Over 40 per cent of people in the UK who have a broadband connection are unhappy with their service, according to a uSwitch survey.
More than 12,000 people were surveyed by the price comparison website, but one of those that came off poorly in the survey, BT, was quick to point out that price comparison site uSwitch has a vested interest in encouraging people to seek alternative suppliers.
The survey suggested that, although 60 per cent had broadband, it seems that satisfaction is still lacking with the industry's wares.
AOL, Orange and BT
The three companies that came out worse in the survey were AOL, Orange and BT – which hold a combined total of half of the market.
Which may explain why 42 per cent of those polled said they were not happy with the service they were receiving.
Steve Weller, of uSwitch.com, said: "It seems that some of the more established broadband companies are slowing down with age and have lost sight of what customers want - speed and reliability, backed up by efficient customer support should things go wrong.
"Broadband has become such a vital part of people's lives that, despite the tough economic climate, consumers are willing to pay for a fast-speed, reliable connection and good old-fashioned customer service."
BT calls foul
However, a spokesman for BT was quick to hit back at the results saying: "Only last week, BT and Sky were voted joint top for customer service in another broadband survey for Broadband Genie.
"BT is the country's leading internet service provider and was voted one of the UK's most trusted brands this week in a survey of customers for Reader's Digest.
"USwitch, which is not accredited by Ofcom as a switching site, makes commissions from customers who switch suppliers and it is in their interests to target criticism at companies with the largest customer bases."
Via PA
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left4dead
March 27th 2009
2. BT top for customer service? They are a benchmark for the most abysmal customer service. I'm changing supplier soon. Until then I dread calling them. I had a problem with the connection dropping and had to constantly reboot the router to re-establish it.First of all I had to negotiate a labyrinth of electronic menus before eventually speaking to someone. They told me to reboot the router and all would be fine. The gobsmaking, breathtaking irony of this was oblivious to her. After I spoke to about another 5 people I then got some clown who was certain it was my IE cache that was causing the problem. The fact that I never use IE didn't make him pause for even a second. Result? more time wasted one more angry disatisfied customer, soon to be ex customer, and negative comments on the net about their appalling service. BT management are deluded if they think they provide good customer service.
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lawrenceoconnor
March 27th 2009
1. after over three years as a victim of BT's business broadband 'service' I switched to a Virgin domestic package and have not looked-back. The the cost & quality of service (both technically and in terms of processes) is far superior to that I experienced with BT's over-priced & under-delivered business package.
Almost ironically, Virgin's budget home broadband package has helped my business far more than the expensive business options from BT.
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