A quarter ofUK broadband customersare unhappy
with their service and one-in-eight of them are looking to switch
provider in the next three to six months.
A survey of 1,500
broadband customers across the UK, commissioned by O2, also
found that more than one million households are spending at least
six hours setting up or troubleshooting their broadband service,
with one in five having to contact their provider at least three
times to resolve problems.
Connection speeds remain at the forefront of
pains for broadband users, with nearly a quarter of people
saying this is the most frustrating thing about their broadband
service, though only half those questioned had any idea what speed
their broadband was.
Dealing with customer services is another common source of
frustration, with 20% of those questioned experiencing difficulty
even getting through to their provider. And for those that did,
more than half had to use a premium rate number.
Poor customer service was most frustrating for those based in
the North East, with nearly a third (30%) rating it the most common
source of dissatisfaction.
Brighton emerges from the survey as the most broadband-savvy
part of the UK, with two in three requiring no support at all to
set up or manage their service.
Users in Sheffield are statistically the most likely to need
help setting up or managing their service. The most consistently
stressed broadband users are in Cardiff, with 61% of those
questioned admitting to losing their temper, while the most
dissatisfied users are in Bristol with nearly a quarter (24%)
planning to change provider in the next three to six months