Exposed: Hidden extra cost of f ilm and music downloads on a mobile
MOBILE phone users are being secretly ripped off to the tune of millions of pounds every year when they download films, music and other files to their devices.
A Mail on Sunday investigation has revealed that, with every download, unwitting customers are charged for extra data called ‘overhead’, which eats into their monthly allowance.
I t can result i n customers exceeding download limits in their contracts and being forced to pay punitive top-up fees, sending their bills soaring.
Last night MPs and campaigners said mobile phone companies need to be more transparent about data bills. Tory MP Grant Shapps said: ‘The Mail on Sunday investigation has uncovered a scandal. It’s time for mobile phone companies to come clean.’ And fellow Tory Damian Collins, chairman of the Commons Culture, Media and Sport Committee, said: ‘It is frankly outrageous. People have a right to know exactly what they are paying for.
‘ I shall be referring this to Ofcom as a matter of urgency.’
In our t ests, supervised by experts from independent mobileprice comparison engine Billmonitor. com, we downloaded various precisely measured files of data.
As the files of between 5Mb (megabytes) and 100Mb, landed in the phone, we found the actual data measured by the device’s internal meters was always more – by between 2.2 per cent and 13.4 per cent.
Mobile firms make little or no attempt to inform customers about it but this is the ‘overhead’ and it contains information that helps to direct the download to the right place.
British mobile customers spend £1.7 billion a year on downloads, so even if only a small percentage is overhead, its total cost will be many millions of pounds.
Former Minister Mr Shapps, who chairs the cross-party British Infrastructure Group (BIG), which has campaigned for a better deal for mobile customers, added: ‘People are often receiving ten per cent less useful data than they are paying for. BIG calls on Ofcom and Ministers to get tough with operators who need to be transparent with customers.’
Mobile giant EE, which has the biggest share of the market, justified charging for overhead by comparing it to the weight of a parcel’s packaging when it is sent through the post. But critics point out that a customer sending a parcel knows they will be charged for the entire weight.
Dr Stelios Koundouros, director of Ofcom- approved Billmonitor. com, said: ‘Given that mobile plans today are broadly priced based on data allowance size, we feel it is unfair for consumers not to be transparently informed about the situation and choices available.
‘Mobile networks should clarify to consumers the issue of data overhead in their fair use policies.’ In our test, we used SIM cards from the largest three UK networks: EE, Vodafone and O2. We used a new iPhone and Android handset with the latest operating systems and other applications switched off to ensure we only measured the data files.
An O2 spokesman said: ‘Our generous data bundles give our customers enough data to transfer and download files to meet their needs.’
Vodafone UK said the firm encouraged customers to check their data consumption on their MyVodafone app, describing its data bundles as ‘generous’.
An EE spokesman said: ‘There’s always essential data that accompanies a file you’re downloading. This essential extra data ensures the file is routed to the correct location and with the right level of encryption.
‘It’s like mailing a parcel – the packaging does add to the weight, but without them the package can’t be delivered. Customers should be aware of this when looking at file sizes – it may take up a little bit more of your data to download that file.’
An Ofcom spokesman said: ‘ Any data that a mobile user sends or receives comes with a data wrapper – akin to an envelope when sending something through the post.
‘Our strict rules demand that providers bill customers accurately, and we’ve levied significant fines when we’ve found this not to be the case.’
The MoS has uncovered a scandal. We must get tough TORY MP GRANT SHAPPS