bills to record how much it has cost you to get the problem sorted. At one end of the scale, Orange charge 50p a minute for support, while AOL only charges 1.5p a minute.

Breaking up is hard to do

Many providers charge for breaking your contract early, even if you’re not satisfied with the service you’re receiving.

Always make sure that you do your research before making a commitment as some providers offer shorter contract terms, and some even claim to offer “no contract” broadband. But always make sure that you read the small print.

If it’s too late and you’ve already signed but are having problems with your service, you can always contact us to see if we can help. Or if you want cheap, reliable legal advice you could try the Which? Legal Service w

When it comes to choosing a new broadband package, price is not the only thing that should be considered. You also need to take into account exactly what you could be sacrificing in the name of cheap internet, or the extra benefits you could get for just a few pounds more. Here is a list of the most important things to think about.

Download limits

In a recent ICM survey, 71 per cent of you thought that there were no download limits on your broadband package, but because fair usage policies are often applied, 75 per cent of packages actually do have restrictions on how much data you can download.

Over the years, as the amount we all download has increased, ISPs have had to fork out more cash on new hardware to support our increasing habit. As this cost has trickled down to the customer, ISPs have begun to charge for downloading. Even if your broadband package claims to allow unlimited downloads, its fair usage policy means that you could still end up going over your “limit”.

There is no right answer to avoid paying for heavy downloads, but you should be realistic about how much you really do this and get an appropriate package that could save you lots of aggravation in the long run.

Protection and security

Buying packages from certain ISPs can also save money on essential PC security. It’s not just fact that you’re getting free Internet security that makes these packages so attractive; the software is automatically installed when your connection is set up, so if you’re less than confident with your PC, it’s one less thing to worry about.

Customer service

In light of the problems faced by Talk Talk, who according to Charles Dunstone, CEO of Carphone Warehouse, were “overwhelmed by demand”, it has become clear just how important broadband customer service is.

Whether you are experiencing service problems, have an old computer, or are just a technophobe, there are two things you should be taking into account here; the cost of calls, and the quality of the advice you receive.

In a poll by MORI, almost 80 per cent of British people said that they didn’t like getting through to foreign call centres. If you are one of these people, it might be worth checking out where your provider’s customer service centre is located. For example, BT and Tiscali have call centres in India, Toucan has theirs in Northern Ireland, AOL is UK based, and unfortunately, Talk Talk is just short of them.

While being understood is very important, especially with regard to broadband and the technicalities involved, don’t just assume that because a call centre is abroad, the service will be bad. Do your research; Madasafish has call centres in South Africa, but has won awards for service, and while AOL might appear expensive, they have a very good customer service reputation.

More importantly than where though, is how much. Make sure you know exactly how much you will be paying for your customer service calls and don’t forget to take into consideration how long you’re likely to be on hold for. If you’re having consistent problems with your ISP, keep your bills to record how much it has cost you to get the problem sorted. At one end of the scale, Orange charge 50p a minute for support, while AOL only charges 1.5p a minute.

Breaking up is hard to do

Many providers charge for breaking your contract early, even if you’re not satisfied with the service you’re receiving.

Always make sure that you do your research before making a commitment as some providers offer shorter contract terms, and some even claim to offer “no contract” broadband. But always make sure that you read the small print.

If it’s too late and you’ve already signed but are having problems with your service, you can always contact us to see if we can help. Or if you want cheap, reliable legal advice you could try the Which? Legal Service wh

rickled down to the customer, ISPs have begun to charge for downloading. Even if your broadband package claims to allow unlimited downloads, its fair usage policy means that you could still end up going over your “limit”.

There is no right answer to avoid paying for heavy downloads, but you should be realistic about how much you really do this and get an appropriate package that could save you lots of aggravation in the long run.

Protection and security

Buying packages from certain ISPs can also save money on essential PC security. It’s not just fact that you’re getting free Internet security that makes these packages so attractive; the software is automatically installed when your connection is set up, so if you’re less than confident with your PC, it’s one less thing to worry about.

Customer service

In light of the problems faced by Talk Talk, who according to Charles Dunstone, CEO of Carphone Warehouse, were “overwhelmed by demand”, it has become clear just how important broadband customer service is.

Whether you are experiencing service problems, have an old computer, or are just a technophobe, there are two things you should be taking into account here; the cost of calls, and the quality of the advice you receive.

In a poll by MORI, almost 80 per cent of British people said that they didn’t like getting through to foreign call centres. If you are one of these people, it might be worth checking out where your provider’s customer service centre is located. For example, BT and Tiscali have call centres in India, Toucan has theirs in Northern Ireland, AOL is UK based, and unfortunately, Talk Talk is just short of them.

While being understood is very important, especially with regard to broadband and the technicalities involved, don’t just assume that because a call centre is abroad, the service will be bad. Do your research; Madasafish has call centres in South Africa, but has won awards for service, and while AOL might appear expensive, they have a very good customer service reputation.

