Frustrating at times but impossible to live without, web access is too vital to settle for sub-standard service. PC Advisor analyses what 6,500 of you had to say about your broadband experiences, which ISPs are best, and how to get cheaper broadband.
In your verbatim comments, many of you stated that you felt you were getting an extremely good value bundled package from Talk Talk.
Several people praised Talk Talk’s forum for its helpfulness, while the excellent-value home phone deal that includes free overseas phone calls was rightly held up as an example of a genuinely useful extra. Talk Talk scored a creditable overall satisfaction rating of 78 percent, with more than 80 percent of customers happy to recommend it.
That said, Talk Talk got a bit of a pasting from some of our survey respondents – the company’s speed, technical support and customer service scores in our survey were all lower than average.
A fair proportion of negative comments related to customers having been told that faster broadband connectivity would be offered as soon as the local loop unbundling (LLU) process is complete – something some respondents told us they had been waiting for almost three years. Although Talk Talk isn’t directly responsible for this, it highlights an important point about expectations and the delayed fulfilment of promises.
The contentious issue of outsourced help centres based overseas reared its ugly head too, causing a certain amount of friction.
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Tiscali found itself trailing behind its rivals in our survey results. Like its new owner, The Carphone Warehouse, which offers broadband under the Talk Talk brand, Tiscali appears to have some ground to make up when it comes to delivering customer satisfaction.
A fairly average 71 percent of its customers think the connection speeds achieved are acceptable, while the reliability of that connection is lower than that offered by most other ISPs. What really kept the overall scores for Tiscali low, however, were the ratings for its customer care and, consequently, users’ satisfaction and willingness to recommend its service.
Long-term Tiscali customers report that the service has got worse rather than better in the past few months. Against this, we had reports that the Tiscali TV service was well worth having and that speeds achieved in rural locations were better than expected.
NEXT: Virgin Media & Zen Internet >>
Broadband Survey 2009 index:
- PC Advisor readers' verdict on Broadband Britain
- Our survey says…
- ISP reviews: AOL & Be Broadband
- ISP reviews: BT & BT Yahoo
- ISP reviews: Demon & O2
- ISP reviews: Orange & Pipex
- ISP reviews: Plusnet & Sky Broadband
- ISP reviews: Talk Talk & Tiscali
- ISP reviews: Virgin Media & Zen Internet
- Mobile broadband
- Better broadband for all
- Better broadband, shaping up
- Behind the scenes: a broadband call centre
Survey sponsored by Broadband Genie