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

Ofcom is today urging telecoms firms to do more to support their customers through the cost-of-living crisis, as new research reveals record numbers of households are struggling to afford their communications services.  

Our annual affordability study finds that nearly a third (29%) of customers – around 8 million households – are having problems paying for their phone, broadband, pay-TV and streaming bills. The number of struggling families has doubled over the last year (from 15% in April 2021) and now stands at its highest level since our records began.  

Ofcom research also shows that millions of low-income households are still missing out on broadband ‘social tariffs’ – special discounted superfast connections priced at around £10-£20 – because providers are not doing enough to advertise this support, or are refusing to offer these packages at all.   

While take-up of broadband social tariffs has more than doubled in the last six months – rising from 55,000 to 136,000 – only 3% of eligible households have signed up. That leaves 97% missing out on average annual savings of around £144 per year.

We are also today introducing new guidance on how firms should support customers in debt or struggling to pay. 

And with the cost-of-living crisis putting an unprecedented strain on household budgets, Ofcom is also pressing firms to consider whether large price rises can be justified at time of exceptional financial hardship.

Rhaid i gwmnïau telathrebu gefnogi cwsmeriaid yn well wrth i fwy o aelwydydd nag erioed yn ei chael hi'n anodd talu biliau 

Mae Ofcom heddiw yn annog cwmnïau telathrebu i wneud mwy i gefnogi eu cwsmeriaid drwy'r argyfwng costau byw, wrth i ymchwil newydd ddatgelu bod y nifer uchaf erioed o aelwydydd yn ei chael hi'n anodd fforddio eu gwasanaethau cyfathrebu.

Mae ein hastudiaeth fforddadwyedd flynyddol wedi nodi bod bron i draean (29%) o gwsmeriaid – tua 8 miliwn o gartrefi – yn cael problemau wrth dalu eu biliau ffôn, band eang, teledu-drwy-dalu a ffrydio. Mae nifer y teuluoedd sy'n cael trafferthion wedi dyblu ers y flwyddyn ddiwethaf (o 15% ym mis Ebrill 2021) ac yn awr mae ar ei lefel uchaf ers dechrau ein cofnodion.  

Mae ymchwil gan Ofcom hefyd yn dangos bod miliynau o aelwydydd sydd ag incwm isel yn dal i golli allan ar 'dariffau cymdeithasol' band eang – cysylltiadau cyflym iawn â gostyngiad arbennig am tua £10-20 – gan nad yw darparwyr yn gwneud digon i hysbysebu'r cymorth hwn, neu'n gwrthod cynnig y pecynnau hyn o gwbl.

Er bod y nifer sy'n manteisio ar dariffau cymdeithasol band eang wedi mwy na dyblu dros y chwe mis diwethaf - gan godi o 55,000 i 136,000 – dim ond 3% o aelwydydd cymwys sydd wedi cofrestru amdanynt. Mae hynny'n gadael 97% yn colli allan ar arbedion o tua £144 y flwyddyn ar gyfartaledd.

Hefyd heddiw, mae Ofcom yn cyflwyno arweiniad newydd ynghylch sut y dylai cwmnïau gefnogi cwsmeriaid mewn dyled neu sy'n cael trafferth talu. 

A gyda'r argyfwng costau byw yn rhoi straen na welwyd ei debyg o'r blaen ar gyllidebau aelwydydd, mae Ofcom hefyd yn pwyso ar gwmnïau i ystyried a ellir cyfiawnhau codi prisiau'n sylweddol ar adeg o galedi ariannol eithriadol.

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