What should I be looking out for when an ISP offers me a tempting deal?”

Judging by your emails, internet connection problems turn us into the most disgruntled consumers imaginable. Indeed, recent statistics show that around a quarter of broadband users are considering leaving their current provider. Online forums, such as those at thinkbroadband.com, are awash with horror stories from customers on ADSL connections who have had trouble getting their old ISP to supply the elusive MAC code which is required to ensure a smooth transition; getting hold of it used to be like pulling teeth, but new OFCOM regulations require it to be handed over within 5 days. As Laura Dillon commented: “Switching gas or electricity suppliers was never this much hassle. I would rather put up with poor service than attempt another change.”

But now, with the procedure having been made easier, over 200,000 are switching every month, attracted by the prospect of improved connections, better support and lower prices. “Price is the main factor,” says Chris Frost from uswitch.com – although some of you observed that getting a better deal out of your current supplier can be as easy as picking up the phone and pointing out that they are charging more than their competitors. “Customer service comes next,” continues Chris. “Smaller firms can often be better at logging and resolving complaints about outage and slow connection speeds. And speeds themselves can be improved by switching – even if your provider is just reselling a BT wholesale product – as they’re still in charge of managing the data traffic.” Certain providers which have their own kit installed in BT exchanges, such as Be, can offer speeds of up to 24Mbps; the actual speed you attain depends on your distance from the exchange, but reader Elise C gave Be the thumbs up, both for the speed of their connection and of the changeover.

Here are a few more endorsements from Independent readers, rather than a list of grievances (which are, after all, more than easily found on the internet.) “My mum has had a good experience with Eclipse,” writes Sean B, “which, given she’s over 60, might well be a good sign.” Paul McGazz endorses AOL’s reliability, “as long as you don’t attempt to use their own email and browser.” And while Virgin Media (formerly NTL) doesn’t win many awards for customer service, many have praised the speed and reliability of their connection, including James Weaver: “I have all manner of stuff hooked up to the cable modem, and it always seems to hold up.” Some readers are bound to disagree with this week’s Cyberclinic correspondents. But if you are unhappy, OFCOM is, at least in theory, on your side.