Mobile phone customers are being hit with unexpectedly large bills for going online because networks are failing to explain their charges clearly.
The Communications Ombudsman has said operators should do more to warn consumers about the potential costs of using smartphones to watch internet videos or downloading music.
Is your web use really unlimited?
The ombudsman said that consumers who had signed up to data packages described as unlimited often believed that this meant their mobile phone bills would not rise beyond a certain level every month.
But in fact, many such deals had small print which said that any internet use which exceeded a set level would incur extra charges.
What networks need to do
The ombudsman said that firms needed to take more action to make it clear how each package worked, and under what circumstances customers could face higher charges.
However, the Advertising Standards Authority has ruled that operators are within their rights to use the word unlimited to describe their internet packages in marketing material provided consumers are made aware of any limits, and that these would not affect a “typical user”.
The ombudsman said: “As our technology develops the ‘typical user’ is downloading and streaming more and more information.
"This is an emerging problem which we think could cause real consumer detriment – we want mobile phone companies to take action before it becomes more prevalent.”
Consumers must take responsibility
Mobile phone customers also have a responsibility to check the terms and conditions of any agreement they sign up to.
The ombudsman explained: “Consumers must make reasonable efforts to understand the limits of the package they are on and take steps to understand the terms and conditions of what they are buying, before they sign up to a fixed contract.
“If a welcome letter which clearly explains the limit isn’t read or is ignored, there is nothing we can do to help. Where the information provided by the company is missing, insufficient or misleading, the ombudsman can get involved.”
How to make a complaint
If you have been hit with what you think is an excessive bill for data usage and your mobile phone company failed to make clear the terms of your internet package, you should complain to the network in the first instance.
If its response is not satisfactory – the company has eight weeks to get back to you – you can take your case to the ombudsman by following this link.
