regular updates

  • Office of the Telecommunications Adjudicator update
  • Television broadcast licensing update
  • Radio licensing monthly update

Broadcast

  • Letter: BBC Radio 1 Relax Stream

Telecoms

  • Final directions applying Code powers to Borderlink Broadband Ltd, Pine Media Ltd, Tiger Fibre Ltd, Grayshott Gigabit Ltd; and modifying the terms on which the Code is applied to Jurassic Fibre Ltd
  • Wholesale Fixed Telecoms Market Review corrections and clarifications
  • Updated list of firms signed up to the broadband speeds code of practice
  • Alternative Dispute Resolution schemes’ performance

Corporate

  • Diversity at Ofcom Report 2020/21

Research

  • Covid-19 news and information: consumption and attitudes
  • Communications Market Report
  • Ofcom Report on Quantum Communications
  • Telecommunications data revenues, volumes and market share update Q1 2021

Office of the Telecommunications Adjudicator update
The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for July 2021. At the end of July 2021, the number of unbundled lines stands at 9.02 million. There are 4.10 million WLR lines, and the number of telephone numbers using CPS is 2.06 million.

Television broadcast licensing update
Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing monthly update
Information about Ofcom’s broadcast radio licensing activity with regard to both the commercial and community radio sectors. This month’s update contains information on the upcoming application window for restricted service licence (RSL) applications, for services during next year’s known period of high demand.

Letter: BBC Radio 1 Relax Stream
Letter to the BBC and Radiocentre confirming that we agree with the BBC’s determination that the proposed Radio 1 Relax stream does not constitute a material change. We will not, therefore, require the BBC to conduct a public interest test.

Final directions applying Code powers to Borderlink Broadband Ltd, Pine Media Ltd, Tiger Fibre Ltd, Grayshott Gigabit Ltd; and modifying the terms on which the Code is applied to Jurassic Fibre Ltd
Pursuant to the Electronic Communications Code and following consultation, Code powers have now been granted to Borderlink Broadband Ltd, Grayshott Gigabit Ltd, Pine Media Ltd and Tiger Fibre Ltd. Following consultation, we have also modified the terms on which the Code is applied to Jurassic Fibre Ltd.

Wholesale Fixed Telecoms Market Review corrections and clarifications
We have issued minor modifications to our WFTMR conditions, having identified a small number of errors and inconsistencies that did not reflect our policy decisions correctly.

Updated list of firms signed up to the broadband speeds code of practice
Zen Internet has joined our residential broadband speeds code of practice. We have updated our website to reflect this.

Alternative Dispute Resolution schemes’ performance
OS and CISAS publish data on a quarterly basis showing the ADR case outcomes and the categories of complaints reaching ADR. We have published both schemes’ Key Performance Indicators for Q2 2021 (April to June).

Diversity at Ofcom Report 2020/21
This annual report sets out the make-up of our workforce overall as well as the outcomes for particular groups of employees, from jobseekers to new joiners to those deciding to move to a new employer.

Covid-19 news and information: consumption and attitudes
Regular research on how people are receiving and responding to news and information about the Covid-19 pandemic. The latest research covers the 67th week since the initial spring lockdown in 2020.

Communications Market Report
We have published our interactive Communications Market Report for 2021. This includes data on each of the communications markets that Ofcom regulates. A short summary report is also available.

Report on Quantum Communications
A report commissioned by Ofcom’s emerging technology team to develop our understanding of the potential impact of advances in quantum physics on communication networks.

Telecommunications data revenues, volumes and market share update Q1 2021
This quarterly update highlights trends from the data Ofcom collects on the UK telecoms sector.


2nd August 2021

Welcome to the July edition of Ofcom’s newsletter, which includes our latest news, features and advice. Read about our research into how the country gets its news, as well as updates on support for people struggling to pay telecoms bills, and new digital, local radio stations for communities across the UK.

We’ve also got help for people receiving unwanted phone calls that use ‘number spoofing’ to hide the number scammers might be calling from. We hope you find it useful!

Young people turn away from TV news to keep up to date online

Young people are more likely to use the internet to keep up with news rather than using TV and other sources, according to our latest research…  Read more

Telecoms firms must do more for customers struggling to pay bills

Mobile phone and broadband firms must do more to support people in financial difficulty, or they could face new interventions to better protect customers… Read more

A small-scale revolution for local radio

Thousands of listeners across the UK will be able to enjoy a richer and wider range of radio programming thanks to technology called small-scale DAB… Read more

Travelling abroad this summer? Check for roaming charges

If you’re looking to get overseas this summer, be aware of any charges you could face for using your mobile phone when you’re outside the UK… Read more

Ofcom investigation helps to convict hoax coastguard caller

A man has been found guilty of making hoax emergency calls to the coastguard, following an investigation in which Ofcom played a key role… Read more

Putting innovation at the heart of the UK’s wireless future

We’ve set out how we’ll manage the UK’s airwaves over the next ten years, with innovation at the heart of our work…
Read more

What is Open RAN, and why does it matter to mobile users?

