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Citizens Advice calls for action as 'broadband consumers are being ripped off by their providers in multiple ways'

14 December 2018
Citizens Advice has responded to Ofcom's new proposals to address the loyalty penalty in the broadband market and end of contract notifications. 

Gillian Guy, Chief Executive at Citizens Advice, said:
“Broadband consumers are being ripped off by their providers in multiple ways. We’ve already proven consumers are being penalised for their loyalty - one of the reasons we launched our super-complaint into the loyalty penalty.
“Forcing companies to regularly notify customers about the best deals on offer would be a step in the right direction. But this will do little to protect people who are vulnerable, such as those with mental health problems. The regulator has admitted vulnerable consumers may need additional protection. Now they need to take decisive action.
“Broadband is an unbalanced market dominated by a small number of powerful companies. The millions of people who rely on the services they provide need an independent advocate to fight on their behalf.”
  • Citizens Advice estimates the broadband loyalty costs consumers £1.2 billion per year. 
  • Every month that passes loyal broadband customers are penalised £100 million.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit
  7. For consumer advice, call the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.