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ISPA calls for calm over broadband switching fears

Wednesday, August 6th 2014 by Hannah Langston
ISPA defends broadband contract cancellation fees (Jupiter)

Broadband cancellation fees aren't arbitrary or extortionate, says the ISPA.

The Internet Service Providers' Association (ISPA) has played down claims that consumers are being punished for switching to a different supplier.

A report from Citizens Advice published last week claimed some people are effectively being locked into unsuitable broadband contracts, or forced to stump up expensive cancellation fees to exit their current agreement.

It said the average cost of getting out of a broadband contract was £190, although in some cases this charge rose as high as £625.

However, the ISPA noted that the cancellation policies on contracts across numerous sectors typically require the customer to pay off the rest of their subscription and that the fee generally reflects the actual cost to the provider.

Although the trade association stressed that it couldn't comment on the individual examples cited by Citizens Advice, it pointed to in-house research that shows a significant reduction in complaints over time – thanks to growth in broadband speeds and a general improvement in customer service.

"The UK broadband market is hugely competitive, with hundreds of providers providing internet connectivity to consumers, at low cost compared to neighbouring countries," the ISPA added.

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