More importantly than where though, is how much. Make sure you know exactly how much you will be paying for your customer service calls and don’t forget to take into consideration how long you’re likely to be on hold for. If you’re having consistent problems with your ISP, keep your bills to record how much it has cost you to get the problem sorted. At one end of the scale, Orange charge 50p a minute for support, while AOL only charges 1.5p a minute.

Breaking up is hard to do

Many providers charge for breaking your contract early, even if you’re not satisfied with the service you’re receiving.

Always make sure that you do your research before making a commitment as some providers offer shorter contract terms, and some even claim to offer “no contract” broadband. But always make sure that you read the small print.

If it’s too late and you’ve already signed but are having problems with your service, you can always contact us to see if we can help. Or if you want cheap, reliable legal advice you could try the Which? Legal Service w

ne less thing to worry about.

Customer service

In light of the problems faced by Talk Talk, who according to Charles Dunstone, CEO of Carphone Warehouse, were “overwhelmed by demand”, it has become clear just how important broadband customer service is.

Whether you are experiencing service problems, have an old computer, or are just a technophobe, there are two things you should be taking into account here; the cost of calls, and the quality of the advice you receive.

In a poll by MORI, almost 80 per cent of British people said that they didn’t like getting through to foreign call centres. If you are one of these people, it might be worth checking out where your provider’s customer service centre is located. For example, BT and Tiscali have call centres in India, Toucan has theirs in Northern Ireland, AOL is UK based, and unfortunately, Talk Talk is just short of them.

While being understood is very important, especially with regard to broadband and the technicalities involved, don’t just assume that because a call centre is abroad, the service will be bad. Do your research; Madasafish has call centres in South Africa, but has won awards for service, and while AOL might appear expensive, they have a very good customer service reputation.

More importantly than where though, is how much. Make sure you know exactly how much you will be paying for your customer service calls and don’t forget to take into consideration how long you’re likely to be on hold for. If you’re having consistent problems with your ISP, keep your bills to record how much it has cost you to get the problem sorted. At one end of the scale, Orange charge 50p a minute for support, while AOL only charges 1.5p a minute.

Breaking up is hard to do

Many providers charge for breaking your contract early, even if you’re not satisfied with the service you’re receiving.

Always make sure that you do your research before making a commitment as some providers offer shorter contract terms, and some even claim to offer “no contract” broadband. But always make sure that you read the small print.

If it’s too late and you’ve already signed but are having problems with your service, you can always contact us to see if we can help. Or if you want cheap, reliable legal advice you could try the Which? Legal Service w

es in India, Toucan has theirs in Northern Ireland, AOL is UK based, and unfortunately, Talk Talk is just short of them.

While being understood is very important, especially with regard to broadband and the technicalities involved, don’t just assume that because a call centre is abroad, the service will be bad. Do your research; Madasafish has call centres in South Africa, but has won awards for service, and while AOL might appear expensive, they have a very good customer service reputation.

More importantly than where though, is how much. Make sure you know exactly how much you will be paying for your customer service calls and don’t forget to take into consideration how long you’re likely to be on hold for. If you’re having consistent problems with your ISP, keep your bills to record how much it has cost you to get the problem sorted. At one end of the scale, Orange charge 50p a minute for support, while AOL only charges 1.5p a minute.

Breaking up is hard to do

Many providers charge for breaking your contract early, even if you’re not satisfied with the service you’re receiving.

Always make sure that you do your research before making a commitment as some providers offer shorter contract terms, and some even claim to offer “no contract” broadband. But always make sure that you read the small print.

If it’s too late and you’ve already signed but are having problems with your service, you can always contact us to see if we can help. Or if you want cheap, reliable legal advice you could try the Which? Legal Service w

bills to record how much it has cost you to get the problem sorted. At one end of the scale, Orange charge 50p a minute for support, while AOL only charges 1.5p a minute.

Breaking up is hard to do

Many providers charge for breaking your contract early, even if you’re not satisfied with the service you’re receiving.

Always make sure that you do your research before making a commitment as some providers offer shorter contract terms, and some even claim to offer “no contract” broadband. But always make sure that you read the small print.

If it’s too late and you’ve already signed but are having problems with your service, you can always contact us to see if we can help. Or if you want cheap, reliable legal advice you could try the Which? Legal Service who provide a telephone service for ?12.75 a quarter.

Hidden costs

While most ISPs will provide a free modem when you take up a contract, you might find yourself having to pay out for other costs, such as buying a wireless router or end up paying for the postage of your goods. For example, Pipex charges ?7.50 to send you your modem.

Finally

Remember, it is not just about the price. Bear in mind exactly what you could be sacrificing for the sake of a few pounds a month – unlimited downloads, high connection speeds, PC protection, quality customer service and peace of mind.

While it can also be tempting to go for a bundle because you get cheap calls, or digital television, always be realistic and keep your needs in mind. If you are unlikely to use the extra services then it will just be a waste of money.

If you’re sure that you have accurately assessed your broadband needs – both in terms of usage and support, then you are more likely to get a package that’s right for you – but that isn’t necessarily the cheapest one.