Watchdog calls for 'try before buy' mobile contracts

People should have the opportunity to try before they buy when signing a contract for a mobile phone service said the Communications Consumer Panel.

The advisory body for telecoms regulator Ofcom said its research had found that too many consumers (56 per cent) were being locked into long-term contracts only to find coverage was non-existent (so called not-spots), intermittent or poor.

This meant they were unable to make or receive basic phone calls and text messages or connections dropped intermittently.

Anna Bradley, Communications Consumer Panel Chair said today: “Our research reveals large numbers of consumers and small businesses are still having problems making even basic voice calls.

"While all the focus is on rolling out new services like mobile broadband, our research reveals that large numbers of consumers and small businesses are still having problems making even basic voice calls.

“The importance of mobile phones will continue to grow, and it's essential that consumers aren’t trapped into contracts that don’t give them the coverage they need.

"We would like to see providers offering consumers a ‘try before you buy’ clause that allows them to use their mobile and, if they don’t get coverage, take it back. Many providers already allow people to try out a mobile broadband service before committing; if they can do with with dongles why not phones?"

The Communications Panel research said that mobile coverage problems are not limited to rural and isolated areas.

This is because the quality of coverage depends on a number of factors: whether a person is near one of their provider’s transmitters; if they are using your phone inside or outside; the local landscape; and even the weather.

James Parker, broadband manager at moneysupermarket.com said: “Allowing mobile users to ‘try before they buy’ will give more people the power to trial a service or provider and its product."

The Panel has now called on Ofcom to work with mobile network providers to help improve coverage and ensure consumers get clearer information.

It said there was scope for improved coverage and it would also help providers develop a clearer picture of their network coverage.