Tag: EE

Tech News : Warning Against Giving Smartphones To Under 11’s

Posted on by Paul Stradling

Mobile network provider EE has launched a smartphone age guidance initiative in which it advises that children under 11 should only use non-smart devices with limited capabilities.

Children With Smartphones 

EE says its new initiative is in response to concerns about children’s online safety and the impact of device usage on their well-being. Back in February, for example, an Ofcom study revealed that almost a quarter of UK five-to-seven-year-olds have their own smartphone. The study also showed that nearly two in five are using messaging service WhatsApp, despite the minimum age limit being 13 while over half of children under 13 use social media. In fact, the study showed that three-quarters of social media users aged between 8 and 17 have their own account or profile on at least one of the large platforms and many children in the study also said they simply lie to gain access to new apps and services. Worryingly, almost three-quarters of teenagers between ages 13 and 17 have encountered one or more potential harms online.

What’s The Problem? 

The use of smartphones and social media by young children poses significant risks, including exposure to inappropriate content such as violence and explicit material, as well as cyberbullying. Privacy concerns also arise, as children may inadvertently share personal information or be subject to data collection by apps. Also, the extensive use of screens can lead to mental health issues, such as anxiety, depression, and sleep disruption, while also potentially contributing to screen time addiction and reduced attention spans.

As EE says, parental concerns are growing as children increasingly use devices at a young age, often bypassing age restrictions to access social media. These concerns centre on the content that children are exposed to, the amount of time they spend on devices, and the potential impact on their mental wellbeing and social development. In fact, children themselves report mixed experiences with social media, indicating that while it offers social connection, it can also lead to stress, anxiety, and feelings of inadequacy.

In the UK (back in March), a Parentkind survey showed that 58 per cent of parents would support the idea of introducing a ban on smartphones for under 16s (77 per cent among parents of primary school children). The survey also showed that 83 per cent of parents said that they felt smartphones are potentially harmful to young people.

EE’s Initiative Targeting Under 16s

In response to parental concerns about the above-mentioned issues, EE says its initiative is targeting under-16-year-olds. The initiative classifies device usage into three groups based on age suitability: under 11s, 11-13, and 13 -16.

Key Recommendations 

EE’s key recommendations for each group as part of the initiative are that:

– Under 11s should only be allowed to use limited capability, non-smart devices, such as feature phones and that parents could ensure they can make texts and calls but restrict access to social media or inappropriate content.

– For children aged 11-13, the advice is that if they use a smartphone, it should have parental controls enabled, as well as a family-sharing app in place such as Google Family Link or Apple Family Sharing, while restricting access to social media.

– For 13-16-year-olds, EE suggests that smartphones are appropriate, but parental controls should be used to manage and restrict children’s access to inappropriate sites, content, and platforms. EE says this age group’s smartphones should allow social media access but should be linked to a parent or guardian account.

Backed By Charity Groups 

EE is keen to stress that this smartphone guidance initiative has the backing of recognised charity groups, including Internet Matters, a leading child safety organisation. For example, Internet Matters CEO Carolyn Bunting said: “This initiative is timely and much needed. Parents and guardians want their children to be able to stay connected with them and to experience the benefits of digital technology, but they are also concerned about online safety and wellbeing. Our recent research showed that parents want to make their own decisions about their children’s use of technology, but that many would value guidance to help them in doing so. It is fantastic that EE is supporting parents with age-specific advice to support children’s diverse technology needs.” 

Part Of A Range Of Measures 

EE also says that the initiative is part of a wider design to promote safe and responsible use of technology among young people, which also includes enhanced in-app (parental) controls, child-friendly products (through a partnership with Verve Connect, to make the ‘Dash+’), and a family online Safety Hub, to be launched later this year.

