Chancellor Rachel Reeves and Technology Secretary Peter Kyle have warned the UK’s major telecoms companies that they must do more to protect customers from unexpected mid-contract price rises, urging the sector to improve transparency and treat consumers “fairly and consistently”.
In a joint letter sent to mobile and broadband CEOs, the ministers said too many customers still face confusing or unclear pricing mechanisms and called on providers to reaffirm that no customer under contract should face price increases beyond what they originally agreed to.
Reeves and Kyle also pushed firms to proactively shift legacy customers onto simpler “pounds and pence” price-increase structures, replacing percentage-based rises currently linked to inflation, which ministers say undermine clarity for consumers.
The ministers will bring industry leaders into Whitehall in the coming weeks for a roundtable to discuss further steps to support consumers and identify areas where government can help unlock investment in digital infrastructure.
The meeting follows Kyle’s recent letter to Ofcom urging the regulator to keep up pressure on providers over pricing fairness.
“Companies need to do more to protect loyal consumers”
Kyle said telecoms services were essential for everyday life — from running businesses to staying connected with family — and that firms must step up.
“Mobile and broadband bills are an essential, everyday cost for millions. But it is clear that companies need to do more to protect their consumers — loyal customers who rely on these services to run businesses and stay in touch with loved ones,” he said.
“When we meet them shortly, I expect company bosses to put forward clear plans to shield Brits from unexpected price rises and improve their customer communications.”
Kyle added that the government is committed to working with industry to support long-term investment in next-generation connectivity, but said fairness must be “at the heart” of the sector’s approach.
Government links pricing concerns to wider infrastructure goals
The push on telecoms pricing comes as the government sets out its broader ambitions for digital infrastructure through a 10-Year Infrastructure Strategy. The plan includes:
• Standalone 5G coverage across all populated areas by 2030, delivered through commercial investment
• 99% gigabit-capable broadband coverage by 2032
• Continued sector commitments to social tariffs and digital inclusion initiatives
Ministers stressed that the telecoms sector is “fundamental” to the UK’s economy and that ensuring fair treatment for consumers is a prerequisite for public confidence as providers continue to upgrade networks.
With inflation-linked price rises drawing sustained criticism from consumer groups, the government’s intervention signals a tougher stance on clarity and fairness, while positioning itself as a partner for long-term investment in nationwide digital connectivity.
Read more:
Reeves and Kendall summon telecoms chiefs, warning firms must do more to protect consumers from unexpected price hikes