Press release

Broadband, TV and mobile switchers could make big savings of up to £187, Which? finds

With eye-watering price hikes of up to 10 per cent predicted for some mobile, TV and broadband firms this April, new Which? research finds that customers could save up to £187 a year by switching providers ahead of rises taking effect
4 min read
Press Team

The consumer champion surveyed nearly 5,000 customers whose broadband, combined broadband and TV or mobile phone contract had ended in the past 12 months, asking if they had switched or haggled, and how much they had saved on their bills in the process.

On average, TV and broadband customers could save £154 by switching, however Virgin Media customers surveyed saved £187 a year on average by switching away for a better deal.

TV and broadband customers who haggled with their current provider rather than switching saved a significant £111 on average. 

The findings follow Ofcom recently proposing a ban on inflation-linked mid-contract price rises, after provisionally concluding that they can cause substantial consumer harm. However, given the ban will not come into force in time for the anticipated April 2024 price hikes, Which? is calling on telecoms providers to stop this practice immediately and cancel any unfair and unpredictable price hikes planned for this spring. 

Which?’s research found there were also huge savings available for broadband-only customers who switched providers, with the average being £98. Customers departing Virgin Media and Sky saved even more – £123 on average and £126 on average, respectively. 

Broadband customers who haggled saved less on average (£29) but again customers with some of the bigger providers often saved more. Consumers with Virgin Media as their provider saved £57, almost double the average saving across all providers, while customers who negotiated with Sky saved an average of £55.

Out-of-contract mobile customers saved an average of £70 by haggling, but people who haggled with EE saved £105 and those who negotiated with Vodafone saved £91.

Mobile customers at the end of their contracts actually saved slightly less on average by switching versus haggling. Switchers saved £65 on average but this went up to £128 for customers that switched away from EE.

Which? does however caution that customers who switch to new cheaper deals could still be subjected to inflation-linked mid-contract price rises in April 2024. 

One option to avoid these is to choose a provider that already protects customers against inflation by committing to keep customers’ prices the same for the duration of their contract, such as Hyperoptic, Utility Warehouse or Zen Internet. 

In all three categories Which? looked at, the majority of customers surveyed who had switched providers said they had found the process easy. The proportion was lowest for TV and broadband, probably because this is the most complex of the three categories with multiple elements to weigh up – but even in this instance, more than half (52%) of switchers said that they had breezed through the process. Meanwhile, just over three-quarters (76%) of mobile switchers said they had found it easy.

Switching broadband providers should be even easier. One Touch Switch was supposed to be in place last spring but continues to be delayed. When introduced, it will mean consumers only ever have to contact their new broadband provider, even if they are changing between different networks. 

Many customers tied into contracts that impose unfair and unpredictable mid-contract price rises do not have the opportunity to switch without incurring a significant penalty. Which? believes all telecoms firms must put an end to this practice and not blindside consumers with unfair price hikes in April 2024. This includes ad-hoc price rises that can also rip off consumers.

Rocio Concha, Which? Director of Policy and Advocacy, said:

“Our latest research shows out-of-contract broadband, TV and mobile customers can save a significant amount of money by switching or haggling with their current provider, a great way to save money at the start of the new year.

“Many consumers may still face price hikes this spring. It would be outrageous if providers were to cash in on unfair mid-contract price rises before new Ofcom rules calling time on them come into effect. Telecoms firms must do the right thing by their customers and stop these practices immediately.”

Notes to editors

  • Results based on a survey of 4,954 people whose broadband, combined TV and broadband, and/or mobile phone contract ended and/or have switched providers in the past 12 months. Fieldwork was carried out online by Focaldata.

Which? ‘The Right to Connect’ campaign

Access to the internet has become a basic necessity to life in the 21st century – for everything from work and school to socialising, shopping, banking, and accessing essential government services. Which?’s ‘The Right to Connect’ campaign is calling for clearer and fairer pricing for telecoms customers, because when it comes to basic necessities like a reliable mobile or internet connection, consumers deserve clarity. 

About Which?

Which? is the UK’s consumer champion, here to make life simpler, fairer and safer for everyone. Our research gets to the heart of consumer issues, our advice is impartial, and our rigorous product tests lead to expert recommendations. We’re the independent consumer voice that influences politicians and lawmakers, investigates, holds businesses to account and makes change happen. As an organisation we’re not for profit and all for making consumers more powerful.

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