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Broadband too slow? Ofcom says you can switch penalty-free



From today, customers with slow broadband speeds will be able to switch providers without being penalised.

It’s thanks to a new ruling courtesy of Ofcom, which says telecom companies will now have to release customers that aren’t happy with their service.

The process is described as being “swift and hassle-free”, and is open to anyone who suffers slow speeds or other problems with service.

This means that if you don’t get speeds you were promised, but you’re locked into a lengthy contract, you can now ditch your provider and move elsewhere.

Previously, many customers were forced to accept termination fees to cancel service, even if they weren’t happy.

Our job is to ensure that markets work for consumers and citizens, principally by encouraging competition,” said Sharon White, Ofcom’s chief.

She continued: “Where markets don’t work well enough – or where competition alone isn’t enough to secure good outcomes for customers – then we have the power to intervene.”

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Ofcom plans to unveil further reforms to mobile phone contracts next month, which will make it even easier to switch.

According to the telecom watchdog, mobile companies will have to abolish hidden charges and penalties, and make it very quick to transfer numbers to new networks.

“Ofcom receives a large number of complaints about the difficulties experienced by consumers trying to exit their communications service contract,” explained Ofcom.

It added: “Taken together, these suggest that communications providers are systematically making it difficult for customers to exit their contract. We consider that this allegation is extremely serious, and, if sustained, may result in significant consumer harm within the market for UK communications goods and services.”

BT, EE, Sky, and TalkTalk are all affected by the new change, although Virgin Media is not included in the broadband reform.


June 11, 2015, 11:30 pm

Why is Virgin exempt. That's unfair and unreasonable as Virgins cable does fail to and is often hit by extended work in areas for as much as 4 months and maybe more which means major slow down and frequent loss of connection.

Charlie Moritz

June 12, 2015, 12:35 am

Yeah why should Virgin be exempt? I was on Virgin Media when I lived in the UK and they can have some serious internet problems!

Penny L Adams

August 26, 2015, 6:55 am

Great news. People should have the freedom to switch between service
providers without paying any penalties. Some developing countries such
as India has rules called mobile number portability which allows the
user to choose between service providers without changing their mobile
number. This service is completely free and users can switch to a
different network within two weeks. Here in Canada we also have such
service called wireless portability. But switching between broadband
service providers is not easy as that of wireless portability. I have
been using the wireless broadband service of ABC Communications from the
past 5 years.

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