ISPA responded to today's report by Citizens Advice on broadband contracts.  The  UK broadband market is hugely competitive, with hundreds of providers providing internet connectivity to consumers, at low cost compared to neighbouring countries.

The cancellation policies on contracts across several sectors generally require the remaining subscriptions to be paid off and reflect actual costs, such as a charge from a wholesale provider and we urge consumers  to read the terms and conditions and shop around before committing to a contract. Without knowing the specifics of each case we can’t comment on the examples, our own data shows a substantial reduction in complaints over time, as users and average speeds grow and ISPs improve their complaint handling procedures. The regulator Ofcom is actively looking at switching and have issued new ways in which a customer can exit a contract without penalty.