Mat Sears, Corporate Affairs Director for EE commented: “While technology and connectivity have the power to transform lives, we recognise the growing complexity of smartphones can be challenging for parents and care-givers. They need support, which is why we are launching new guidelines on smartphone usage for under 11s, 11–13-year-olds, and 13 -16-year-olds to help them make the best choices for their children through these formative years.” 

Other Mobile Operators? 

EE is not the only mobile operator to have initiatives to protect their youngest customers. For example, Vodafone has its “Digital Parenting” platform, providing parents with tools and advice on managing children’s online activity, including guidance on setting screen time limits, and understanding online risks. Similarly, O2 has partnered with the NSPCC to offer resources and workshops aimed at educating both parents and children about online safety and responsible use of technology.

Government 

It’s worth noting that back in May, the House of Commons Education Committee asked the UK government to consider a total ban on phones for under-16s. Although this wasn’t supported by the Prime Minister, he did say that the government would be looking again at what content young people can access online. It’s also worth noting that the initiatives by UK mobile operators like EE, Vodafone, and O2 to promote online safety for children are closely aligned with the objectives of the UK’s Online Safety Bill which mandates that companies must take proactive steps to protect users, particularly children.

What Does This Mean For Your Business? 

In today’s digital society, the use of smartphones by children can offer several benefits, such as keeping them connected with family and aiding in their learning and development.

However, the increasing concerns about online safety and the impact of digital device usage on children’s well-being cannot be ignored. EE’s initiative to guide smartphone usage for different age groups, therefore, highlights the growing recognition of these issues and the need for tailored approaches to address them. For EE and other mobile operators, this initiative could, of course, mean an enhanced reputation as a responsible company that is seen to care about the well-being of its youngest users.

By offering practical tools and guidance, these companies can not only mitigate potential risks but also build stronger relationships with parents and guardians who are looking for ways to manage their children’s digital lives more effectively. It may also be a way for mobile operators to stay on the right of legislation and to be seen to be responding positively to government pressure.

For UK parents and guardians, EE’s guidelines may provide a bit more much-needed clarity and support in an area that is becoming increasingly complex. By adhering to age-specific advice and using the recommended parental controls, families may feel better able to navigate the challenges associated with children’s smartphone use and that they are able to do something more to protect their children.

EE’s proactive approach in this initiative could actually help children to enjoy the benefits of digital technology while minimising some of the risks, thereby supporting their mental and emotional development. Also, initiatives like these align with broader legislative efforts, such as the UK’s Online Safety Bill, reinforcing a collective move towards a safer digital environment for young users. For children, this could mean a safer, more structured online experience that could promote positive interactions and healthy digital habits. As these practices become more widespread, they may set a higher standard for how technology can be used responsibly to enhance, rather than harm, young lives.

However, it’s not just mobile operators that need to step up. Social media companies also play a crucial role in making the digital world safer for children and these platforms must take greater responsibility by implementing stricter age verification processes to prevent underage users from accessing content that is not suitable for them. Many believe that social media companies could be doing a lot more to enhance their content moderation systems to swiftly identify and remove harmful content, such as cyberbullying, explicit material, and misinformation. They could also provide better tools and resources for parents and guardians to monitor and control their children’s activities on these platforms, promoting a safer online environment. By collaborating with mobile operators, educators, and policymakers, social media companies could, therefore, be part of a more comprehensive approach to safeguarding children in the digital space.

Tech News : EE and Plusnet Customers To Get Refund From BT

Posted on by Paul Stradling

After an Ofcom investigation that found BT didn’t give clear and simple information to customers who signed up to deal with its subsidiaries EE and Plusnet, BT has been told it must refund early exit fees and let existing affected customers walk away penalty-free.

What Happened? 

Under new consumer protection rules, known as ‘General Conditions’ (GCs), that came into force in June 2022, phone and broadband companies, of which BT is both, must give consumers and small businesses the details of a contract, as well as a summary of its key terms, before they sign up. These details must include the price, the length of the contract, the speed of the service, and any early exit fees.

