‘Thousands’ were paying too much for Sure mobile

While most have already switched to lower tariffs, those who remain will be changed over automatically, the company said.

The issue came to light last year after research by Citizens Advice in the UK found that some mobile operators were continuing to charge the full monthly fee for people who had a phone as part of their fixed contract, even after their payments had covered the cost of the handset.

As a result of the UK discovery, the Channel Islands Competition and Regulatory Authorities contacted mobile providers in the islands.

It found that not all customers had had their payments reduced at the end of their minimum contact term, so could be paying more than if they had switched to a sim-only tariff from the same provider.

‘Local mobile operators (Airtel, JT and Sure) confirmed that while they had offered handset inclusive contracts in the past they no longer did so,’ said a Cicra statement.

‘This change was made by Airtel more than five years ago, by JT in 2013, and by Sure at the start of 2017.’

But while those ‘handset inclusive’ contracts were no longer available, ‘a significant number’ of Sure’s pay monthly customers remained on these beyond their minimum term ‘and this may not be in their best interests’.

Sure chief marketing officer Alistair Beak said that it had made ‘many proactive communication efforts by text and letter’ to customers to inform them of the possible savings of changing price plan.

While most had switched, about 2% remained on the higher tariffs.

Full story in today's Guernsey Press