Open RAN enables greater choice and flexibility in telecoms supply chains, meaning more capacity and a better experience for mobile phone users… Read more

Number spoofing scams

We’ve heard of an increase in scammers targeting victims over the phone, deliberately changing the caller ID – this is known as ‘number spoofing’… Read more

Dealing with home phone and broadband problems

Having problems with your home phone or broadband service? Check out our guide for tips and advice on how to get connected again… Read more


22nd July 2021

Telecoms firms need to do more to help customers struggling to pay bills

Ofcom has today published our annual Pricing Trends report, which provides analysis of what people paid for their broadband and phone services in 2020. Our research shows that, in general, broadband and mobile customers are getting better services while prices have been falling in recent years.

However, many people on low incomes are struggling to pay, and not all are getting the support they need. New data we have collected on the affordability of communications services, also published today, shows that around two million households struggle to afford internet access.


20th July 2021

Ofcom report shines light on new technologies shaping the future of the internet

Ofcom has today published the latest report from its Emerging Technology programme – shining a light on the technological advances that could shape the Internet of the future.

As the UK’s communications regulator, it is vital we are aware of the trends and changes affecting the sectors we regulate – both now and in the future. Ofcom’s Emerging Technology programme monitors these developments closely and earlier this year, we published our Technology Futures report – looking at the telecoms technologies that could pave the way for new ways for people to communicate in the coming years.

We have continued our work to explore what the next game-changing innovations could be. Today we have published Internet Futures – a follow-up report that focuses on the technologies that could underpin how the Internet operates in the future, and what that could mean for people and businesses.

The report includes contributions from industry, academics and technology experts from across the world – offering a sample of the many different innovative technologies being developed. The report summarises these views, with the following overarching themes emerging as the key trends:

·        Personalisation of experience, privacy, trust, and quality of experience for users;

·        Increased introduction of cloud technology and its extension closer to the end user; and

·        Environmental sustainability.

We will continue to keep a close eye on how the communications sectors are evolving through our ongoing Emerging Technology programme, and welcome further views on important technologies for the future.

9th July 2021

Ofcom Annual Report and Accounts 2020/21

Ofcom has today published its Annual Report and Accounts for the period 1 April 2020 to 31 March 2021.

We have also published our Section 400 Accounts, with details of receipts from licence fee payments and financial penalties over the course of the year.


6th July 2021

Ofcom’s Communications Monthly Update: July 2021

This is a regular round-up of routine Ofcom publications over the last month.

This month’s update covers:

Regular updates

  • Office of the Telecommunications Adjudicator update
  • Television broadcast licensing update
  • Radio licensing monthly update

Broadcast

  • Update on temporary Covid-19 short-term restricted service licences
  • Statement: Notice of decision to withdraw pre-advertisement of local analogue commercial radio licence for Portsmouth
  • Limited coverage FM restricted service radio trial licensing – Update on the award of trial licences

Telecoms

  • Clarification on our new guidance on contractual modifications from June 2022
  • Final directions applying Code powers to Ark Data Centres Ltd and Suez Advanced Solutions UK Ltd
  • Application form for Ofcom’s Digital Comparison Tools Accreditation Scheme

 Research

  • BBC Teens Tracker
  • Covid-19 news and information: consumption and attitudes
  • BBC Performance Tracker 2020/21
  • Rapid Evidence Assessment of Diversity in Public Service Broadcasting

Office of the Telecommunications Adjudicator update 
The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for June 2021. At the end of June 2021, the number of unbundled lines stands at 9.05 million. There are 4.12 million WLR lines, and the number of telephone numbers using CPS is 2.07 million.

Television broadcast licensing update
Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing monthly update
Information about Ofcom’s broadcast radio licensing activity with regard to both the commercial and community radio sectors. This month’s update includes recently published information on our limited coverage FM restricted service radio trials.

Update on temporary Covid-19 short-term restricted service licences
Once a government has announced that restrictions are lifted, we will no longer offer temporary Covid-19 SRSLs in the nation affected by the announcement. The temporary Covid-19 SRSLs currently on air will come to end on the expiry date in place when the restrictions are lifted.

