Broadband users suffer net losses

A SPEEDY and reliable link to the internet is what most of us have come to expect.

But getting connected with good broadband can be fraught with problems, as numerous readers have told me.

It seems services can be too slow, too expensive and too erratic.

Take the complaint I received from Susan, from Luton.

She waited 18 weeks for her broadband to be installed but three days later was shocked when it stopped working.

Susan cancelled her contract but was told she would have to pay an early termination fee.

Terminate

long periods you are without broadband. Kevin, of Brighton, complained his broadband was less than half the speed promised by the provider.

This may give rise to the right to cancel the contract. But more investigation is needed because many things can affect broadband speed. These are your home’s wiring, the number of devices connected, the kind of router, the thickness of walls and your devices’ software. Stacey, from Kent, complained the monthly fee for his broadband had increased and asked to break the contract. His request was rejected.

Broadband providers must tell you in writing before increasing their prices. If the increase is greater than inflation you have the right to cancel the contract, without incurring any penalty.

But you must exercise this right within 30 days of notification.