Mobile internet problems grow

'Incomprehensible' bills and poor download speeds among top complaints received by consumer protection group

14 April 2010

UNCLEAR pricing and disappointing download speeds have prompted a growing number of complaints from internet users in the past year, according to a consumer group.

Telecoms and technology users' association Afutt said in its annual report that it was seeing an increasing number of customers approach the group to complain about "incomprehensible" bills and lengthy contracts with no chance of cancelling.

The group said mobile broadband - where a user can connect to the internet using a laptop and modem key anywhere in France - was causing problems for many users.

A series of cases came to light late last year involving customers who used their 3G internet provider overseas or for heavy downloading without realising the costs.

Operators have, in some cases, agreed to refund bills in the thousands of euros where there has been a misunderstanding.

However Afutt said more needed to be done at the sign-up stage to make customers aware of the limits and costs of their mobile internet connection.

The group says it has also received a large number of complaints about misleading all-inclusive broadband and phone packages that impose limits on call lengths or download traffic.

A third problem that has grown in the past year relates to TV over broadband, with many customers complaining of reception problems.

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