Millions of broadband and mobile customers are still paying over the odds because providers make it unnecessarily difficult to get the best deals, according to new research from Citizens Advice.
The charity found that around three-quarters of customers who try to negotiate a better renewal deal face obstacles such as:
As a result, up to 3 million people are thought to be overpaying when they renew their contracts.
Those who do push through the hassle and negotiate can save an average of £325 a year across their broadband and mobile bills. But many don’t – Citizens Advice says loyal customers are missing out on around £28m in savings every month simply by not switching or haggling.
Clare Moriarty, chief executive of Citizens Advice, criticised providers for forcing customers to “pretend to leave” before being offered hidden deals:
“Millions of people are still paying over the odds for something as essential as mobile and broadband because of this murky practice.”
The charity is urging Ofcom, the UK’s telecoms regulator, to demand greater transparency on pricing and ensure providers automatically give customers their most competitive deals.
Earlier this month, Ofcom reported that its new One Touch Switch system has already helped 1.6 million customers change broadband or landline providers more easily in its first year. More than 300 providers have signed up to the scheme.
The regulator has also cracked down on mid-contract price hikes, after millions of households saw bills jump by as much as 17% in 2023.
If your contract is ending, don’t just accept the renewal price your provider offers. Whether you haggle or switch, you could save hundreds of pounds a year on your broadband and mobile bills.
Use our postcode checker to see the latest broadband deals in your area and find out how much you could save.
