Newsletter

Jersey Consumer Council

Telecommunications Category

Everyone is touched by technology these days – more than 90% of adults now have access to the Internet in Jersey! (Jersey Annual Social Survey 2014). The way in which we communicate with one another has altered beyond all recognition and our reliance on the ever-evolving world of telecommunications grows almost daily. We present a range of useful posts and articles to help you understand this complicated consumer area and optimise your use of the array of telecoms devices, whilst avoiding the many pitfalls.

Calls & Data when Roaming

June 15, 2018 Telecommunications, Travel and Transport No Comments

 

Going on holiday is exciting but if you use your mobile phone while abroad you don’t want to come home to a nasty shock.

Whether you are jetting off somewhere exotic, hopping across to France with your car, or visiting friends and family, planning ahead will give you peace of mind that you won’t return to a big mobile phone bill when you get home to Jersey.

The Channel Islands Competition and Regulatory Authorities have worked alongside local telecom operators, JT, Sure and Airtel to bring down the cost of using your mobile phone while abroad, but with ever increasing use of data hungry mobile device, bigger than expected bills are still a possibility. There are a number of things you can do to give you peace of mind, before you embark on your travels.

Louise Read, Director of the Authority, recommends adding ‘talking to your mobile phone operator’, to your pre-holiday to-do list. JT, Sure and Airtel will be more than happy to help, advising you about the charges for the country you are visiting and suggesting ways of minimising your bill. Find out if your call and data allowances are included for roaming,  should you exceed these you are likely to be in for a costly surprise.

Once you are abroad, look for free Wi-Fi services whenever you can (many public spaces, hotels, cafes and restaurants now provide free access to broadband) However remember that public Wi-Fi does not afford you complete security so use it wisely and be cautious.

Consider staying in touch with free-to-use Apps such as WhatsApp and Skype. If you’re not using Wi-Fi, avoid data-heavy activities such as watching videos, updating social media with photos or downloading music. It’s worth seeing if your operator has an app which allow you to monitor your usage – download this before you set off.

Another option is to buy a local SIM card to put into your phone, with pre-paid credit. It may be a bit fiddly and you’ll have different phone number but if you use a lot of data, rather than calls, it will help you keep track of how much you are using and paying.”

Finally, of course, if you really want to avoid bill shock, and have complete peace of mind – Louise goes on to suggest “a ‘Digital Detox’ live in the present and turn off your data roaming function!”

Happy holidays!


Advertised Broadband Speeds

June 11, 2018 Telecommunications No Comments

Do you think your broadband download speed is not as fast as promised in your supplier’s advertising? Public consultation in the UK has discovered that the current guidelines for broadband advertising need tightening to create more clarity and help consumers make the right decision when choosing their broadband supplier.

It’s an issue that has been looked at carefully by advertising watchdogs the Committee of Advertising Practice (CAP) and the Advertising Standards Authority (ASA) and they have introduced new guidelines, which came into effect on 23 May, aimed at creating greater transparency in broadband speed advertising.

Locally the Jersey Consumer Council has been working with Trading Standards and Channel Islands Competition and Regulatory Authorities (CICRA) to ensure that the guidelines are followed here.

The new guidelines – key points:

  • Download broadband speeds should only be described as ‘average’ and must be available to at least 50% of customers at peak times;
  • Telecom companies should, wherever possible, promote their speed checking services in their ads;
  • Broadband speed advertising will be more transparent;
  • Consumers will be better informed enabling them to choose the right broadband service for their needs, whether at home or for business.

The move has been broadly welcomed by broadband providers, consumer bodies such as the Jersey Consumer Council and Trading Standards, and telecom regulators CICRA.

CICRA Director Louise Read said, “This positive change in the way operators can advertise broadband speeds brings greater clarity for consumers looking to make decisions about what they want from their broadband and the service they can expect”.

If you don’t think your broadband speed is as it should be, you should first of all talk to your provider. You can carry out a speed test using the online checker available on your provider’s website or ask them to carry out the test for you. If you’re not happy with the response you get, you can contact Trading Standards on 448160 or email tradingstandards@gov.je to investigate further.

 


Number Portability

April 10, 2018 Telecommunications No Comments

2018 marks 10 years since mobile number portability was introduced in the Channel Islands. It means that both Pay As You Go and Pay Monthly customers choosing to move between operators (Sure, JT and Airtel) can keep the exact same telephone number, including the prefix (e.g. 07797). It’s incredibly easy to do, there’s no loss of service and it’s totally free of charge. Plus, unlike in the UK, you don’t need to contact the operator you are leaving or give any notice period (provided you are outside of the term of your initial contract which is usually 12 or 24 months).

