What Is the Ofcom Consumer Hub? 'On Your Side' Explained
SAVE MONEY • SWITCH PROVIDER • FIX PROBLEMS • KNOW YOUR RIGHTS
The Ofcom Consumer Hub is a free advice portal designed to help UK consumers get more from broadband, mobile, landline and pay-TV services — and deal with problems when things go wrong.
Branded “On your side”, the hub brings Ofcom's consumer guidance into one place. It includes help with saving money, choosing and switching providers, making complaints, reporting scam calls and messages, fixing broadband and Wi-Fi problems, checking mobile coverage and understanding your rights.
What exactly is the Ofcom Consumer Hub?
Ofcom is the UK's communications regulator. Its new Consumer Hub is essentially a central starting point for people who need practical help with the communications services they use every day.
It is not a broadband provider and not a normal price-comparison website. Instead, Ofcom uses the hub to bring together its own advice, checkers and consumer-protection guidance, while directing people to the appropriate next step when they need to compare deals, switch service, complain or get support.
The main hub highlights eight common tasks, from saving money to reporting scams and switching provider.
Ofcom says some out-of-contract customers who bundle communications services could save more than £100 a year by switching.
The hub and Ofcom's consumer advice pages can be accessed without charge.
Important: the Consumer Hub does not replace your broadband or mobile provider's own customer service. For many complaints or account-specific problems, you will still need to contact your provider first. The hub explains your rights and what to do next.
What can you use the Consumer Hub for?
Ofcom's main Consumer Hub currently puts eight common actions at the top of the page so users can go straight to the help they need.
| Consumer Hub option | What it helps with | When it is useful |
|---|---|---|
| Map Your Mobile | Check mobile coverage and network performance. | Useful before choosing or changing mobile network. |
| Save money | Find guidance on contracts, switching, social tariffs and reducing unnecessary costs. | If your monthly broadband, mobile or TV bills feel too high. |
| Make a complaint | Understand the complaint process and escalation options. | If your provider has not resolved a billing, service or account problem. |
| Report scam calls and messages | Find advice on suspicious calls, texts and messages and where they can be reported. | If you receive a message or call you think may be fraudulent. |
| Get help with broadband and Wi-Fi problems | Troubleshoot slow, unreliable or unavailable broadband and Wi-Fi. | If your connection is not performing as expected. |
| Choose the right broadband | Check availability, speed needs, costs, contract terms and service type. | Before signing up to a new broadband deal. |
| Switch broadband or phone provider | Guidance on switching broadband, landline and mobile services. | If you have found a better deal or service elsewhere. |
| Stay safe online | Access Ofcom advice on online safety and harmful content. | For consumers and families wanting help navigating online risks. |
The wider hub also links to advice covering phones and broadband, online safety, TV and radio, on-demand services and post, making it broader than a broadband-only help centre.
Why has Ofcom launched it now?
The launch puts a strong focus on affordability. Ofcom's data indicates that communications services remain affordable for most households, but a meaningful minority are still struggling with bills.
Ofcom's latest affordability data cited at launch says 4% of telecoms customers missed a payment in the latest quarter.
Ofcom's research cited at launch found 12% of respondents had made changes to a communications service.
Some consumers reported cancelling a service as households continue to manage living costs.
The message from Ofcom is straightforward: check whether you are still in contract, compare what else is available and switch if a better deal makes sense. For some customers, especially those who have rolled beyond their minimum contract term, doing nothing can mean paying more than necessary.
How can the Consumer Hub help you save money?
Ofcom's money-saving guidance currently sets out ten practical areas to check. The most important starting point is finding out whether you are in or out of contract.
Check your contract and shop around
If your minimum term has ended, compare current deals and ask your existing provider what it can offer. Ofcom also points consumers towards coverage tools and price-comparison services.
Stop paying for things you do not need
Review broadband speed, mobile data, TV channels, call packages and streaming subscriptions. A cheaper package may be enough if you are paying for capacity or extras you rarely use.
Check social tariffs
People receiving Universal Credit, Pension Credit and certain other benefits may qualify for a cheaper social broadband or phone tariff. Ofcom's current list includes packages priced from £10 to £24 a month.
Check roaming and call charges
Mobile roaming rules and call charges vary between packages. Checking them before travelling or making expensive calls can help prevent an unexpected bill.
