Topic: Broadband speed tops complaint poll

[Clive]

The most common causes for dissatisfaction with broadband connections are speed and customer service, according to a study.

Broadband Genie, a broadband-comparison website, found that low or inconsistent speed was the most common complaint customers had with their ISPs.

This was followed by dissatisfaction with customer service, the poll of 100 broadband customers found.

A recent survey by industry watchdog Ofcom also found that for the majority of broadband subscribers speed was the biggest source of customer dissatisfaction, followed by unreliability of connection and cost.

However, customer service did not feature in Ofcom's top three complaints.

Broadband Genie editor Chris Marling said he was surprised that customer service complaints didn't feature higher up in Ofcom's findings.

"Whether a customer is dissatisfied with an ISP's connection speed, reliability or perceived value for money, a skilled customer service representative can calm the situation and often resolve - or at least adequately explain - a situation," Marling said.

Marling predicted that customer service will become a key battleground among ISPs looking to hold on to customers as speeds increase and as the UK reaches fixed-line broadband saturation.


www.broadbandgenie.co.uk
www.ofcom.org.uk

[Simon]

I expect they failed to mention that a lot of speed issues are down to BT's outdated and congested networks.