Consumers ‘in the dark’ over broadband exit costs

Comparethemarket has warned that customers are not informed by their provider when their broadband contract is ending, meaning they miss out on cheaper deals.

Six out of 10 people surveyed by the price comparison website reported to have never been told by their provider that their contract was coming to an end. As a contract reaches it expiration date, the customer can search for cheaper deals without facing the risk of exit fees.

Service regulator Ofcom has no rules in place to ensure providers inform customers that their contract is close to finishing, despite the motor and home sectors doing so.

Peter Earl, head of energy and utilities for Comparethemarket, said: ”Whilst price is clearly viewed as the deciding factor when it comes to choosing a broadband package, our research findings suggest that many customers may not actually have a view on whether what they pay is appropriate.”

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