We use cookies to provide you with a better experience. If you continue to use this site, we'll assume you're happy with this. Alternatively, click here to find out how to manage these cookies

hide cookie message
80,259 News Articles

46% of broadband complaints remain unresolved

New Ofcom legislation hopes to tackle this

Nearly half (46 percent) of complaints about broadband services remain unresolved, says Broadbandchoices.

Research by the broadband-comparison website revealed that a quarter of Brits admit they can't be bothered to complain if they face issues with their broadband connection.

Of those that didn't complain, 39 percent said it was because they thought raising the problem would be too mush hassle while 34 percent simply didn't think their broadband provider would resolve the issue.

"The number of respondents that told us that their complaint was not resolved successfully improved since our survey last year when over half (54 percent) of complaints were going unresolved, but broadband providers still have work to do if they are to win back customer confidence," said Michael Phillips, product director, at Broadbandchoices.co.uk.

The findings come as Ofcom unveiled legislation for dealing with broadband complaints. From January next year, the watchdog requires communications providers to include information on how disputes are resolved with paper bills. They will also have to write to consumers whose complaints have not been resolved within eight weeks to inform them of their right to take their complaint to a dispute resolution service.

"Broadband customers are clearly disillusioned with their provider's ability to improve their service if they make a complaint. Raising a complaint is never easy, but the stress and hassle will be significantly reduced thanks to the new Ofcom rules," added Phillips.

See also: Brighton complaint over BT fibre cabinets

IDG UK Sites

Windows 10 release date, price, features UK: Staggered release with PCs coming first this summer -...

IDG UK Sites

In defence of BlackBerrys

IDG UK Sites

How to get a job in design

IDG UK Sites

MacBook Pro 15in preview: better battery life, faster storage and a new discrete graphics chip may...