Almost 1 in 10 are dissatisfied with their broadband, says Ofcom

ByKelvin Goodson
Man sitting at a laptop and looking confused

Almost one in 10 people in the UK who use broadband aren’t satisfied with it, says a new report from Ofcom, but overall satisfaction with broadband, home phone, TV and mobile phones is high, and more people are happy with them than a year ago.

People expect more of their broadband than they do their home phone, TV or mobile phone, with the UK communications regulator's Consumer Experience of 2014 Report finding 4% of people are dissatisfied with their landline, 4% with their TV and 6% with their mobile, compared to 9% with their broadband.

Ofcom used the increase in satisfaction as an opportunity to toot its own horn with regards to its works to improve broadband and landline installation and repairs after it imposed new rules for faster performance on Openreach, the division of BT that looks after the national communications network, last summer.

Openreach has "improved in line with the requirements," and Ofcom will review its performance properly this summer.

Claudio Pollack, group director of Ofcom's content consumer and external affairs group, said: "Telecoms, broadcasting and postal services are central to people's lives and while consumers' satisfaction is generally high, there is more work to be done.

"Consumers demand a high quality of service, whether it's speeding up fault repair times, boosting mobile coverage or improving subtitles on TV. These are just some of the areas Ofcom is focusing on this year."

Over 25% of broadband in the UK is now superfast - offers download speeds of 30Mb or more - according to the report, which will have played a part in improving satisfaction, but the number of people upgrading to it has slowed over the last year as more people are using their phones to access the internet.

While 80% of homes still have a landline as well as a mobile phone, but 16% - mostly those made up of people aged 16-24, unsurprisingly - only have a mobile phone. Those aged 16-24 are also increasingly less likely to have a TV.

If you're not satisfied with your broadband, contact your provider and explain why. If things don't improve, make a formal complaint. If that doesn't have the desired effect, ask your provider for a deadlock letter.

You can then take your complaint to one of two alternative dispute resolution (ADR) schemes - the Communications and Internet Services Adjudication Scheme (CISAS) or Ombudsman: Communications. They'll then examine the case and reach what they find to be a fair decision.

Sources: Financial TimesOfcom, Telecoms.com

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