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50% of UK broadband users unhappy with service

Price cuts don't improve customer satisfaction

Half of the UK’s broadband internet users are unhappy with the service they receive from their internet service providers, according to a survey of nearly 11,000 broadband customers.

Price comparison website uSwitch.com's survey shows that four million customers are not satisfied with their provider. Four out of nine companies have fewer satisfied customers this year than they did at the same point in 2007.

See also:

ISPs make HMRC the internet's number one villain

PC Advisor's 2007 UK broadband report

According to the survey PlusNet is the most consumer-friendly ISP with 86 percent customer satisfaction. PlusNet topped the poll for the best customer service, and was the most popular ISP in nine out of 11 categories.

Interestingly, PlusNet's owner BT was ranked the poorest for value, although Orange grabbed the unwanted prize for worst broadband provider. According to the survey, a third of Orange customers are not satisfied with their service.

Responding to the survey results, uSwitch's Steve Weller said: "The 21 percent gap between the best and worst provider shows just how important it is to choose a provider on service and not just price. Despite prices falling by 36 percent in four years, over five million have never switched their broadband provider."

Visit Broadband Advisor for the latest news and reviews about the internet and internet tools.


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