Sluggish speed is top broadband pain

A quarter of UK broadband customers are unhappy with their service and one-in-eight of them are looking to switch provider in the next three to six months.

A quarter of UK broadband customers are 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




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