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UK broadband ISPs will 'pay for neglect'

Talk Talk and Sky slammed in report

Broadband research company, Point Topic’s latest survey shows an increase in the number of UK consumers who are dissatisfied with the internet service they receive.

The company's last survey, in February 2006, showed 92 percent of respondents were very or fairly satisfied with their internet service. However a survey conducted in December 2006 showed this had reduced to 77 percent. Two companies were the main focus for dissatisfaction - 17 percent of TalkTalk customers and 14 percent of Sky customers said they were very or fairly unhappy with their broadband supplier.

Participants of the survey answered questions in a variety of categories including speed of service, billing clarity and value for money. The most significant area of discontent was after-sales support, with the amount of users reporting being very or fairly dissatisfied rising from 7 percent to 18.3 percent between February and December last year.

Research director at Point Topic, Dr Katja Mueller, said that the results suggest ISPs are focusing on “the rush to gain market share in a rapidly consolidating market at the expense of customer service” and may “pay dearly for this neglect”.

The report predicts that a significant impact will be seen on the broadband market due to Ofcom's introduction of 'General Condition 22' on 14 February, which makes it easier for customers to swap ISPs. It’s now compulsory for ADSL broadband providers to issue their customers with a MAC code if they want to change.


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