UK telecoms industry joins together to help the country stay connected

The UK’s telecoms providers have joined together today to highlight the essential work tens of thousands of dedicated staff are carrying out to ensure the country stays connected during the coronavirus crisis.

In a joint advert that has appeared in national and regional newspapers, the majority of the UK’s main broadband and mobile providers, with the support of Ofcom, have expressed their commitment to keeping the UK connected – from public services to homes and businesses across the country.

The providers have also asked consumers for their understanding, as it takes a little longer for customer queries to be answered, and have listed a number of tips and guidance to help people get the most out of their services.

Earlier this week, Ofcom launched its “Stay Connected” campaign which included further advice on how consumers could best manage their broadband and mobile connections. This also comes as providers today agreed a set of important commitments with Ofcom and DCMS to support and protect vulnerable consumers and those who may become vulnerable due to circumstances arising from Covid-19.

The advert is supported by BT, EE, GiffGaff, O2, Ofcom, Openreach, Plusnet, TalkTalk, Tesco Mobile, Three, Virgin Media and Vodafone.

ENDS

Notes to editors

Full advert copy

Helping the country stay connected

Together, our businesses provide telecoms services to the entire country.

In these unprecedented times we recognise that our connectivity has never been more vital as we connect public services, help people to work, learn, stay in touch with family and friends and be entertained.

We know the responsibility that rests on our shoulders. We’re confident that our networks are up to this important role, and we are working tirelessly to ensure that the UK remains connected.

But our networks can’t run themselves. It requires tens of thousands of people to work around the clock to fix problems, monitor performance and answer customer calls and queries. Without them, our services would grind to a halt.

So while we’re confident our systems are robust, we also ask for your understanding.

As usage increases in the coming weeks and months, it is likely to take a little longer for queries to be answered and issues to be resolved.  This doesn’t mean that we won’t fix problems or help our customers; it just means that it might take us a bit more time as we do everything we can to keep the UK connected.

To help you get the most out of your home and mobile connections, no matter who your provider is, we’d like to share some top tips to help you fix some of the most common issues:

• Make sure your router isn’t hidden away or on the floor and is kept away from other electronics – these can interfere with WiFi signals
• Restart your router if problems persist and regularly reconnect devices like your phone, tablet and laptop to WiFi
• Consider making calls on your mobile over WiFi using popular apps such as WhatsApp, FaceTime, Skype and Facebook Messenger or use a fixed line
• Try turning your phone off and on again to refresh your network connection or toggle your flight mode on and off
• Check your provider’s website for specific tips and support (search: provider name + “help”). If you’re having mobile signal problems, check for any issues in your area using your provider’s online status checker or mobile app
• Get further advice on maximising your broadband and mobile connections from Ofcom by  searching “Ofcom Stay Connected” 

Please stay safe and at home whenever you can.  We will keep working together to keep you all connected and tackle whatever comes our way.