Statement: Notice of decision to withdraw pre-advertisement of local analogue commercial radio licence for Portsmouth
Ofcom is withdrawing the notice of pre-advertisement and discontinuing the re-licensing process with immediate effect. As a result of a clerical error when the existing licence was granted in 2015, it was inadvertently granted for a seven-year term (expiring on 31 July 2022), rather than a 12-year term as indicated in the 2014 re-advertisement for this licence.

Limited coverage FM restricted service radio trial licensing – Update on the award of trial licences
Ofcom has decided to award licences to participate in the trial to 12 applicants. The trial licences will have a 12-month duration, and we expect that the trial services will come on-air on 1 September 2021.

Clarification on our new guidance on contractual modifications from June 2022
Through engagement with providers we have received questions about Ofcom’s expectations for how providers should apply the General Condition C1 guidance when dealing with changes to charges for roaming services. We have published a letter seeking to provide some additional clarification as to how providers can apply the requirements of the new General Conditions C1.14 and C1.15 with respect to roaming services.

Final directions applying Code powers to Ark Data Centres Ltd and Suez Advanced Solutions UK Ltd
Ofcom has confirmed that, pursuant to the Electronic Communications Code and following consultation, Code powers have now been granted to Final directions applying Code powers to Ark Data Centres Ltd and Suez Advanced Solutions UK Ltd.

Application form for Ofcom’s Digital Comparison Tools Accreditation Scheme
Ofcom has now confirmed arrangements for audits to assess compliance with the new scheme criteria – guidance and an application form can be found on our website. Existing scheme members should submit their completed application by 31 August 2021, and we welcome applications from prospective new scheme members.

BBC Teens Tracker
Data details of the sampling frame, weighting procedures and statistical reliability for the BBC Teens Tracker. The BBC Teens Tracker is part of the wider BBC Performance Tracker research which is conducted among adults aged 16 and over. The BBC Teens Tracker provides Ofcom with an understanding of media consumption and attitudes among secondary school children aged 11 to 16 living in the UK.

Covid-19 news and information: consumption and attitudes
Regular update on how people are receiving and acting on news and information about the Covid-19 pandemic. This publication covers the 63rd week since the first lockdown in Spring 2020. In Week 63 eight in ten people (81%) said they accessed news about the coronavirus at least once a day while traditional media has remained the most-used source of news and information about the coronavirus, used by 82% of people.

BBC Performance Tracker 2020/21
Publication of data tables and a technical report for the BBC Performance Tracker. The BBC Performance Tracker measures audience opinions on the BBC’s performance against the delivery and importance of the four public purposes across the UK.

Rapid Evidence Assessment of Diversity in Public Service Broadcasting
Study conducted by LSE and University of Leeds conducted to help identify knowledge gaps and suggest areas for future research. Among the report’s recommendations are that future research should take into account under-represented categories of diversity such as class, disability and religion. The report also recommends that future research should consider diversity in relation to the UK’s regions.

 

22nd June 2021

New emergency video relay service for sign language users

From next year, British Sign Language users will be able to contact the emergency services using video relay, under new rules announced today by Ofcom.

Under our existing rules, people with hearing or speech impairments can already communicate with other people over the phone via an Ofcom-approved text relay service, and can contact the emergency services by simply sending a text message to 999.

However, these services rely on written English, which can lead to misunderstandings for British Sign Language (BSL) users in emergency situations. We want BSL users to have equivalent access to the emergency services with other people in the UK.

So, we are now requiring telephone and broadband companies to offer a free, 24/7 video relay service for BSL users to contact the emergency services, via a dedicated mobile app and website. Telecoms firms can either deliver the service themselves or contract another organisation to do so, but it must be approved by Ofcom.

Enabling BSL users to use their first language will make it easier for them to get the help they need for them and others in emergencies. They will be better able to describe the nature of the emergency and understand potentially life-saving instructions from the emergency services.

A news article is available with more detail.

15th June 2021

Research on vulnerable customers’ experiences of contacting telecoms providers

Ofcom has today published qualitative research on the customer service some vulnerable people have experienced when getting in touch with their phone, broadband or pay-TV provider recently.

Our research shows that while some people had positive experiences, there was a lack of consistency in the levels of customer service on offer. People’s experiences seemed highly dependent on the member of staff they dealt with. Their experience was often different each time they contacted their provider, or if they were transferred from one customer service agent to another while on the call.

