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Broadband break-ups on the rise

Broadband break-ups on the rise

Category: Broadband

Updated: 14/12/2012
First Published: 15/02/2012

This article was correct at the time of publication. It is now over 6 months old so the content may be out of date.

In a week when love is supposed to conquer all, new research has revealed that many Britons are falling out of love with their broadband provider.

Getting things off their chest, a third of broadband customers told they feel their provider has not lived up to its promises.

Three quarters of customers felt 'things aren't moving fast enough' and were found to be unhappy with the speed of their connection.

"I don't feel like I can count on them" was the reason offered by almost four in ten (38%) customers who were disappointed with the reliability of their connection.

Meanwhile, just over a quarter (27%) were unhappy with the level of customer service they had received, proclaiming 'they never call when they say they will'.

And finally, honesty was revealed to be an issue in 15% of provider/customer relationships, with people claiming they had been hit with hidden costs and excess charges.

Dominic Baliszewski, a digital technology expert, was not surprised to see gripes over broadband speed topping the list of complaints for the second year in a row, but was disappointed that there had been no improvement over the last 12 months.

"Ofcom recently revealed that average broadband speeds in the UK had increased slightly but this was mainly due to consumers switching to a faster service rather than because of improvements made to their existing connection," he added.

" UK broadband users are clearly feeling taken for granted.

"If service providers don't start paying more attention to loyal customers they may find themselves ditched for someone who appreciates them more."

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Disclaimer: Information is correct as of the date of publication (shown at the top of this article). Any products featured may be withdrawn by their provider or changed at any time.