Broadband has become essential amongst UK households, as 94% of UK adults now have home internet access – adding another bill to the pile of spiralling household costs.*

As the first of the utility bills look set to increase this autumn, with the announcement that energy prices will rise by 4% in October, it’s important for broadband customers to get familiar with their contracts and know what they’re paying for and how to find savings.

Earlier this year, a government charter on telecoms services stated that customers should always receive clear and easily understandable information so they know exactly what they are paying for and why.**

Quotezone surveyed 1,000 adults in the UK and asked if they understood their broadband bill. Worryingly, almost a quarter, 22%, said they didn’t fully understand.

Ofcom’s mid-contract price changing rules are a key example and were designed to help with transparency. The regulator created a seemingly easier to comprehend pounds and pence rule for price increases, hoping to ease some of the cost of living pressure. However, it’s reported that consumers are still paying above the level of inflation.***

Quotezone asked Brits about the effect these changes were having and if they felt confident they fully understood them – 51% were not aware of the changes.

Nearly a third, 31%, confirmed their bills were clearer and more straightforward, however 56% said they felt their bills were unchanged.

Providers must clearly show what the price increase will be in pounds and pence when customers sign the contract.**** A price rise that wasn’t already set out in the contract terms triggers a legal right to exit the contract penalty-free within 30 days. Again, 50% said they did not know this.

Like many utilities, broadband payments can be confusing, especially in light of the new rule changes this year. Understanding bills is key and helps customers see what a good deal looks like – giving them the confidence to switch between providers.

Quotezone research shows customers are prepared to switch for more reliable service (14%) and if costs increase (41%) – yet 66% said they’ve not switched within the last two years.

This may seem unsurprising given the majority of providers favour 18-24 month contracts, however a recent Ofcom report estimated 28% of customers were out of contract and potentially overpaying – suggesting missed opportunities to switch and save.*****

The broadband experts also asked how much the price would need to increase before customers would consider switching. Interestingly, 21% of customers said they’d consider switching provider if their monthly broadband bill increased by under £5, with a whopping 44% saying an increase of £6-£10 would make them switch. That’s two-thirds of customers prepared to take action if their bill increased by less than £10 a month.

The top two answers for why customers are reluctant to switch were ‘too much hassle’, at 26% and a belief that ‘all providers are the same’, 25%.

Piers Murray, broadband expert at Quotezone.co.uk comments; “It’s a concern that half of customers are unaware of these important changes on price increases and contract fees. As the market becomes saturated, competition between providers for existing customers intensifies, creating a golden opportunity for those customers who know what they’re looking for.

“2026 is an interesting year for broadband. The changes were designed to help improve clarity, but in reality, our survey shows many households are either unsure or unaware of key information.

“Bills need to be clear and concise so customers can review their details easily, helping them negotiate with providers, and explore better quality products for less. Using a price comparison site helps homeowners compare what products best suit their household, to help them gauge fair and competitive offers.

“It’s worrying that over a quarter of customers think switching is too much hassle – switching providers is now easy with Ofcom’s One Touch Switching rules, and can be a vital way to find savings. Some providers even offer switch credit to buy customers out of contracts that haven’t finished yet, as an incentive to make the move – making it crucial that customers know exactly what they’re paying for, to help them spot a good deal when they see it.”

As a price comparison site, Quotezone helps millions of customers every year – now comparing broadband, allowing customers to easily see the difference between products and providers, to help them make informed choices. For more information and more ways to save on broadband.