Broadband News

Broadband suppliers receive the most complaints

Wednesday, 20 January 2010

By Garnet Roach garnet@consumerchoices.co.uk

Internet Service Providers are most likely to receive complaints from consumers, according to new research.

More than two thirds of consumers filed complaints with energy, telecoms and digital TV companies last year, but it was broadband providers that received the most flak, with 35% of customers complaining in the last 12 months, according to the annual switching survey from consumer research company ORC International.

Gas and electricity suppliers received complaints from 23% of customers, with more than a quarter of people switching supplier last year.

Angela Richmond, head of ORC International’s Customer Strategy and Technology Division, said: “Underlying these survey results is a real frustration about the pricing structures and customer service offered by utilities companies. We often hear about how, as a nation, we are reluctant to complain, but our survey shows that increasingly we won’t put up with poor service or uncompetitive prices.

“And we are keen to let others know about our experiences. Given that many people choose their broadband supplier through personal recommendation, that should ring alarm bells with suppliers,” she added.

The survey highlighted the strong influence of recommendations and internet buzz - last year 70% of people who complained went on to tell others about it, either in person or online.

It also found that 30% of consumers take personal recommendations when looking for a new TV or broadband package, while 40% rely on recommendations when choosing a mobile phone provider.

Michael Phillips, Broadbandchoices.co.uk product director, said: “If you're not happy with your ISP, you should definitely compare packages and consider switching broadband provider. You could save yourself up to £135 as well as getting a faster, more reliable connection and a better standard of customer service.”

Compare broadband deals

Save up to £363* when you include TV and calls with your broadband

CLOSE [X]

*Enter your postcode to find the best broadband deals in your area. We value your privacy, please see our privacy policy.

Why we need your postcode