Broadband users frustrated by poor customer service

Poor customer service is still a problem for many UK broadband users

Most UK internet users are generally satisfied with the broadband service they receive, but poor customer service is still a problem, according to new research.

The latest analysis from Point Topic's Broadband User Service reports that an "impressive" 91 per cent of users are happy with the quality and reliability of their service.

Some 82 per cent are satisfied with download times, but a quarter of all internet households are "irritated and frustrated" with their ISP's support services.

"Support is the one key issue that makes customers unhappy," said Tim Johnson, chief executive at Point Topic.

"Sales messages are mostly about speed and price, but the offerings are all becoming much the same. Big new entrants are trying to grab customers quickly, and finding it hard to keep up with delivery and support.

"So service is starting to move up the scale of customer concerns very quickly. It could soon be one of the biggest factors in choosing an ISP."

Satisfaction rates rarely drop below 80 per cent on all main service aspects, according to the report, but the picture varies considerably between individual ISPs.

Telewest got the lowest rating on value for money among the major ISPs, while Wanadoo (now part of Orange) and Tiscali customers were the most likely to be dissatisfied with their bills and product pricing.

AOL and Wanadoo customers were the most disappointed by download speeds.

Broadband households are generally more satisfied with their internet service than their counterparts on dial-up connections. In particular, 52 per cent are 'very satisfied' with download times against only 32 per cent of those on dial-up.