Broadband Customer Charged £1,000 for Overlooking Contract Fine Print
Woman Slapped with £1,000 Bill After Overlooking Broadband Contract Fine Print
By Noor Qurashi
[Image: Joanne Batty looking frustrated at her desk]
Joanne Batty, a 54-year-old HR manager from Leeds, learned a costly lesson after failing to read the fine print in her broadband contract, resulting in nearly £1,000 in unexpected charges.
The Setup
In March 2025, as her two-year broadband and landline contract neared its end, Batty contacted her provider to renew. She wanted to keep her three landline handsets but was told they needed upgrading to a cloud-based system. Expecting a £65 fee per handset with installation included, she agreed. However, the provider sent a daunting 60-page contract, which Batty admits she skimmed due to time constraints.
Hidden Costs Uncovered
The document, which she called “repetitive and un-user-friendly,” hid critical details: each handset actually cost £150, plus a £150 installation fee per device. When the new system malfunctioned, three engineer visits—priced at £150 each—were required, none of which resolved the issue. “They left without fixing it,” Batty said. Over six months, fees piled up, including monthly charges and threats to cut off her service unless she paid the £1,000 bill.
[Image: A broadband router and phone with a red "disconnected" warning]
Resolution and Advocacy
Frustrated, Batty emailed the provider’s CEO directly. Within 24 hours, the charges were waived, and she received £100 compensation. The issue was fixed remotely in 20 minutes. Batty has since partnered with Adobe Acrobat to push for AI-driven contract simplification. “If AI can highlight key terms, it’ll save others from this stress,” she stated.
Key Takeaways
Batty’s ordeal underscores the importance of scrutinizing contracts, no matter their length. “I missed business calls and endured weeks of anxiety,” she recalled. While she admits fault for not reading the terms, she urges companies to prioritize transparency.
Final Word
Always review contracts thoroughly—or advocate for clearer terms. As Batty proves, a direct approach to resolving disputes can sometimes turn the tide.
Images: Getty (representative images), Courtesy of Joanne Batty
Word count: 298
Note: Actual images would be placed contextually, as marked. The summary condenses key events while preserving Batty’s advocacy message and resolution.
