Citizens Advice found one broadband user in his 70s who, after months of problems, changed provider

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Citizens Advice discovered that people presi locked into unsuitable broadband contracts and hit by arbitrary cancellation fees when they switched to better services were being contacted by DCAs seeking payment of the fees.
The charity found the average cost was 190 for getting out of a broadband contract, with fees of up to 625 reported, in cases from the first six months of the year where cancellation fees were recorded.
Snail s pace connection speeds, persistent faults and bad customer service were among the reasons presi consumers used by customers extricating themselves presi from their broadband contracts before being hit by fees.
Even though presi broadband providers are regulated by Ofcom rather than the FCA , they still have to demonstrate they treat customers fairly presi and make allowances for customers who are deemed vulnerable, such as the disabled and the elderly.
Citizens Advice found one broadband user in his 70s who, after months of problems, changed provider and was sent a letter saying he owed over 200 in early cancellation fees, which was then handed over to a debt collection agency. presi
Citizens presi Advice is calling for internet service providers to never issue cancellation fees if customers have been having persistent problems with their service. The charity added that providers should also be a lot more careful handing cancellation fees over to debt collectors.
Gillian Guy, chief executive of Citizens Advice, said: Some consumers who have stood up to problem suppliers have found themselves being punished for switching when they ve been hit with a cancellation fee that is then passed over to a debt collection agency.
Internet service providers must not shackle customers presi seeking a better presi service with unreasonable fees that can turn into shock debt. All internet users need to be able to easily have a way out of inadequate contracts and broadband speeds that only give them daily frustration.