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Jersey Consumer Council

Tag: broadbrand

Jersey Telecom’s Billing Changes

February 10, 2017 Home life, Telecommunications No Comments
JerseyTelecomLogo

Both Jersey Consumer Council and Citizens Advice Jersey have received numerous telephone calls and emails from concerned landline only JT customers in relation to the costs being introduced for paper bills and payment choices, other than direct debits.

 

Your heartfelt comments, frustrations and anger have all been shared with managers from JT. It has to be recognised that we cannot stop the tide of change but we can help consumers to move with the tide as much as possible.

 

Over the last few days we have been talking to JT on a daily basis to sort out some steps to help the vulnerable and land line only customers who are overwhelmed and frightened by the proposed changes.

 

The JT team are sympathetic and have listened to all of your questions, comments and criticisms. The following options are being offered to help;

 

  • JT Prime talk customers with no other products on a monthly Bill can switch to a quarterly bill to reduce bill charges
  • JT customers with multiple bills can arrange to have all their products on one bill to avoid duplicate charges
  • JT will contact selected Prime Talk customers with more information on Direct Debit payment options
  • You don’t have to print your bills – if you have an iPad for example but no printer you can still opt to pay using traditional methods i.e. cheque or cash (albeit at a charge) you will need to write down the Account number

 

JT have assured us that they ‘always abide by the direct debit guarantee and distribute bills at least 5 working days prior to a direct debit taken out.’

 

We are still talking to JT, as consumers continue to contact us with ideas and initiatives to help our community.

 

Dominic Vye, JT’s Head of Commercial Development, said: “The new billing structure aligns JT with the vast majority of our customers, who receive their bills online and pay by Direct Debit. As their numbers have grown so has the cost of paper billing and administering non-Direct Debit payments.

 

“But we were always conscious that some customers would be affected, which is why we are working closely with groups such as the JCC to make this transition as smooth as possible”.

 

If you still have concerns please telephone the Jersey Consumer Council on 611161 or leave a message.


Telco Contracts – when does ‘Fixed Mean Fixed’?

March 17, 2016 Telecommunications No Comments
mobile-phone-426559_1280(1)

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
togetherness

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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Shopping Online

October 23, 2015 Consumer Skills No Comments
sav-buying

Top Tips when shopping online…

  1. Always check out reviews on a web based company
  2. Ask for recommendations from friends and family to ensure 
they received reliable and fair service
  3. Check the terms and conditions .. see if they are poorly written as this may indicate a site outside of the UK. You need to be aware of where the site is based as this impacts on your consumer rights.
  4. Make sure the company shows a full postal address
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Best from Broadband

October 23, 2015 Telecommunications No Comments
internet-wifi

Top Tips – How to get the best from your BroadBand

What can I do to improve my broadband experience?

There are many factors that can have an adverse impact on the speed of your connection; a problem with your service provider’s network itself is only one.

If you feel that you are not getting the broadband speed that you are subscribing to you should first use a speed test to measure how your connection is performing. You can compare this to the service speed to which you have subscribed.

Here are some tips for improving your broadband experience

UPDATE your web browser or try a new one.
LIMIT the number of devices in your home – the more devices you have online at once the more likely they are to slow each other down.

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Apps and Age

October 21, 2015 Telecommunications No Comments
app image

Apps and Age ….

Like movies, apps have age restrictions to ensure content is safe and appropriate for our children. This information is displayed clearly on the app before it is downloaded; making the age rating one of the first things users see when deciding to download.

Also check to see if the App requires ‘In-App’ purchases as this can quickly add up unwanted costs. Make sure you are fully informed before you download.

However in some circumstances, like watching movies, you may decide to let your child download an app above their age limit. If you find yourself in this difficult position, always…

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Buying the Right Services for you

October 21, 2015 Telecommunications No Comments
appliances

Telecommunications –Buying the Right Mix of Services

When purchasing telecommunications products, service providers will invariably offer to sell us a mix of products across mobiles, landlines and broadband. These are known as Bundles.

What are bundles?

Bundles means that a telephone company includes a number of telecommunications services in a single priced product. This may be for a single service such as a mobile telephone contract or across a range of services. Many bundles include a mix of mobile; fixed line and broadband services.

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