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Customers are being 'held captive' by broadband services

Customers are being "held captive" by Broadband services when they try and cancel or change their plans, the Citizens Advice Bureau said.

In the last year alone CAB received more than 3,300 complaints about internet and broadband problems. More than half of these related to sub-standard service.

CAB Chief Executive Gillian Guy said: "People are finding themselves held captive by bad broadband services.

"Internet service providers must not shackle customers seeking a better service with unreasonable fees that can turn into shock debt.

"All internet users need to be able to easily have a way out of inadequate contracts and broadband speeds that only give them daily frustration."

Broadband customers hit with £600 cancellation fees

Broadband customers are being hit with cancellation fees of up to £625, the Citizens Advice Bureau has warned.

Citizen's Advice wants ISPs to scrap cancellation charges altogether. Credit: PA

The consumer charity said consumers who challenge the fees soon found themselves in the hands of debt collectors.

Other customers became locked into a broadband service which did not meet their needs or were hit by excessive fees when they tried to switch providers.

One woman was hit by a cancellation fee, even though it was not in the terms and conditions of her contract, when she tried to switch provider after her broadband speed became so bad that she was paying repeatedly to use an internet cafe.

Citizens Advice chief executive Gillian Guy called on internet service providers (ISP) to "not shackle customers" and ditch cancellation fees altogether.

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