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BT broadband and Virgin Media customers complain over huge bills they’re powerless to stop

Broadband customers who have been left unable to contact their Internet Service Provider (ISP) due to the impact of the ongoing coronavirus pandemic on customer service operations could face sharp with price increases – as large as 80 percent – when their minimum contract comes to an end, new research from Which? has revealed.

Widespread call centre closures due to the public health crisis have caused busy phone lines leaving consumers unable to contact a new provider to switch – or reach their existing provider to highlight the issue to get it fixed or negotiate a better deal. Customers from BT broadband and Virgin Media fibre services have been named as specific examples of this issue.

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Some ISPs provide online options for those who cannot get through on phone lines, but this isn’t an industry standard practice.

In a new survey conducted by Which?, the publication found that more than half (53 percent) of broadband customers had encountered difficulties contacting their broadband provider within the last month – making it tough to make changes to their contract, or report issues.

And the problems don’t end there. According to the research, those who are able to contact their ISP still struggle to arrange a switch due to restrictions on engineer visits.

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