UK Telecoms regulator, Ofcom, says that it opened an investigation into BT after it received information that two of BT’s wholly-owned subsidiaries, EE and Plusnet, may not have been providing the required documents to some customers.

The Findings 

Ofcom says its investigation revealed that since the introduction of the new rules on 17 June 2022, EE and Plusnet made more than 1.3 million sales without providing customers with the required contract summary and information documents. Ofcom found evidence that 1.1 million customers were affected by this between 26 June and 30 September 2023, i.e. they were not given contract information before they signed up as is required under the new rules.

Other key findings by Ofcom were that:

– Despite telling Ofcom in February 2022 that it was confident the deadline to meet the new rules would be met, evidence showed that BT knew as early as January 2022 that some of its sales channels would not meet the deadline.

– In some cases, BT deliberately chose not to comply with the rules on time.

– Ofcom says that whereas other providers dedicated the resources required to meet the implementation deadline for the new rules, BT may have saved costs by not doing so.

– Some sales channels are still non-compliant, and BT is still not providing the required information at the right time to some customers.

The Outcome 

The outcome of Ofcom’s findings in this case are that:

– Ofcom has issued a £2.8 million fine to BT, although this includes a 30 per cent discount as a result of BT’s admission of liability and its completion of Ofcom’s settlement process.

– The 1.1 million customers affected have been given the opportunity to request the information and/or cancel their contract without charge.

– For those customers who left BT before the end of their contract and were charged an early exit fee, BT must refund those early exit fees, and let existing affected customers walk away penalty-free.

Other Action 

Other actions that BT has been instructed to take by Ofcom in relation to this case include:

– Identifying and refunding any affected customers who may have been charged for leaving before the end of their contract period, within five months of Ofcom’s decision.

– Within three months, contacting the remaining affected customers who are still with BT and have not already been contacted, to offer them their contract information and/or the right to cancel their contract without charge.

– Amending remaining sales processes that are still non-compliant within three months of Ofcom’s decision.

Unacceptable 

Ofcom’s Enforcement Director, Ian Strawhorne, said: “When we strengthened our rules to make it easier for consumers to compare deals, we gave providers a strict timeline by which to implement them. It’s unacceptable that BT couldn’t get its act together in time, and the company must now pay a penalty for its failings.”  

Also, Rocio Concha, Director of Policy and Advocacy for consumer organisation ‘Which?’ said: “It’s absolutely right that Ofcom is fining BT for not providing EE and Plusnet customers with clear contract information before they signed up – as some people will have been hit with pricey exit fees they never should have faced.” 

What Does BT Say? 

BT has been reported as saying that it is sorry, will “implement the remedial actions” required by Ofcom and has “taken steps to proactively contact affected customers and arrange for them to receive the information and be refunded where applicable.” 

What Does This Mean For Your Business? 

Ofcom’s ruling against BT is a reminder to telecoms companies and service providers about the importance of compliance with the latest regulatory requirements. For BT, this incident highlights the critical need for transparency and accountability in customer communications, especially in a competitive market where trust is paramount. The £2.8 million fine (which some commentators say should have been higher) and the mandated refunds are examples of the financial and reputational risks associated with non-compliance.

For other providers, this case is a cautionary tale that emphasises the need to adhere to consumer protection rules and the potential consequences of failing to do so. It also shows that companies that decide to push boundaries in their marketing campaigns must think more carefully about these strategies, ensuring that their promotional activities do not leave customers in the dark about what they are signing up for. In an industry where bundling services into complex contracts is common, maintaining clarity and simplicity within customer interactions is still essential to avoid regulatory scrutiny and potential penalties.

For customers, this case may see them benefit (a little) from increased regulatory oversight and assurances that providers must comply with clear guidelines, thereby helping them make more informed decisions about their service contracts. Also, the knowledge that you can exit contracts without penalty in cases of non-compliance should be reassuring and help consumers from being unfairly trapped in agreements they did not fully understand.