Technical problems prompt a rise in customer dissatisfaction

Broadband users unhappy because of technical failures

Survey finds growing customer dissatisfaction with free broadband services

Written by Lara Williams

Computing, 03 Jul 2007

A quarter of broadband customers are unhappy with their service provider, according to a new survey.

A study of 11,000 internet and 9,000 home phone users, conducted by YouGov on behalf of price comparison site uSwitch, found satisfaction has dropped by 10 per cent since March 2006.

The survey found free broadband providers Orange and the Carphone Warehouse’s Talk Talk were rated amongst the worst in terms of customer satisfaction.

uSwitch communications expert Chris Frost says unlike the previous year’s survey, which found providers overwhelmed with demand, this year's study found the problems are largely technical.

‘New advances in broadband technology appear to be having an adverse effect, with connection problems and service interruptions occurring all too frequently,’ said Frost.