Thousands of customers in the Channel Islands move between operators each year, and the majority keep their number when they do. Both CICRA and the JCC have recommended customers shop around and local providers fully support this, whether you are looking to move for superior customer service, a better network experience or simply because you can save money with a new deal.

To take advantage of the competitive telecoms environment we have locally, simply visit your new operator and they will do it all for you.

Visit http://jerseytelcowatch.com to compare prices.

Check with your existing provider if you are in or out of contract.  There may be early termination fees to pay if you are still in a contract. If the account is in debt, barred or suspended, the port is not possible.

Can I change landline operator and keep my number?

The answer in simple terms is yes & no.

Two providers in Jersey offer traditional landline services using Wholesale Line Rental (WLR) and thus, if you are switching between Sure & JT, for example, you can keep your landline number. This is because the underlying wholesale product with the number ‘attached’ is still being provided by JT in Jersey, however the retail service being offered by the alternative operator may be different. Again, you will need to check the status of your existing contract.

For other local operators, not offering services based on the same underlying wholesale product this portability is not yet possible. However, it is still under consideration by Channel Islands Competition Regulator.


Who is CICRA and what does it do?

October 27, 2017 Home life, Money Matters, Telecommunications No Comments

CICRA (the Channel Islands Competition and Regulatory Authorities) is the independent organisation working on your behalf to ensure you receive the best value, choice and access to high quality services but what does that mean in practice for you, the consumer?

Over a series of articles, we will explain a bit more about CICRA’s role across the Channel Islands and particularly here in Jersey.

CICRA is one of several local organisations, including Trading Standards, Citizens Advice and the Jersey Consumer Council, that work to inform and protect the rights of islanders. As individual organisations we are relatively small but in partnership we support each other to ensure the best outcomes for you.

CICRA regulates the telecoms sector, Jersey Post and Ports of Jersey (the airport, harbour and marinas) and is responsible for administering and enforcing the local competition law

CICRA informs–

CICRA provides the information you need to make important purchasing decisions.

We publish telecoms customer satisfaction ratings and undertake independent mystery shopping surveys on the different telecoms providers. We’ll shortly be publishing the results of the first ever check on local mobile coverage as well as the results of the latest mobile mast emissions audit. We’re looking at quality of service delivered by Ports of Jersey at the airport, harbour and marinas and will be reporting on that later this year.

We involve government and local interest groups when changes to policy or law should be considered; for example our work on reviewing the supply of road fuel in Jersey led to a change in the law to require prices to be visibly displayed from the roadside at all outlets ensuring you are in a position to be fully informed and to shop around.

CICRA protects–

CICRA protects local business and consumers from anticompetitive behaviour by enforcing competition law.

We watch out for any businesses potentially causing consumer harm. This may be price fixing between competitors or   unfairly obstructing other providers from serving you. The competition law spans all business sectors and not just those we regulate.

For the telecoms sector, Jersey Post and Ports of Jersey, we have a more active role in setting ‘the rules’ by which the businesses operate as we licence these businesses. We can set prices, quality of service targets and hold these businesses to account when things go wrong – all to ensure that the interests of fair dealing businesses and local consumers are protected. For example, we’ve recently required JT to reduce its landline prices by 13% over the next two years and we’re keeping a closer watch on Jersey Post quality of service after it experienced a dip in performance.

We can prevent or amend proposed mergers and acquisitions where there would be a detrimental impact on choice locally. Recently we made sure Sandpiper’s acquisition of the Costcutter shops was modified to protect consumer choice in St Ouen, St John and Green Island.

While we are able to resolve most issues informally sometimes this is not possible; we have the power to mandate changes and to issue fines. This is very much a last resort. We’ve fined the States of Jersey for breaching the law after it created a monopoly for itself in the emptying of septic and tight tanks by restricting access to another business, Bellozane from operating in the same sector. We’ve also fined JT when it tried to fix the minimum selling price of its pay-as-you-go SIM packs.

CICRA needs to ensure it continues to focus on what is important to you as a local consumer. We’re very grateful for the help provided by islanders recently, through participation in our annual telecoms satisfaction surveys and our focus groups discussing the quality of service provided by Ports of Jersey.

In the next article we will explain in more detail CICRA’s role with the harbour, airport and marinas in Jersey.


4G Data Usage…How MUCH?

September 7, 2016 Telecommunications No Comments

4G Data Usage…How MUCH?

Peter Zunino, Head of Marketing, Airtel-Vodafone.

The introduction of 4G data services has totally changed the way mobile data is being consumed, as well as the amount of data. For example, one of our sites now takes more data traffic than the whole of our network did before the launch of 4G!

