OPCOM-报告：负担通讯服务的能力（英文）-2021.3-43页_1mb

Summary of the Affordability of Communications Services

Core Content

This report by Ofcom examines the affordability of communications services in the UK during the Covid-19 pandemic, with a focus on fixed broadband and mobile-internet services. It outlines the findings from consumer surveys and provider data, highlighting the impact of financial vulnerability on access to these essential services. Ofcom also discusses its regulatory responsibilities, ongoing monitoring efforts, and potential future actions to ensure affordability and support for vulnerable customers.

Main Findings

• Overall Affordability:

  • 81% of UK households did not report an affordability issue with their communications services.
  • 19% of households (approximately 4.7 million) reported at least one affordability issue in the last month.
  • The most common issue was making changes to a service (e.g., changing package/tariff) to make it more affordable, affecting 11% of all households.
  • Other serious issues included reducing spending on other essentials, cancelling services, missing payments, or changing payment methods.

• Vulnerable Groups:

  • Households with unemployed individuals, those aged 18-24, and those with an impacting or limiting condition were more likely to experience affordability issues.
  • Households in the lowest income category (under £15,600 per year) and those receiving government benefits also faced higher rates of affordability problems.

• Debt and Disconnection Trends:

  • The proportion of customers in arrears was relatively stable between January and September 2020.
  • The proportion of customers disconnected for non-payment was lowest in May (0.02% for fixed, 0.14% for mobile) but increased significantly by September (0.3% for both).
  • Providers varied in their debt and disconnection practices, and Ofcom encourages them to support vulnerable customers more effectively.

• Affordable Tariffs:

  • Standard and superfast broadband services are available for around £17-£25 per month, while mobile SIM-only contracts with capped data are available for £5-£10 per month.
  • Some providers, such as BT, KCOM, Virgin Media, and Voxi, offer targeted affordable tariffs for low-income or vulnerable customers, but take-up remains low.
  • Ofcom encourages providers to proactively promote these tariffs and make them available to those most in need.

Key Information

• Affordability Tracker:
  Ofcom maintains a monthly Covid-19 Affordability Tracker to monitor affordability and debt trends in real time.

• Targeted Tariffs:
  Examples of targeted affordable products include:

  • BT Basic + Broadband: £10.07/month, 10 Mbit/s, for means-tested benefits (zero earnings)
  • Virgin Media Essential Broadband: £15/month, 15 Mbit/s, for Universal Credit recipients
  • KCOM Lightstream Flex: £20/month, 30 Mbit/s, for means-tested benefits (zero earnings)
  • Voxi For Now: £10/month, 5G (where available), for employment-based benefits

• Government and Regulatory Context:

  • The European Electronic Communications Code (EECC) has influenced Ofcom's approach to social tariffs.
  • The Communications Act 2003 requires Ofcom to monitor affordability and protect vulnerable consumers.
  • Ofcom has the power to impose regulatory social tariffs on all providers if needed, following a direction from the Secretary of State and subsequent approval.

• Future Steps:

  • Ofcom will continue to monitor affordability and debt in the first half of 2021.
  • A detailed assessment of affordability and provider practices will be published.
  • Ofcom will evaluate whether further measures, such as formal social tariffs or direct support, are needed to address affordability concerns.

Importance of Internet Access

• Fixed Broadband:

  • 94% of households with fixed broadband consider it important, with 79% describing it as very important.
  • 6% of fixed broadband households experienced an affordability issue, estimated to affect around 1 million households.

• Mobile Internet:

  • 8% of mobile internet-only households experienced an affordability issue.
  • Younger age groups and those receiving benefits were more affected.

Policy and Support Measures

• Universal Service Obligation (USO):

  • A broadband USO was introduced in 2018, requiring BT and KCOM to provide affordable broadband to eligible consumers.
  • An eligibility price threshold of £45 per month was set to ensure affordability.
  • Uniform pricing obligations were introduced to prevent price discrimination between USO and non-USO areas.

• Welfare and Support During the Pandemic:

  • The Universal Credit claim numbers increased significantly during the pandemic.
  • The furlough scheme and other welfare measures were introduced to support household incomes.
  • Government schemes have been launched to ensure schoolchildren have access to internet and hardware during the pandemic.

Conclusion

Ofcom finds that while consumers generally have access to affordable communications services, vulnerable groups continue to face challenges. The agency encourages providers to promote and introduce targeted affordable tariffs, and will continue to monitor affordability and debt trends to ensure fair access to essential services. The importance of internet access has grown, particularly during the pandemic, making affordability a key concern for those in financial hardship.