BAD CONNECTION
Sneaky hidden broadband charge that could push up YOUR bill by £94 a year – how to avoid it
Plus, how to switch providers and cut costs
BROADBAND customers are being warned to scrutinise their bills for unexpected charges.
Sneaky charges employed by some providers could add an extra £94 to your annual bill.
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An increasing number of companies are automatically enrolling customers in supplementary services, often accompanied by an initial free promotional period.
However, once that free period is over, you're automatically charged – and many customers only realise months later.
Take POP Telecom, for example.
They offer a router breakdown protection service that's free for the first two months.
After that, it's £2.50 a month.
That's £30 a year for something you might not even need!
Customer complaints have surfaced on forums such as MoneySavingExpert, highlighting instances where these charges went unnoticed for several months.
One person said: "I have just noticed that pop telecom added router assurance and hybrid assurance to my bill, this was after six months.
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"When I rang to query and ask why my bill had increased, at first I was just told it was assurance, I asked why it been added and was told I could ask for it to be removed from the next bill.
"I pointed out that I hadn't asked for it to be added and my contract stated I didn't ask for it at sign and I had this in my service confirmation email."
CHECK YOUR SPEED: Broadband
Another person said on Trustpilot: "They are the most sneaky, sly, untrustworthy company I have ever dealt with.
"They will add landline assurance fees and router assurance fees onto your bills without you noticing."
Broadband provider Onestream is still using similar questionable tactics, despite a Sun investigation last year uncovering that the telecom firm had enrolled customers in unnecessary services without their consent.
Following the investigation, The Sun reported its findings to Ofcom, prompting major price comparison websites to temporarily remove Onestream's deals from their platforms.
Even now, new Onestream customers are automatically enrolled in free trials for McAfee Multi Access (lasting one month) and Onestream Assured (lasting two months).
If these subscriptions aren't cancelled before the trial ends, customers are automatically charged £34.95 per year for McAfee and £4.95 per month for Onestream Assured, totalling £94 annually.
Lisa Webb, Which? consumer law expert, said: "It's really sneaky that some broadband firms are automatically signing consumers up to subscriptions for extras - such as router breakdown cover or service protections - they might not want.
"Broadband firms should be up front with their customers about any subscriptions or free trials included with their service so consumers can opt out or cancel after the free trial period if they would prefer. Ofcom should not hesitate to take action against any firms which are not clearly presenting contract information to new customers."
The broadband firms were contacted for comment.
Check if you're out of contract
IF YOU'RE no longer under contract with your broadband company, it may be worth exploring other providers to see if you can secure a better deal elsewhere.
More than nine million Brits are out of contract on their broadband package, according to Uswitch.
While customers can leave their contract at any time, those still locked in will likely need to pay a penalty for leaving early, which varies from provider to provider.
To check if your broadband contract has ended, log into your provider's online account or app, check your latest bill, or contact your provider directly via phone or live chat.
Providers are usually required to notify you 10 to 40 days before your contract ends, usually via email, text, or letter.
How can I avoid the extra charges?
Always make sure to thoroughly read the terms and conditions before subscribing to a broadband service.
You usually should be able to opt out of these additional extras before you commit to a new contract.
Sabrina Hoque, broadband expert at Uswitch.com, said: "If you're not interested in free trials or other optional extras, it should be possible to opt-out at the point of sale.
"If this isn't immediately clear, make sure you have checked any drop-down menus or tick boxes to allow you to do this."
If you're unsure whether you've unknowingly signed up for these services, check your monthly bills regularly for unexpected charges.
Sabrina added: "If you do wish to go ahead with the trial, you should set a reminder for yourself to cancel the service before the free trial period ends to ensure you aren't charged.
"It's also a good idea to keep any email confirmations or screenshots confirming opt-outs or cancellations."
Alex Tofts, a strategist at the price comparison website Broadband Genie, advises using comparison websites to find the best deals.
He said: "Shopping through trusted comparison sites has many benefits.
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"They'll fight your corner to get you the best deal you may not find anywhere else on the internet.
"For example, at Broadband Genie, we remove Onestream Assured and McAfee Multi Access from automatically being placed in your basket, saving £178.80 over the contract."
Switch providers and cut costs
SWITCHING TV, broadband and landline providers has become significantly easier due to new rules introduced in September 2024.
Customers now only need to contact their new provider to make the switch, eliminating the need to deal with their current provider, even if they find a better deal elsewhere.
Since 2015, customers using Openreach's network – which includes providers like BT and Sky – have been able to switch by allowing their new provider to handle the process.
However, switching to or from providers like Virgin Media, which operates on its own independent network, previously required contacting the existing provider to arrange the change.
Ofcom's new "One Touch" rules have streamlined the process for all networks.
Now, customers switching services only need to liaise with their new provider, regardless of the network.
These rules also ensure that customers won't pay notice-period charges beyond the switch date, meaning they won’t be billed for overlapping services.
Additionally, providers are required to compensate customers for any issues during the switch, such as being left without service for more than one working day.
The amount of compensation will vary depending on the situation.
The new rules align broadband and TV switching with mobile switching.
Since 2019, mobile phone customers have been able to switch providers using the "text to switch" system, avoiding the hassle of calling their current network.
To find the best deals, consider visiting comparison sites such as MoneySuperMarket and Uswitch.
These platforms allow you to tailor your search based on factors like price, data allowances, and preferred providers.
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