Broadband customers unsure over contracts


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The Independent Online

Up to eight out of 10 broadband customers are confused about their contracts and feel trapped, new research shows.

Almost half have no idea when their contract ends while three out of ten say that they are unhappy with their supplier but don't know when they are free to leave.

The survey from uSwitch has prompted fresh calls for the regulator to get tough with broadband providers to ensure that customers understand their contracts.

With millions of households moving to new broadband contracts in recent years to take advantage of the latest fibre-optic technology, many feel trapped by the lack of knowledge suppliers make available to them.

USwitch is calling on Ofcom to help empower consumers by making providers send reminder letters and emails before contracts end and automatically display information on customers' online accounts.

Marie-Louise Abretti, broadband expert at uSwitch, said: "This information is crucial if consumers are to get the best deals and not end up paying more than they need to.

"We urge Ofcom to drag broadband providers in line with energy suppliers and help consumers to feel empowered when it comes to their bills."

The comparison site reckons consumers could save around £120 a year by switching broadband providers once they're out of contract.

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