In No Surprising News Whatsoever, ISPs are Failing Their Customers According to Which? Survey

By Gerald Lynch on at

Rubbish speeds, intermittent connections and poor customer services are the norm for British broadband customers, a new survey commissioned by consumer watchdog Which? reveals.

Speaking to 2,012 adults, 63 per cent said that they experienced problems with their broadband, and 43 per cent said speeds were not up to scratch. Of that 43 per cent group, 58 per cent complained that a lack of decent, consistent speeds was a frequent or constant problem.

Of all surveyed, 36 per cent had to put up with intermittent connection drop outs, and 15 per cent experienced times when their connection wasn't available at all. When such problems arise, customer services don't seem to be pulling their weight -- 27 per cent of respondents waited up to two days to have their service fixed, and 11 per cent waited as long as a week or more. 20 per cent of those surveyed had to get in touch with their provider more than three times to get their service back on track.

Which? is now calling on broadband providers to be more transparent with their packages as customers sign contracts, campaigning for written speed estimates at the start of a contract rather than allowing customers to sign up for speeds they may never receive.

“The internet is an essential part of modern life, yet millions of us are getting frustratingly slow speeds and having to wait days to get reconnected when things go wrong," said Richard Lloyd, executive director of Which?.

“It’s less superfast broadband, more super slow service from companies who are expecting people to pay for speeds they may never get. Broadband providers need to give customers the right information and take responsibility for resolving problems.” [Which?]