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
80,258 News Articles

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.


IDG UK Sites

Samsung Galaxy S6 release date, features and specs rumours: When will the Galaxy S6 come out?

IDG UK Sites

Why people aren't upgrading to iOS 8: new features are for power users, not the average Joe

IDG UK Sites

Free rocket & space sounds: NASA launches archive of interstellar audio on SoundCloud

IDG UK Sites

iPad Air 2 review: Insanely fast and alarmingly thin. Speed tests, camera tests, beautiful...