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Smaller broadband companies are better

March 18, 2015 By: Dr Search Principal Consultant at the Search Clinic Category: Broadband, Customer Service, Dr Search, internet, Search Clinic, Technology Companies, Telecommunications Companies, Uncategorized

Customers of smaller broadband companies are much happier than those of the big three BT, Sky and TalkTalk according to the consumer group, Which?

Smaller broadband companies are betterThe three largest providers received customer satisfaction scores below 50% in a survey.

Smaller broadband companies such as John Lewis Broadband, Plusnet, Utility Warehouse and Zen Internet had customer satisfaction rates over 70%.

Which? is campaigning for greater clarity in the broadband speeds companies are allowed to advertise.

The consumer campaign group says most of the internet service providers in the survey received scores of three stars when people were asked to rate their broadband speed.

TalkTalk customers were least happy, giving their provider two stars for speed.

Which? is campaigning against rules which it says allow providers to advertise broadband speeds that only 10% of their customers actually receive.

Broadband companies should give customers the speed and service that they pay for, the consumer group Which? has said.

A survey carried out on its behalf claimed that 45% of customers suffer slow download speeds. Over half of those customers said they experienced slow speeds frequently or all the time.

Ofcom already has a voluntary code of practice on broadband speeds in place that it says ensures customers are protected.

Providers who have signed up to it must give customers a written estimate of their broadband speed at the start of a contract and must allow them to leave a contract without penalty if they receive speeds significantly below the estimate.

A mystery shopping exercise carried out by Ofcom revealed that the code was working effectively. However, there were areas where it could be improved and a revised code of practice would be published in the coming months.

Which? said in practice it supported the code but it was voluntary, not compulsory and providers needed to go further. Rather than providing an estimated speed range that a customer could expect to receive, providers should pinpoint a more accurate speed that customers can expect at their home address and provide this in writing.

This written confirmation should be accompanied by information explaining what consumers can do at different speeds – what they could download and how long it would take – and how to test their speed, Which? said.

According to the survey of 2,000 people, a quarter of those who had reported a loss in service said they had had to wait two days to get it fixed, with one in 10 waiting a week or more.

Twenty per cent said they had contacted their internet service provider at least three times when trying to resolve a problem with their broadband connection.

Which? is calling for broadband companies to fix connections as quickly as possible and refund customers for any loss of service.

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