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Citizens Advice Bureau takes on broadband cancellation charges

London: Broadband customers who stand up to costly broadband cancellation charges are seeing their fees passed onto debt collectors in UK, finds The Citizens Advice Bureau.

New evidence gathered from 3,300 broadband and internet problems, which have been reported to the bureau, reveal that some customers are actually finding themselves in undesirable broadband contracts or being hit up costly cancellation charges of up to 625 pounds.

According to The Citizens Advice Bureau, if the customer resists paying the charges, the cancellation fee is then passed onto a debt-collection agency, in what Gillian Guy, who is the chief executive of Citizens Advice, labels as "punishment" for either switching suppliers or terminating a contract.

The Citizens Advice Bureau is urging broadband providers not to charge customers who want to cancel their contracts due to persistent internet and broadband problems.

Several cancellations actually happened due to extremely slow connection speeds and persistent broadband and internet faults, the Bureau noticed.

Moreover, half of the cancellations made by the customers were due to the poor customer service rendered by broadband providers.

According to the spokesman from the Citizens Advice Bureau, there are 3 steps that customers can take in order to help protect themselves against costly cancellation charges.

Customers should record broadband problems in order to build up a portfolio of proof to take to the broadband provider as a valid reason for cancellation.

They should carefully check a provider's terms and conditions to see whether any broadband problems constitute a breach in contract by the supplier.

If the first 2 options are unsuccessful, then a customer facing cancellation charges should get in touch with the Bureau, which will address the problems.