Broadband News

Broadband complaints soar

(16-01-08) - Consumer complaints about ISPs have shot up by 43 per cent in 2007 according to the Government advice service Consumer Direct.

Although broadband providers came ninth out of the top ten complaint types, the 43 per cent growth was second only to complaints regarding mobile phone service agreements, which rose by 49 per cent last year.

In 2006 Consumer Direct recorded 9,436, but this figure rose to 13,536 in 2007, out of a total 819,815 complaints recorded on the database and more than 1.5 million calls answered.

Michele Shambrook, operations manager for Consumer Direct, said: “'The rise in complaints in 2007 reflects, in part, a growing awareness of the service among the general public as well as an increasing willingness among consumers to complain when they buy unsatisfactory goods or receive poor service. Consumers are finding that by arming themselves with information about their rights, they stand a better chance of resolving problems with shops and traders.”

Michael Phillips, BroadbandChoices.co.uk product director, said: “The rate at which broadband uptake has increased in recent years means that it’s inevitable that service complaints will also go up. However, the broadband industry has acquired somewhat of a bad name, what with confusing advertising terms such as ‘unlimited downloads’ where fair usage and traffic shaping applies, and the advertising of services at top speeds, which are rarely, if ever attainable.

“Overall, broadband providers are going to have to work hard in 2008 to improve their image and would do well to follow in the footsteps of ISPs like Madasafish (www.Madasafish.com), which has won awards for its customer service, and O2 (www.O2.co.uk) which offers a free, UK-based technical support line and a post-installation line check to ensure that customers are on the correct package.”

Dissatisfied broadband customers can contact Consumer Direct on 08454 040506.

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