Broadband UK failing the public


Broadband UK failing the public

Cliff Saran

People are unhappy with the service they receive from the major broadband suppliers, a report from price comparison service uSwitch has found.

Although bills are 5% cheaper and speeds 18% faster than 12 months ago, the broadband industry is still not getting it right, according to uSwitch. Despite households spending a staggering £2.6bn a year on broadband, 6.3 million consumers (42%) are not satisfied with the service they receive. More than eight million customers (54%) do not believe their provider has them on the best deal for them, uSwitch said.

The survey, based on responses from more than 12,000 broadband customers, found the widest ever gap (26%) in customer satisfaction levels between the best and worst broadband providers. uSwitch said AOL's popularity had plummeted, with more than a third of its customers saying they were unsatisfied.

Steve Weller, communications expert at, said, "It seems that some of the more established broadband companies are slowing down with age and have lost sight of what customers want - speed and reliability, backed up by efficient customer support should things go wrong."

Broadband Winners

Best overall customer satisfaction - O2

Most likely to be recommended - O2

Best value for money - O2

Best customer service - O2

Best technical support - O2

Best for billing - TalkTalk

Best quality of connection - PlusNet

Best for speed satisfaction - O2

Best 'deal for you' - O2

Best for ease of use - O2

Best for setup support - O2

Broadband Losers

Worst overall customer satisfaction - AOL

Least likely to be recommended - AOL

Least best value for money - BT

Poorest customer service - Orange

Worst technical support - Orange

Most difficult billing - AOL

Worst quality of connection - AOL

Worst for speed satisfaction - AOL

Worst "deal for you" - AOL

Hardest to use - TalkTalk

Most difficult setup support - Orange

Source: Broadband Satisfaction Awards 2009

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