Our rules mean telecoms companies must have policies and procedures in place to make sure vulnerable customers are treated fairly. We have also previously published a guide on the practical measures providers can adopt in light of these rules.

A news article is available with more detail.

9th June 2021

Ofcom’s Online Nation 2021 reveals a year lived online

UK adults spent more time online on desktop, smartphones or tablets in 2020 than comparable European countries according to Ofcom’s annual study into the nation’s online habits.

Ofcom’s Online Nation 2021 delivers a snapshot of an unprecedented year, when communication, entertainment, culture, retail, work and education moved more online.

UK adults spent more than three-and-a-half hours online each day in 2020 – more than an hour longer than in Germany and France and 30 minutes more than Spain.

Brits also spent nearly £2.45bn on, and in, mobile apps across last year, with Tinder, Disney+, YouTube and Netflix topping the list.

The report also reveals:

  • The UK’s online shopping bill sored by almost 50% to nearly £113 billion in 2020.
  • Teenagers’ online purchasing power is also growing – they’re now spending more money online than offline (68% vs. 32% in March 2021);
  • TikTok experienced huge growth during the pandemic – from 3 million UK adult visitors in September 2019 to 14 million by March 2021
  • Tinder is the most popular dating app among young adults, while around half (49%) of all UK adults (26 million) visited an adult website or app in 2020;
  • Despite most platforms setting their minimum user age at 13, nearly two-thirds (59%) of UK children use social media by the time they are 11. By age 15, use increases to 95%; and
  • Two-thirds of boys (67%) and three-quarters of girls (77%) aged 7 to 16 said that social media can cause them worries about body image.Alongside the full report and interactive report, we are publishing three third-party reports designed to help Ofcom better understand people’s online habits, behaviours and attitudes.These reports are:
  • Automated tools: an assessment of the existing range of automated tools for measuring online experiences.
  • Misinformation: a qualitative exploration
  • Online Misinformation and Media Literacy: a rapid evidence review

We are also publishing an independent report by PA Consulting on transparency in the regulation of online platforms as part of our preparation to take on new responsibilities regulating online safety.

8th June 2021

Ofcom’s Communications Monthly Update: June 2021

This is a regular round-up of routine Ofcom publications over the last month.

This month’s update covers:

Regular updates

  • Office of the Telecommunications Adjudicator update
  • Television broadcast licensing update
  • Radio licensing monthly update

Broadcast

  • Statement: Commercial radio pre-advertisement

Telecoms 

  • Final directions applying Code powers to Briant Broadband Ltd, Gigaair Ltd, Liberty Property Co II Ltd, Solway Communications Ltd, Spring Fibre Ltd and Stix Internet Ltd

Joint statement on Ofcom’s relationship with NCSC

 Research

  • Technology Tracker – main survey 2021 data
  • Covid-19 news and information: consumption and attitudes
  • News Consumption Survey data 2021

Corporate

  • Information Registry update

Office of the Telecommunications Adjudicator update
The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for May 2021. At the end of May 2021, the number of unbundled lines stands at 9.07 million. There are 4.13 million WLR lines, and the number of telephone numbers using CPS is 2.07 million

Television broadcast licensing update
Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing monthly update
Information about Ofcom broadcast radio licensing activity with regard to both the commercial and community radio sectors.

Statement: Commercial radio pre-advertisement
Inviting declarations of intent for the Portsmouth local analogue commercial radio licence which is due to expire on 31 July 2022. 

Final directions applying Code powers to Briant Broadband Ltd, Gigaair Ltd, Liberty Property Co II Ltd, Solway Communications Ltd, Spring Fibre Ltd and Stix Internet Ltd
Ofcom has confirmed that, pursuant to the Electronic Communications Code and following consultation, Code powers have now been granted to Briant Broadband Ltd, Gigaair Ltd, Liberty Property Co II Ltd, Solway Communications Ltd, Spring Fibre Ltd and Stix Internet Ltd.

Joint statement on Ofcom’s relationship with NCSC
A joint statement from Ofcom and the National Cyber Security Centre (NCSC) on how the two organisations will work together under the Telecoms Security Bill.

Technology Tracker – main survey 2021 data
Publication of Ofcom’s raw data tables, questionnaires and notes on methodology changes due to the Covid-19 pandemic for Ofcom’s Technology Tracker 2021.

Covid-19 news and information: consumption and attitudes
Regular update on how people are receiving and acting on news and information about the Covid-19 pandemic. This publication covers the 59th week since the first lockdown in Spring 2020. In Week 59 eight in ten people (81%) said they accessed news about the coronavirus at least once a day while traditional media has remained the most-used source of news and information about the coronavirus, used by 83% of people.

