More than half of the broadband customers we surveyed told us they had struggled to contact their broadband provider in the past month.
Usually switching providers can be a great way to save money and get a better service but with broadband providers and networks facing an unprecedented amount of strain, the landscape has changed.
Most broadband providers currently use the Openreach network, but an increasing number of alternative network providers are appearing - and switching to or from them can involve downtime or overlapping connections.
We've found there are two key ways to reduce the amount you pay for broadband - and both could save you around £120 each year
Confusion over broadband can be costly - those who don't switch provider or re-contract with their existing provider pay an extra £100 each year on their broadband deal on average.
While we found the average price increase for deals starting in September 2019 would be 26%, some customers could see their prices jump by 89%.
A majority of people are successful when they give it a go, so what's holding you back from trying it?
Nearly a quarter of those who had switched did so because they’d found a better deal with a new provider. With the typical deal jumping in price by around 20% at the end of an introductory period, this isn't a great surprise.
When we surveyed over 8,000 broadband customers, only a third said they were considering switching broadband provider - and nearly half had never switched away from their first provider
We've found that broadband customers who stay with their provider past their initial minimum contract are facing price hikes of up to £192 a year unless they renegotiate with their current provider or switch away to another firm.