Sky high charges, but broadband customers trapped in lockdown
about 5 years in The guardian
Trying to cancel a contract is almost impossible as providers make themselves hard to reach
It’s simple and swift to sign up to a broadband contract. Big coloured buttons beside each online deal invite custom with a few strokes on the keyboard. Exiting a contract is another matter. Hundreds of broadband customers have spent lockdown trapped on escalating tariffs as telecoms companies have become incommunicado to those who want to leave.
When Suzanne Padisetti’s 18-month contract with TalkTalk came to an end, her monthly bill shot up from £20 to £39 without warning. Unable to get through to customer services to discuss a new deal, she attempted to terminate. However, she could find no option for cancelling online and, when she tried to call, an automated message informed her that lines were only open for vulnerable customers due to the pandemic. She attempted “live chat” but says she was cut off both times. Continue reading...
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