News Consumption Survey data 2021
Survey data tables for our regular research into news consumption across television, radio, print and online. Our News Consumption report will be published in the coming weeks.

Information Registry update
Quarterly update on the work of Ofcom’s Information Registry, which helps to co-ordinate formal information requests to companies we regulate.

 

 01 June 2021

Evaluation of the 2015 pricing reforms for calls to non-geographic numbers

Ofcom has published an evaluation of changes we made in 2015 to the regulation of calls to non-geographic numbers.

There were two parts to the changes:

  • making 080 numbers free from mobiles as well as landline telephones; and
  • introducing a new “unbundled tariff” structure for calls to 084, 087, 09 and 118 numbers.

The unbundled tariff involved two separate charges:

  • an access charge from the caller’s communication provider; and
  • a service charge from the service provider, i.e. the company providing the service using the number (for example, a ticket booking agency or mail order company).

The lessons we take from this evaluation will inform our future policy making. Read More 

27th May 2021

May 2021 Newsletter

Welcome to the latest edition of the Ofcom newsletter. This month we’ve got some news about our updated mobile and broadband checker, as well as our latest research on broadband speeds in the UK.

There’s also information about the new responsibilities we’ve been granted to help keep people safe online, and insight into why some broadband companies charge their customers for providing an email address.

We’ve updated our mobile and broadband checker

We’ve made changes to our mobile and broadband checker tool, making it more accessible and offering information on services in your area…  Read more

UK broadband speeds are
on the rise

Broadband speeds in UK homes have continued to improve, with both download and upload speeds on the rise, according to the latest Ofcom research… Read more

Ofcom gains online safety powers as Government bill published

The Government has published its draft Online Safety Bill, granting Ofcom new responsibilities to help to keep people safe when they are online… Read more

Why do some broadband providers charge for an email address?

Some broadband customers who switch provider need to pay if they want to continue using the email address their old provider gave them… Read more

New proposals to help people boost indoor mobile signals

People who struggle to get a good mobile signal indoors could buy a wider range of devices to help improve it, under Ofcom proposals… Read more

Telecoms firms should go further on customer service

Telecoms firms need to go further in tackling customer service problems, despite the support they offered during the coronavirus (Covid-19) pandemic… Read more

Give us your view on BSL on TV channels and on-demand services

We’re inviting people who use British Sign Language (BSL) to tell us what they think about the use of BSL on TV and video-on-demand services… Read more

Costs, billing and switching

Learn more about call costs, billing problems and using your phone abroad, as well as advice if you’re considering switching… Read more

How Ofcom deals with TV and radio complaints

Read our guide to the process we follow when we receive a complaint about a TV or radio programme…  Read more

11th May 2021

Mobile strategy review terms of reference

Ofcom has today published the terms of reference for its upcoming mobile strategy review.

In our plan of work for 2021/2022, we outlined plans to develop a strategy for our approach to the mobile sector, to support innovation and help ensure people across the UK get the connections they need.

The review will aim to ensure the mobile market works well for people and businesses over the next five to 10 years, as the market continues to evolve and taking account of new technologies.

We are planning to publish a discussion paper on the review by the end of 2021, with initial conclusions published next spring. Today’s publication sets out the terms of reference for this review.

 

30th April 2021

Approval of Phone-Paid Services Authority’s new code of practice

Ofcom has today published a consultation on approving a new edition of the Phone-paid Services Authority’s code of practice for regulating premium rate services.

Ofcom has overall responsibility to make sure that people who use premium rate services are protected, by ensuring appropriate rules are in place and enforced. To achieve this, we have designated the Phone-paid Services Authority (PSA) to carry out the day-to-day regulation of these services, which it does by enforcing the rules set out in its code of practice.

Telecoms and pay-TV complaints data

Ofcom has today published the latest league tables on the complaints we receive about the UK’s major home phone, broadband, mobile and pay-TV firms.

The quarterly report reveals the number of complaints made to Ofcom between October and December last year, about firms that provide home broadband, landline telephone, pay-monthly mobile and pay-TV. We include all providers with a market share over 1.5%.

Next month we will publish our annual Comparing Customer Service research, looking into how the major telecoms providers performed on customer service over the past year. This will include data on the number of complaints received throughout 2020.

23rd April 2021

Consultation on future regulation of telephone numbers

Ofcom has today proposed amendments to the rules that govern the use of phone numbers in the UK.

