Broadband News

Broadband users unhappy with their service

Tuesday, 31 March 2009

Garnet Roach garnet@consumerchoices.co.uk

More than 40 per cent of broadband users are not satisfied with the service they receive, according to new research.

Although bills are five per cent cheaper and broadband speeds are 18 per cent faster than 12 months ago, 42 per cent of broadband users - or 6.3 million consumers - are still unhappy with their service.

Despite this, consumers are currently spending £2.6 billion a year on broadband, revealed the research.

O2 Broadband (www.O2.co.uk) was named the best broadband provider, winning 9 out of 11 awards and the highest ever customer satisfaction score of 92 per cent.

Between them, the three top ISPs, O2, Plusnet Broadband (www.Plus.net) and Sky Broadband (www.Sky.com) hold just 15 per cent of the market.

On the other hand, despite owning 50 per cent of the market between them, AOL Broadband (www.AOL.co.uk), Orange Broadband (www.Orange.co.uk) and BT Broadband (www.BT.com) took the bottom three spots for overall satisfaction.

More than half of customers - representing over eight million consumers - do not believe that their provider has them on the best deal for them, and the gap between the best and worst providers hit its widest ever point of 26 per cent.

Michael Phillips, BroadbandChoices.co.uk product director, said: “This research really pushes home the importance of comparing both price and service when choosing a new broadband provider.

“If you’re not happy with the service you receive from your ISP try getting in touch with them to see if there’s anything they can do to improve your connection. Then, if you’re still not happy you should consider switching broadband provider.

“Switching broadband can save you up to £135 a year as well as getting you a faster download speed and a better standard of service,” he concluded.

Source: uSwitch.com

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