Do not compare on headline monthly price alone. Check setup fees, the full contract cost, contract length, any stated future price rises, broadband technology, speed and early-exit charges before signing up.
Does it help you switch broadband or mobile provider?
Yes. Switching is one of the hub's main consumer journeys, and the process is now considerably simpler for many UK customers.
Compare your options
Check which networks and broadband technologies are available, the speed or mobile coverage you need, total cost and contract terms.
Choose the new provider
For broadband and landline services, Ofcom says you normally contact the provider you want to join rather than asking the old provider to arrange the move.
Let the switching process work
The new broadband or landline provider can arrange the move using One Touch Switch. For mobile, Ofcom's switching guidance also covers the free text-to-switch process.
Before changing provider, check for early termination charges, equipment that needs returning and any other services in a bundle that could be affected.
Can the Consumer Hub resolve a complaint for you?
The hub can explain how to complain and how to escalate an unresolved complaint, but it does not mean Ofcom personally takes over every individual broadband or mobile dispute.
Contact the provider
Ofcom advises contacting your provider's customer service team first and explaining the problem.
Make a formal complaint
If the problem is not resolved, follow the provider's formal complaints procedure. Details should be available on its website, bill or through customer service.
Use ADR where eligible
If the dispute remains unresolved, eligible residential customers, small businesses and certain not-for-profit organisations can use an independent alternative dispute resolution scheme for free.
Ofcom versus your individual dispute: reporting problems to Ofcom can still help the regulator identify wider industry issues, but the route for resolving an individual telecoms complaint usually begins with the provider and may progress to an ADR scheme.
Who is the Ofcom Consumer Hub useful for?
You are reviewing your broadband or mobile costs
- ✓Your minimum contract term has ended or is ending soon.
- ✓You think you may be paying for more speed, data or TV than you need.
- ✓You may qualify for a social tariff.
- ✓You want independent guidance before switching provider.
Something has gone wrong
- ✓Your broadband or Wi-Fi is slow or unreliable.
- ✓You have a billing, service or contract complaint.
- ✓You received a suspicious call, text or message.
- ✓You need to understand a telecoms consumer right or protection.
For a straightforward provider comparison, a dedicated comparison service may still be quicker. The value of Ofcom's hub is that it provides regulator-backed guidance on what to check, what your rights are and what process to follow before or after you make a decision.
Frequently asked questions
What is the Ofcom Consumer Hub?
It is Ofcom's free “On your side” consumer advice portal. It brings together help with saving money, switching provider, complaints, broadband and Wi-Fi problems, scams, mobile coverage, online safety and other consumer issues.
Is the Ofcom Consumer Hub a broadband comparison website?
No. It is an advice and information service run by the communications regulator. Ofcom can direct you to checkers and accredited comparison services, but it does not sell broadband packages itself.
Can it help me save money on broadband?
Yes. The hub links to guidance on checking your contract status, shopping around, choosing the right broadband, switching provider, social tariffs and reducing unnecessary extras or charges.
Can I complain to Ofcom through the Consumer Hub?
The hub explains the correct complaints route. For an individual phone or broadband dispute, Ofcom advises contacting the provider first, then making a formal complaint. Eligible unresolved complaints can be taken to an independent ADR scheme for free.
Does it help with switching broadband provider?
Yes. The Consumer Hub links to Ofcom's switching guidance. For broadband and landline services, your new provider can normally arrange the move using One Touch Switch.
Is the Consumer Hub free?
Yes. It is a free Ofcom consumer advice resource.
Sources and further information
- Ofcom: Consumer Hub — On your side — Ofcom's main consumer portal covering savings, complaints, scams, broadband problems, switching, online safety and other guidance.
- Ofcom: Money saving tips for phone, broadband and pay-TV — Ofcom's current ten-step money-saving guidance.
- Ofcom: Switch your mobile, broadband or landline provider — official guidance covering mobile switching and One Touch Switch for broadband and landlines.
- Ofcom: Making a complaint and using ADR schemes — official guidance on provider complaints and free independent dispute resolution.
- Ofcom: Social tariffs — current information on cheaper broadband and phone packages for eligible households.
- ISPreview: Ofcom launches Consumer Hub with money-saving tips — reporting on the 12 September 2026 launch and the affordability figures highlighted alongside it.