The way we use phones is changing. Mobile and online communications are increasing, and landline use is declining. The traditional landline telephone network in the UK – the public switched telephone network (PSTN) – is coming to the end of its life and is gradually being replaced. Over the next few years, landline calls will be carried over more modern Internet Protocol (IP) networks, with landline telephone services increasingly delivered over broadband connections.

Against this backdrop, we are proposing to remove the obligation on phone companies to provide a ‘local dialling’ facility, given the increased complexity of providing it on IP-based networks. Local dialling lets someone make a call from one landline to another landline in the same area without dialling the area code. Our research has found that the value of local dialling for consumers has declined.

We are also proposing measures that would prohibit ‘cash for calls’ schemes, which incur costs for the phone companies originating the calls, that could ultimately be passed on to their customers.

Today’s consultation closes on 2 July 2021, and we plan to publish our decisions on these proposals later this year.

30th March 2021

Ofcom review of wholesale call markets

Ofcom has today published a statement on how we will regulate the wholesale markets that underpin landline and mobile telephone calls in the UK, for the period between April 2021 and March 2026.

Call termination

When people call a UK mobile or landline number, the caller’s network provider pays a wholesale charge to the recipient’s phone company for connecting the call. This is called a ‘termination rate’.

To continue to protect customers from high prices, we are capping termination rates for calls made and received in the UK, based on the cost of connecting a call. This includes:

  • For calls to mobiles, the cap will be 0.379p per minute next year, which is lower than the current cap of 0.468p per minute. We will also continue applying this mobile termination cap to calls to ‘070’ numbers.
  • For calls to landlines, we will maintain the current cap of 0.0292p per minute in real terms.
  • When someone calls a UK number from abroad, we propose that UK providers should charge no more than the rate they are charged when their customers make calls to that international destination.Call origination and interconnectionCurrently, some phone companies still use BT’s wholesale ‘call origination’ service to enable their customers to make calls on their landline. Over the next few years, landline calls will be increasingly carried over more modern, Internet Protocol (IP) networks. So we will deregulate wholesale call origination, as providers will no longer need to purchase it from BT.As industry moves away from using the traditional telephone network, we expect companies will increasingly interconnect with each other using the more modern IP interconnection networks. So we have set out how we will regulate BT’s IP interconnection service.

26th March 2021

Ofcom’s Plan of Work 2021/2022

Ofcom has today published its Plan of Work for 2021/22, outlining its priorities for the next financial year.

High-quality, reliable communications services have been more important than ever throughout the last year. These services will continue to be an essential part of people’s lives as the UK emerges from the coronavirus pandemic, and for years to come.

Following consultation including a series of public events, Ofcom has today set out its strategic priorities for the coming year.

Ofcom’s strategic priorities for 2021/2022

  • Investment in strong, secure networks.Supporting ongoing investment in faster broadband and better quality mobile networks. Includes working with industry to ensure the UK’s vital communications networks are safe, secure and resilient.
  • Getting everyone connected.Working to ensure people and businesses can access key communications services – including in the hardest to reach locations. Includes monitoring delivery of the universal broadband service and the Shared Rural Network. We will also work to make sure the universal postal service is sustainable for the future.
  • Fairness for customers.Continuing our work to ensure broadband, phone and TV customers – particularly those who are vulnerable – can shop around with confidence, switch easily and are treated fairly.
  • Supporting and developing UK broadcasting.Supporting the UK’s vibrant media sector, including public service broadcasting, and helping them to meet the changing needs of viewers and listeners. We will also continue to monitor and report on the BBC’s performance.
  • Preparing to regulate online harms.We will regulate UK-established video-sharing platforms, under the new regime. The UK Government has confirmed it intends to appoint Ofcom as the regulator for online harms and we are preparing for this planned new role.

We will also take steps to ensure we are well positioned to carry out our duties both now and in the future. This includes:

  • Strengthening Ofcom for the future.As our sectors and our duties are increasingly shaped by online services, we will evolve our skills, develop innovative working practices and build a diverse workforce that reflects the whole of the UK.
  • Developing new partnerships.We will develop new – and build on existing – domestic and international partnerships with regulators, academia, governments, industry and organisations across sectors we regulate.

The Plan of Work also includes our work programme for the next year, which explains the key activities we will be undertaking over the next 12 months across all of our work.

New Manchester hub

As part of Ofcom’s preparations for taking on new online safety responsibilities, we have announced plans to open a new digital and technology hub in Manchester this summer. This will create up to 150 new jobs in the Manchester, drawing on the city’s reputation as a thriving centre for technology and innovation.

A news release is available.

