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

29 July 2024

Statement: Tackling scam calls – expecting providers to block more calls with spoofed numbers. Providers given six months to implement the changes. Read the statement and documents from Ofcom here.

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

Evaluating recommender systems in relation to illegal and harmful content

Radio

Radio broadcast licensing monthly update: June 2023

Media Literacy

Telecoms infrastructure

In last week’s email we included an incorrect link to the Equinox 2 statement unredactions. We have corrected this in today’s email.
Consultation: Hybrid sharing: enabling both licensed mobile and Wi-Fi users to access the upper 6 GHz band
Statement: Final direction applying Code powers to ServerHouse Limited
Statement: Final direction applying Code powers to Smartfibre Broadband Limited
Statement: Final direction applying Code powers to NIO Net Limited

TV and on-demand

Consultation: Listed Events – FIFA Women’s World Cup Finals Tournament 2023

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

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

annex2-good-practice-guide

30th May 2023

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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

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