Feeds

Britain's broadband punters more pissed off than last year

Fings ain't what they used to be

Business security measures using SSL

Broadband customers, who tend to be a bit Victor Meldrew at the best of times, are getting unhappier with the service they receive from internet service providers.

Research company Point Topic found that the number of customers who said they were "very" or "fairly" dissatisfied with after sales support more than doubled from seven per cent last year to 18.3 per cent this year.

And there are less happy punters around too - in February last year 92 per cent of customers were "very" or "fairly" satisfied with service overall, but this fell to 77 per cent this year.

Point Topic chief consultant Tim Johnson told us: "We were surprised by the sharp change in the numbers. But a deeper analysis shows that customers on unbundled lines are less content according to every measure.

"The big switch to unbundled lines both by existing players and by the likes of Sky and TalkTalk looking to offer so-called "free" broadband has turned thousands of orders into unhappy customers."

The survey found one in four customers willing to switch providers and predicts churn will be the big factor of 2007 - especially with Ofcom's moves to make MAC numbers more easily available and consumers increasingly understanding how the process works.

Johnson predicts that the rate of change to unbundled lines is probably peaking now so hopefully things will be better, and customers happier, next year.

More from Point Topic here. ®

Security and trust: The backbone of doing business over the internet

More from The Register

next story
Brit telcos warn Scots that voting Yes could lead to HEFTY bills
BT and Co: Independence vote likely to mean 'increased costs'
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
New 'Cosmos' browser surfs the net by TXT alone
No data plan? No WiFi? No worries ... except sluggish download speed
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
Google+ GOING, GOING ... ? Newbie Gmailers no longer forced into mandatory ID slurp
Mountain View distances itself from lame 'network thingy'
ISPs' post-net-neutrality world is built on 'bribes' says Tim Berners-Lee
Father of the worldwide web is extremely peeved over pay-per-packet-type plans
Vodafone to buy 140 Phones 4u stores from stricken retailer
887 jobs 'preserved' in the process, says administrator PwC
Bonking with Apple has POUNDED mobe operators' wallets
... into submission. Weve squeals, ditches payment plans
Drag queens: Oh, don't be so bitchy, Facebook! Let us use our stage names
Handbags at dawn over free content ad network's ID policy
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
The next step in data security
With recent increased privacy concerns and computers becoming more powerful, the chance of hackers being able to crack smaller-sized RSA keys increases.