23rd March 2021

ICO and Ofcom publish joint action plan for tackling nuisance calls

The Information Commissioner’s Office (ICO) and Ofcom have today outlined a joint plan for tackling nuisance and scam calls for 2021/2022.

The ICO takes the lead on tackling live and recorded marketing calls and nuisance text messages and emails. They are responsible for taking enforcement action against organisations that breach the relevant rules. Ofcom leads on silent and abandoned calls and works collaboratively with the ICO, telecoms companies and other organisations, providing research and technical assistance as well as advice to consumers.

The ICO and Ofcom saw complaints about nuisance calls or messages decrease overall in 2020, however both also noted a surge in complaints from September/October to December 2020 compared to the same period in 2019. Ofcom saw an 83% increase in the number of complaints between October and December 2020 compared with the same months in 2019. Similarly, the ICO saw a 27% rise in complaints between September and December 2020 compared to the same months in the previous year. Since 2013, the ICO and Ofcom have published joint action plans to tackle the harm to consumers caused by nuisance calls and messages. In May 2020 we set our key areas of focus in tackling nuisance calls including:

  • Taking targeted action against people or companies that are not following the ICO’s and Ofcom’s rules.
  • Raising awareness of and tackling Coronavirus (Covid-19) scams and continuing to support the work of Stop Scams UK.
  • Working with telecoms companies to improve how they disrupt and prevent nuisance calls, by reviewing solutions made available to customers by their provider.
  • Working with other regulators and enforcement agencies to identifying new opportunities to prevent nuisance calls and scams.
  • Sharing intelligence with others, including international partners and enforcement agencies.

This update reports on the progress made in each of the areas over the last year. We are publishing this update as the UK continues to manage the impacts of the coronavirus and looks at how initiatives designed to curb these kinds of calls and messages are working in practice.

In the year ahead, the ICO and Ofcom will continue to take action on these five key areas and we will publish an update on our progress in 2022. Ofcom also publishes advice for people on how to protect yourself from nuisance calls and messages, and who to complain to if you do receive them.

3rd March 2021

Ofcom’s Communications Monthly Update: March 2021

This is a regular round-up of routine Ofcom publications over the last month.

This month’s update covers:

Regular updates:

·         Office of the Telecommunications Adjudicator update

·         Television broadcast licensing update

·         Radio licensing monthly update

Telecoms:

·         Alternative Dispute Resolution schemes’ performance

·         Proposed numbering withdrawals

 Spectrum:

·         Update to auction process guidance document 

Broadcast:

·         SRSLs – draw results for period of high demand

Research:

·         Customer satisfaction tracker and complaints handling tracker – winter 2020

·         Children’s and Parents’ media use and attitudes – data tables

·         Adults’ media literacy tracker 2020

·         Covid-19 news and information: consumption and attitudes

·         Email and update: Making sense of media network bulletin

·         Residential and business postal trackers Q1 to Q4 2020

Online:

·         Insights for online regulation: a case study monitoring political advertising

Office of the Telecommunications Adjudicator update

The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for February 2021. At the end of February 2021, the number of unbundled lines stands at 9.195 million. There are 4.19 million WLR lines, and the number of telephone numbers using CPS is 2.09 million.

Television broadcast licensing update

Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing monthly update

Information about Ofcom’s broadcast radio licensing activity with regard to both the commercial and community radio sectors. This month’s update includes award statements for the first ever small-scale radio multiplex licences. It also includes the outcome of the short-term restricted service licence draws held for this year’s high demand period.

Alternative Dispute Resolution schemes’ performance

OS and CISAS publish data on a quarterly basis showing the ADR case outcomes and the categories of complaints reaching ADR. We have published both schemes’ Key Performance Indicators from Q1 2020.

Proposed numbering withdrawals

Ofcom intends to withdraw number ranges allocated to companies that have been dissolved, gone into liquidation or closed. We are seeking information regarding these proposed withdrawals, to make sure these numbers are not being used.

Update to auction process guidance document

A revised guidance document on the auction process, including an updated schedule of the bidding rounds for the upcoming spectrum auction.

Short term restricted service licences during period of high demand – draw results

Draw results following applications for short-term restricted service licences (SRSLs) from those hoping to broadcast between 9 April and 14 May 2021 – an anticipated period of high-demand that includes Ramadan.

Customer satisfaction tracker and Complaints handling tracker

Data from surveys monitoring customer satisfaction in the communications market, and interviews from customers who had complained to their telecoms providers in the past six months.

Children’s and Parent’s: media use and attitudes data tables

Routine update to the data tables for Ofcom’s Children’s and Parents’ Media Use and Attitudes report.