The quicker 4G experience means you can do much more online in the same amount of time. This uses more data, and can lead to unexpected charges if users are not aware of this. We have done a lot of work to help educate customers around data usage and here are some of the key things smartphone users should be aware of.

  • Consider the activities and Apps that use lots of data, ie video streaming and downloading – think about doing them over a Wifi connection. Netflix for example can use 1GB of data per hour
  • Most smartphones have built-in systems which track your data for you. These are not 100% accurate but will give you a fair idea of how much data you use
  • Apps are constantly adding functionality. Facebook for example will auto play data hungry videos if this setting is not turned off
  • Be wary of using your mobile device as a hot spot so your friends can connect to it, and watch videos for example – this uses a huge amount of data
  • Contact your provider and ask them to review your plan – you may not have a high enough data allowance for the newer, faster 4G experience. You can bolt on extra data if need be

For a comprehensive guide to managing data, including step by step instructions on different smartphone operating systems, please visit our site


10 Top Tips Data Roaming

March 17, 2016 Telecommunications, Top tips No Comments

10 Top Tips

GET YOUR PHONE SORTED TO AVOID DATA ROAMING BILL SHOCKS

Check roaming prices and bolt-on solutions
with your mobile network
before you travel
.
Most operators will offer these, but check when it
commences –
it cannot be retrospective

Read More…


Telco Contracts – when does ‘Fixed Mean Fixed’?

March 17, 2016 Telecommunications No Comments

Telco Contracts – when does ‘Fixed Mean Fixed’?

When you sign up for a mobile phone, telephone or broadband contract you know you’re going to be committing to a fixed length contract, usually 12, 18 or 24 months.

You also know that the terms of that contract – including how much you pay for it – should be fixed over that period. The consumer is tied into that contract unless they pay an early termination charge (“ETC”) to leave before the end of the minimum contract period.

Remember that the Telco providers’ terms and conditions usually allow for price increases and variations to your contract during this term.

Thanks to a licensing condition called ‘fixed-means-fixed’ imposed by the regulator in April 2014, if your provider decides to increase prices part way through your fixed term contract, you should be given two calendar months’ written notice before the price rise and an option to end the contract penalty free. For example, if the amount of data included in your contract is reduced, you may end up paying more than originally agreed. As a result of change to licence conditions, you can exit the contract without penalty if the provider increases the cost of their deal.

This right only relates to changes to products within the list of services paid for by the recurring fee / subscription charge. If your deal includes a number of free services, the key point will be whether those were included in the original offer. If they were not, even if they were free originally, the operator is able to introduce a charge for them in future. It also does not apply other ‘out of bundle’ prices such roaming charges.

Please be aware that the protection afforded to you under ‘fixed-means-fixed’ only covers price increases ‘in-bundle’. In other words, your monthly allowances.

‘Out of bundle’ costs, being the amount you pay for exceeding your monthly allowances or new charges introduced for something which was originally free are likely to not be caught by this protection.

Our advice is to make sure you fully understand what is ‘in’ or ‘out of bundle’ when you sign up to a new contract and be aware that prices can change.

TelCoWatch


Keeping in Touch With Friends and Family

November 18, 2015 Telecommunications No Comments

KEEPING IN TOUCH WITH FRIENDS & FAMILY

WHAT ARE YOUR OPTIONS?

If you wish to stay in touch with friends and family either in the UK or overseas, here are some tips/information to help you through the various options of how to make the call as cost effective as possible. It no longer needn’t be expensive.

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Telecom Bundles

November 16, 2015 Telecommunications No Comments
telecom bundels-JCC

Telecom Bundles

Telecommunications –Buying the Right Mix of Services

What are bundles?

Bundles include a mix of mobile; fixed line and broadband services. Having a bundle will in most cases require you to sign a contract for at least a year; or perhaps longer. Breaking a contract if you subsequently find that the service is not suitable or does not really give you what you wanted, may be expensive. In this article we consider only bundles associated with contracts and not Pay As You Go offers, which will be considered separately.
The main bundle types include:

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It’s Time to Spring Clean your Internet Connected Devices…

November 13, 2015 Telecommunications No Comments

It’s time to spring clean your internet connected devices…

Jersey Police, Airtel-Vodafone, Sure, JT & Digital Jersey endorse the ‘Get Safe Online’ campaign for us all to spring clean our computers, laptops, tablets & phones, to help prevent you from becoming a victim of cybercrime.

This follows recent research revealing over half of Brits have experienced an online crime – it seems that people are not taking the necessary precautions to protect their technology. Just one in four puts security software on their mobiles or tablets (26% and 25% respectively), putting them at a significantly higher risk of spyware, spam, viruses and fraud.

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