Why don't broadband providers try harder to retain customers?

ps200306 · 09-01-2026 05:40PM #1

All of the broadband providers advertise tempting offers for new customers. At the end of the contract period prices go up very significantly. But if you extend your contract you don't necessarily get the same price as new customers. And that's not to mention the providers who automatically hike the price by ~10% each April. The end result is that customers are motivated to shop around for the best offer every year. It's disruptive for the customer and a loss of business to the provider.

Surely this is a no-brainer. If you offer me a price that will roll over from year to year I'll stick with you. Otherwise I'll move. I've been around the block with fibre broadband from Eir, Vodafone and Pure Telecom. The latter is by far my favourite as customer service is second to none imho. (It's a low bar as customer service is non-existent with the others, but PT are actually good). But even they didn't want to offer the new customer price for a contract renewal. I told them I really want to stick with them (which is true) but that I could get a better introductory deal with Vodafone if I moved. All credit to them, they relented and gave me a discount. But surely there's some way to circumvent this yearly rigmarole for wannabe loyal customers.

dam099 · 09-01-2026 06:13PM

Vodafone made a big song and dance about doing a no increases type pricing structure (i think they still had the CPI+3% increase part though) a few years ago but seem to have quietly dropped it fairly quickly again.

That might indicate its not any more beneficial for them to do it that way. I think they all rely on the inertia of those who aren't bothered to shop around and switch or use that as leverage to haggle for a deal.

Kurooi · 09-01-2026 06:24PM

it pays more to attract as many customers as possible and cash in on some of them being suckers.

Sadly the suckers usually means vulnerable customers, elderly mostly , who don't view their bills. Bills they don't get anymore.

GHendrix · 09-01-2026 07:36PM

Ultimately, it’s a real pain in the ass to have to switch providers so they bank on a decent percentage of customers not bothering to cancel while they know they’ll keep getting new customers in on the lower rates.

ongarite · 09-01-2026 08:31PM

It's never been easier to switch now so maybe we will see some retention deals.

The IASS legislation makes switching broadband as easy as changing mobile or utility providers.

No need to ring current broadband company, getting frustrated on the phone. The new provider takes care of that for you once you provide them with the relevant details.

https://digiweb.ie/switching-broadband-provider/

https://www.virginmedia.ie/business/faqs/all/customer-care/IAS_Switching/

pale rider · 09-01-2026 08:45PM

I just left Vodafone, their creeping charges got to me, I hate the annual price increase after negotiating the tariff.

I was dreading the switch, it was a cinch getting set up and the basics switched to new Wi-Fi

It was a pain switching several Wi-Fi extenders, doorbell, cctv, tv’s, Netflix, Firestick, smart sockets, several Alexa, three bulbs and 2 blinds

I’m still working on them, maybe six hours in total but my reward is 2 year contract at a fixed price with a saving that taxes my car.

Worth it.

NotShero · 09-01-2026 08:58PM

https://www.boards.ie/discussion/comment/124133835#Comment_124133835

You can change the SSIDs (WiFi names) to the same as the previous router, so ideally your devices would just connect.

BrenFromCarlow · 20-01-2026 03:21PM

https://www.boards.ie/discussion/comment/124133875#Comment_124133875

I made the mistake of not doing that with this year's change. Smart plugs, house alarm, something else that I only noticed after two weeks, I won't make that mistake again.

creedp · 20-01-2026 03:49PM

https://www.boards.ie/discussion/comment/124133787#Comment_124133787

I know it’s supposed to be idiot proof to switch but this idiot has got caught twice when switching losing my landline number during both switches

I recently switched from VF to Virgin Media and despite explaining in detail to the VM customer services person that I have an existing phone number and want to port it as part of the switch, they fcuked up the porting so I lost the number and despite 2 attempts to get a new number over the past couple of months I still haven’t a functioning phone line.

Why don't broadband providers try harder to retain customers?

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