Feeds

BT, NTL and AOL slammed in broadband survey

Feathers well and truly ruffled

Top 5 reasons to deploy VMware with Tegile

Three of the UK's leading broadband providers have been slammed for being pants, according to research carried out by price comparison website uSwitch.com.

Its survey of 16,000 grown-ups by pollsters YouGov found that BT, NTL and AOL - who between them account for half of all broadband subscribers in the UK - came bottom in seven out of nine categories between them.

In particular, the research found that four in ten BT customers believe the telco doesn't provide value, while a quarter of AOL customers are unhappy with the quality of their connection.

And when it comes to overall customer satisfaction, NTL came bottom of the pile, closely followed by BT.

The top performing ISP was Sheffield based ISP PlusNet.

uSwitch.com broadband product manager Chris Williams said: "It is encouraging to see that the overall level of customer satisfaction is so high across the market.

"Less encouraging is that once again, as with the results of our Home Phone Survey, it is the companies with the largest numbers of customers which are failing to meet their customers' expectations."

But the survey from uSwitch - which makes its money by consumers switching providers - has been roasted by BT which has questioned the role of uSwitch.

BT Retail chief operating officer John Petter said: "It's hard to believe u-Switch's impartiality when they continue to make millions from undisclosed commissions paid to them by our rivals. We're calling on uSwitch to reveal to customers who gets paid what in this multi-million-money-go-round."

Petter went on: "A leading customer service research group, Epitiro, this week put BT top of the class for broadband service while other surveys put us top or thereabouts. Different surveys give different findings but the best measure is perhaps that more customers are with BT for DSL broadband services than anyone else."

A spokesman for AOL UK said that while it would review the details of the uSwitch survey, it was "genuinely mystified as its findings differ significantly to the research we conduct on a regular basis".

He went on: "We are unsure of the methodology used and specifically whether the results have been appropriately weighted to reflect the differing size of customer bases, as this could affect the final figures.

"Research of 4,000 households, tracked quarterly by Ipsos MORI, shows AOL customers are consistently more satisfied with AOL customer service than customers of other ISPs are of their service providers," he said.

NTL Telewest director of internet Chad Raube said: "Consumers have voted with their feet and we are the largest provider of broadband services in Britain." ®

Choosing a cloud hosting partner with confidence

More from The Register

next story
Of COURSE Stephen Elop's to blame for Nokia woes, says author
'Google did have some unique propositions for Nokia'
FCC, Google cast eye over millimetre wireless
The smaller the wave, the bigger 5G's chances of success
It's even GRIMMER up North after MEGA SKY BROADBAND OUTAGE
By 'eck! Eccles cake production thrown into jeopardy
Mobile coverage on trains really is pants
You thought it was just *insert your provider here*, but now we have numbers
Don't mess with Texas ('cos it's getting Google Fiber and you're not)
A bit late, but company says 1Gbps Austin network almost ready to compete with AT&T
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.
Three 1TB solid state scorchers up for grabs
Big SSDs can be expensive but think big and think free because you could be the lucky winner of one of three 1TB Samsung SSD 840 EVO drives that we’re giving away worth over £300 apiece.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.