Quarter of broadband users ‘unhappy’ with service

July 3, 2007 – More than a quarter of UK broadband customers are unhappy with their service, according to a survey commissioned by price comparison site uSwitch.

‘Free’ broadband providers, such as Orange and Carphone Warehouse’s TalkTalk came bottom of the poll for customer satisfaction, involving 11,000 internet and 9,000 home phone users.  The survey also found that satisfaction has dropped 10% since March 2006, and the proportion of customers unhappy with their service has exceeded 25% for the first time.  Orange’s customer satisfaction levels have fallen 18% since its launch of ‘free’ broadband over a year ago, while TalkTalk has seen a negligible improvement for its £15mn investment in customer services. 

Chris Frost, a communications expert at uSwitch, commented: “The performance of both companies [Orange and TalkTalk] suggests that ‘free’ does not necessarily ensure happiness, as the customers paying for their broadband appear to be happier than the ones who are not.”  Around 35% of Orange’s broadband customers, or about 400,000, were estimated by uSwitch to be dissatisfied, while 31% of TalkTalk’s customers were also unhappy.  Sky and Virgin both scored 76% satisfaction, while Virgin Media obtained a 55% satisfaction level for customer services, compared to 48% for Sky.  BT unit Plusnet came top of the poll with a 76% satisfaction level, while BT came first for technical support but came in last for value for money.

“This time last year, free broadband was a novelty.  Now it has become a life essential,” Mr. Frost added, citing connection problems and service interruptions as the major culprits for dissatisfaction.  “Major players, including TalkTalk and BT, vowed they would reach the top of the customer-service league this year.  Is it a case of all TalkTalk, no action?”  Tiscali was top of the survey for home phone services, with 87% of its customers satisfied.

To download the report please click here