Adults’ media literacy tracker 2020

Routine update to the data tables for Ofcom’s Adults’ Media Literacy Tracker data tables.

Covid-19 news and information: consumption and attitudes

Monthly update on how people are receiving news and information about the Covid-19 pandemic. These findings cover the 47th week since the initial lockdown in spring 2020.

Making sense of media network bulletin

Regular email summary of media literacy activities by Ofcom and other organisations, in the UK and overseas.

Residential and business postal trackers Q1 to Q4 2020

Datasets of postal tracking surveys conducted in Q1 to Q4 2020, providing data on residential and SME consumers’ use of post and attitudes to postal services.

Insights for online regulation: a case study monitoring political advertising

Report analysing lessons learned from monitoring political advertising on online companies’ platforms, under their voluntary Code of Practice on Disinformation.

 

2nd February 2021

Ofcom’s Communications Monthly Update: February 2021

This is a regular round-up of routine Ofcom publications over the last month.

This month’s update covers:

Regular updates

  • Office of the Telecommunications Adjudicator update
  • Television broadcast licensing update
  • Radio licensing monthly update
  • Telecoms
  • Update on GSM Gateways court decision
  • Final directions applying Code powers to Digital Infrastructure Ltd
  • Broadcast
  • Code on Electronic Programme Guides
  • Short-term restricted service licences (SRSLs) – list of areas applied for, for 2021’s high demand period
  • Research
  • Data Collection: user guides and website updates
  • Covid-19 News and information tracker
  • Telecommunications data revenues, volumes and market share update Q3 2020
  • Connected TV advertising market dynamics
  • Online Harms
  • Economic Insights – Tools for Online Regulation: Drivers and Characteristics of False Information Websites

Office of the Telecommunications Adjudicator update
The Independent Office of the Telecommunications Adjudicator (OTA2) has published its update for January 2021. At the end of January 2021, the number of unbundled lines stands at 9.22 million. There are 4.21 million WLR lines, and the number of telephone numbers using CPS is 2.09 million.

Television broadcast licensing update
Information about Ofcom’s broadcast TV licensing activity, including details of new licences issued and changes to existing licences.

Radio licensing monthly update
Information about Ofcom’s broadcast radio licensing activity with regard to both the commercial and community radio sectors. This month’s update includes information on which areas we’ve received short-term restricted service licence applications for, for this year’s period of high demand.

Update on GSM Gateways court decision
This is an update confirming that Ofcom will not be taking action to issue any licence exemption regulations, in relation to the Government seeking permission to appeal a Court of Appeal judgment on GSM gateway devices. We will continue to keep the position under review.

Final directions applying Code powers to Digital Infrastructure Ltd
Ofcom has confirmed that, pursuant to the Electronic Communications Code and following consultation, Code powers have now been granted to Digital Infrastructure Ltd.

Code on Electronic Programme Guides
Publication of minor amendments to sections on prominence, and fair, reasonable and non-discriminatory treatment in Ofcom’s code on Electronic Programme Guides (EPGs) following consultations in late 2020. The changes came into effect on 4th January 2021.

Short-term restricted service licences (SRSLs) – list of areas applied for, for 2021’s high demand period
Publication of the list of geographical areas Ofcom received short-term restricted service licences applications for, covering this year’s period of high demand, which includes Ramadan (9 May to 14 April 2021).

Data Collection: user guides and website updates
Publication of user guides and updates to the website to assist routine submission of data from TV and Radio Broadcast Licence holders.

Covid-19 news and information tracker
Regular research into how people are receiving and acting on news and information about the Coronavirus pandemic. This publication covers Week 43 since the initial lockdown in spring 2020. This wave also includes findings on the news habits of children aged 12-15 during the period November/December 2020.

Research – Telecommunications data revenues, volumes and market share update Q3 2020
This quarterly update highlights trends from the data Ofcom collects on the UK telecoms sector.

Research – Connected TV advertising market dynamics
Publication of a report from consultancy Spark Ninety on the market dynamics of advertising in connected TV, including arrangements on advertising inventory, revenue shares, and the underlying technology and data.

Economic Insights – Tools for Online Regulation: Drivers and Characteristics of False Information Websites
A discussion paper from our Economist team on how to assess the availability and potential impact of false information online. The report finds that false information spreads more easily and faster than ever before. It also explores data sources and research techniques that can be used to investigate false information. The report concludes, among other things, that the scale of content generated and shared online has increased to such an extent that new approaches may be required to undertake a comprehensive analysis of this issue.