An idiots guide to broadband and contracts please?

[Graphista]

Sigh - I used to know this stuff but I am rapidly turning into my tech phobic father!

The recent price rise news has prompted me to consider possibly changing to a new provider when my contract is up which is in autumn. Yea I know it's months away but I need to get my head around anything

I am currently on an ADSL connection which isn't the best. It copes ok most of the time but if I'm doing a lot online or using several devices at the same time i get buffering and loading issues which is frustrating.

Here's the thing - I can't get fibre here as I'm semi rural and it similar isn't available BUT I may be moving before my contract is up.

Current provider says if I maintain current (v cheap it must be said) contract then I will have to pay for the move - around £100 or so

But if I upgrade even slightly the costs of the move are covered by them

I have to say aside from the admittedly minor technical irritations I generally like my current provider. They're very clear when you ask them stuff and easy to get hold of and the customer service is usually pretty good.

This is something one cannot assess when looking on comparison sites which only compare prices/costs/bonuses for new customers

So.... can I please ask if you think ;

1 - I should stay on current contract, pay for move and keep monthly costs low but still on ADSL only

2 - stay with current provider but upgrade to fibre which means a few quid more per month but no moving costs

3 - change to a new provider which I think I can do without huge startup costs but also from what I've seen so far would be a little more per month as would need to be fibre I think I can't see any quotes for ADSL only (I get why they're probably wanting everyone to move to fibre tbh)

And can you tell me the difference in real life user terms between ADSL, fibre and the "fancy" fibre options (they all seem to have "super" fibre options but call them all different names) - this is the part wheee I'm turning into dad! Explain in very simple ways please. God I need to learn this stuff better!)

Hi @Graphista, we're just giving your thread a bump to get it back into Active Conversations. Hopefully someone will be along soon with some answers to your queries

The main difference with fibre is the speed. But that depends on the wires your broadband runs through.

Virgin install their own cables, everyone else use BT cables and use Openreach engineers to connect.

Broadband goes to a control box. Speed also depends on how many houses are connected to this box and how far away from your house this box is.

Some cables are fibre up to the box but old copper wire from the box to your house (slower)
Some cables are fibre to your house too (faster)

The faster your fibre the more things you can do online at the same time and streaming tv or games will also be better.

@DawnMumsnet thank you

@MadeForThis thank you too. I think I new virgin did their own thing. The bt openreach “monopoly” otherwise drives me nuts! They’re murder to deal with. I once had a situation where they were sent via me calling provider to repair the junction box, where I lived at the time I could SEE the junction box from my living room window. They claimed to be on site doing the repair and I was like to my provider “well I’m literally looking at the junction box and the road either side right now and there’s no sign of them!” Provider sighed (I’m sure would have said oh ffs if not on phone to customer!) and was like “we’ll chase them up” and then two days later they finally showed up! Disgraceful!

Virgin are more expensive and I’m not sure how reliable (I hear mixed reviews in real life)

May I ask what you would advise of the options I gave?

I’m thinking to stay with current provider but upgrade to “standard” fibre. Mainly as I think the customer service is pretty good (most of the time)

A quick google suggests virgin pretty poor on customer service side of things in a number of surveys over last few years

If you are happy with your current providers service and you coped with ADSL then moving to fibre with them would be the best idea. They will make you sign a new 18 month contract but it will probably still be cheaper than the moving fee and definitely worth it for fibre.

I've used Virgin in the past and the speed is great but you pay a premium for it. Customer service is mixed.
I'm currently with Sky, their customer service is quite good and they usually offer great deals to stay if you go through to the retention dept.
I would avoid TalkTalk altogether.
Plusnet used to be good but I think their customer service dropped after they were bought by BT.
I haven't heard great things about Vodafone.

I think I'll stick with my current provider - which is pliusnet.

I didn't mention who as I didn't want to sway the replies.

Their customer service did used to be better I think it has gone down slightly in some areas but I hear absolute horror stories about virgin! And mainly from people who have virgin in the area I'm moving to as well which puts me off.

I do feel very overwhelmed with everything I have to organise for this move. I used to quite enjoy moving home but these days I find it incredibly difficult.

I need a good reliable internet connection as I suffer from agoraphobia and most of the time over the last 5 years that's meant being housebound so I am dependent on being able to order essentials like groceries and prescriptions.

Have a chat to them just before contract ends

Say you have been offered a better package and what can they offer you

If they don’t offer you a better deal, say you will phone back later to cancel

Give it a few days and ask the same question, or ask to speak to the disconnections teams

Ask for a better deal and be prepared to move as customer loyalty is not appreciated until you actually leave

I speak from experience

You can put your current and new postcode into various sites to see what providers actually serve those locations, and to see what packages they offer. Then if you did want to change, look at topcashback or similar for... cashback!

This is the Martin Lewis site broadband checker: broadband.moneysavingexpert.com/?gclsrc=aw.ds&&source=GOO-0X0000042AADF61385&gclid=CjwKCAiAgbiQBhAHEiwAuQ6Bkvq7c-qQ3RwfQxMLxlSnpoTcreyaW0rnvHNMC_8Gq-2xCbtCHthAQBoCCQ4QAvD_BwE

@EngTech unfortunately wasn't in position to do that this time but it's what I usually do

@TheSpottedZebra price is only one consideration customer service is important too