Review transparency of broadband company exit fees including off-net move fees

Background

Review broadband companies charging exit fees when customers move to a new address outside of the service area (an off-net move). I moved house (off-net) and was charged £700 exit fee because the broadband couldn't be transferred! This was treated as me cancelling the contract early.

Additional details

We are calling on the government to protect consumers from hidden contract terms which exploit people at a time of high cost and stress. Off-net move customers can be trapped in a contract, even when the broadband service can no longer be provided. This practice is unfair, costly, unethical, exploitative and counter-intuitive. Companies should be transparent about these exit fees on their packages via key info so customers can make an informed choice.

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