Quarter of broadband customers "not satisfied"

03-07-2007

Quarter of broadband customers
More than a quarter of UK broadband customers are not satisfied with their service provider, new research has found.

A poll for price comparison website uSwitch.com found that 25 per cent of consumers weren't happy with their broadband supplier – a ten per cent increase since their opinions were last asked in March 2006.

Plusnet, the smallest company featured in the survey, topped the poll of broadband providers.

Almost eight out of ten (78 per cent) of its customers said they were satisfied with the service provided by the firm, which was bought by rival broadband supplier BT last November.

In contrast larger providers were found to have impressed their customers far less, despite the introduction of so-called "free" broadband services by many companies.

Orange was ranked as the worst broadband provider for the second year in a row, with just 65 per cent of its customers satisfied – a drop of 18 per cent over the last 14 months.

It was closely followed by rival TalkTalk, which managed to satisfy 69 per cent of its broadband customers.

Commenting on the results of the survey uSwitch.com communications expert Chris Frost said that many of the complaints made by broadband customers related to technical problems and stressed that providers had to raise their game.

"New advances in broadband technology appear to be having an adverse effect, with connection problems and service interruptions occurring all too frequently," Mr Frost explained.

"Customers are entitled to the best of both worlds and should not have to choose between price and service," he added.

Almost 11,000 broadband customers were questioned by YouGov for uSwitch's annual customer satisfaction survey, with 9,000 home phone customers also asked for their opinions.

In contrast to broadband users, 78 per cent of home phone customers said they were satisfied with their service providers.

BT was named best provider in terms of customer support, but the telecommunications giant was also ranked last for value. Just 60 per cent of its home phone customers said they were satisfied they were getting a good deal from the company.



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