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Broadband dissatisfaction rises for third year running

Survey finds 30% are unhappy with download speed

An increasing number of broadband users in Britain are unhappy with their connection speed, a new survey says.

According to an online survey of 8,438 consumers, 30 percent of respondents were dissatisfied with their broadband speed. This had increased from 27 percent in 2009 and 16 percent in 2008.

The survey, carried out by broadband comparison calculator Broadband Choices, also found that 28 percent were planning to change providers in the next six months because they were not happy with the advertised speed versus the actual speed they received from their ISP. This was a 10 percent increase compared with 2009 (17.1 percent).

However, 76 percent of respondents who subscribed to packages offering speeds of 24Mb or more were happy with their connection speed, much higher than the average figure.

Broadband Choices said that this may make the cost premium of superfast services worth the investment in the long term for some consumers.

Michael Phillips, product director at Broadband Choices, said: "The steady increase in speed dissatisfaction is indicative that consumers are taking advantage of access to online content that places more demand on their internet connection.

"If their service consistently falls short of expectations, broadband users should seriously consider their options, including switching to a 24MB-plus package."

At the beginning of March, Ofcom announced that it would be testing fixed-line broadband speeds again.
Last year, the watchdog tested 1,600 different internet connections in the UK and discovered that actual speeds are considerably lower than the 'headline' speeds advertised by most ISPs.

See also:

Broadband advice

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