Service providers have vocally promised that things can only get better for their customers, but a record number are unhappy with their broadband service.
Consumer satisfaction with high-speed internet has never been so low, with one in four now finding fault with their provider, says a survey commissioned by USwitch.
In the biggest study of its kind, the price comparison site found Plusnet, acquired by BT last year, to be the best broadband provider out of a host of leading names.
Although Plusnet had the smallest market share, eight out of ten who use its broadband package declared they were satisfied, making it the most popular UK provider.
Orange and TalkTalk emerged with the lowest levels of customer satisfaction, both of which have trumpeted so-called ‘free broadband.’
The quirky mobile phone company was, overall, the biggest loser, given it ranked bottom for the second year in a row, with 400,000 customers not satisfied.
The survey also found that BT was the worst provider, overall, for value for money – though it was voted the best for customer support, with an endorsement from 62% of its customers.
New advances in broadband technology appear to be having an adverse effect, with connection problems and service interruptions occurring all too frequently,” said Chris Frost, communications expert at uSwitch.com.
“Customers have found themselves having to make numerous phone calls to get their problems fixed and this would explain why the score for overall technical support has dropped 11% since March 2006.”
Elsewhere in the study, Tiscali was voted top home phone provider, TalkTalk was worst for customer support on home phones and Sky emerged as sending the most complicated monthly bills.
Jul 4, 2007
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