Broadband customers put on hold

A survey looking at UK broadband services has revealed a downturn in customer satisfaction levels. Customer complaints now outnumber service-related enquiries by 52% to 48%, the study by market research firm JD Power found. According to the survey, people wait an average of 17 minutes to get technical help from their broadband provider. Ratings for performance and reliability of broadband services were also down on last year's figures.

The survey, now in its third year, looked at eight of the UK's leading broadband providers and examined them on seven factors including performance, reliability, customer service and technical support. Tiscali came out on top, scoring 668 out of a possible 1,000, with BT coming in last place with 626. Average satisfaction levels, judged largely on reliability of service, have fallen by nine points to an average of 645.

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14 Comments

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I did notice since AOL now CPW, when they had a freephone number waiting time was not that long.

Now they have a national rate number the time has increased, however I use a direct number to their offices in The Republic, so it's not as much.

I do feel sorrow for those that have i.s.p.'s that charge premium rate for 50p to £1.50 per minute for technical support.

I wonder if they refund when they find out it's their fault and not the customers!

I never see my ISP (Freedom2Surf) is these lists - But I would rate it VERY high. I've only ever been put on hold once when trying to contact customer services, and that was only for about 3-4 mins, every other time I get straight through. You also speak to English people too.

I've just changing my landline to Freedom2Talk, and get 500mins free a month, more than enough for me, especially since it was free.
I also found out a few weeks ago that F2S give you 20Gb free Usenet bandwidth a month. For free, you can't complain.

Ferret !

It might be a good ISP, but the prices are double what others are, so people are just going to go for the best price.

Can you people not read a bloody table? It's not in any kind of order for the ISP's, it lists their rank out of 1000 beside it!

So Tiscalli IS one of the worst, being voted at 668 out of 1000.

Kushan said,
Can you people not read a bloody table? It's not in any kind of order for the ISP's, it lists their rank out of 1000 beside it!

So Tiscalli IS one of the worst, being voted at 668 out of 1000.

WOW dude.. can YOU not read???????

"Tiscali came out on top, scoring 668 out of a possible 1,000"

It's a points system, numbnuts.

If there were a survey for which broadband company had the best customer support, I'd put Virgin Media right down to the bottom of the list. The reason being that during the evening, you're transferred to India, and over there, they advise you to do everything that you've already done to try and fix your connection. Bloody idiots.

Sadly, I've experienced this myself. My broadband just cut off completely. I tried every method, and they didn't work, but for some odd reason, I did a System Restore, and it came back! The only thing I uninstalled before the incident was Steam. It must have a built-in disconnect system if you take it off your PC. :P

What the heck? Every single one of them on that list are possibly some of the worst ISPs in the UK.

Where is Be*? They have some of the best customers support and provide you with top speed that you can get without throttling you!

MightyJordan said,
Nice, I'm part of the 2nd best broadband company in the UK. That has to be a typo with Tiscali at the top.

Nah, just a bullsh*t survey financed by the industry itself.

Tiscali came out top?

Something is definately wrong here... Tiscali are well known and widely regarded as one of (if not "the" ) worst providers in Britain. Personally speaking all credibility for this "survey" just flew out of the window.

The Walker said,
Tiscali came out top?

Something is definately wrong here... Tiscali are well known and widely regarded as one of (if not "the" ) worst providers in Britain. Personally speaking all credibility for this "survey" just flew out of the window.

My thoughts exactly. I've heard bugger all good news from Tiscali. They only thing they have is some of the stupidest ads for a broadband company ever. Then again, it can't be worse than Pipex, who have David Hasslehoff as their spokesperson...