Feeds

Britain's broadband punters more pissed off than last year

Fings ain't what they used to be

Beginner's guide to SSL certificates

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. ®

Intelligent flash storage arrays

More from The Register

next story
Crouching tiger, FAST ASLEEP dragon: Smugglers can't shift iPhone 6s
China's grey market reports 'sluggish' sales of Apple mobe
Sea-Me-We 5 construction starts
New sub cable to go live 2016
EE coughs to BROKEN data usage metrics BLUNDER that short-changes customers
Carrier apologises for 'inflated' measurements cockup
Comcast: Help, help, FCC. Netflix and pals are EXTORTIONISTS
The others guys are being mean so therefore ... monopoly all good, yeah?
Surprise: if you work from home you need the Internet
Buffer-rage sends Aussies out to experience road rage
EE buys 58 Phones 4u stores for £2.5m after picking over carcass
Operator says it will safeguard 359 jobs, plans lick of paint
MOST iPhone strokers SPURN iOS 8: iOS 7 'un-updatening' in 5...4...
Guess they don't like our battery-draining update?
prev story

Whitepapers

A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
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?
Beginner's guide to SSL certificates
De-mystify the technology involved and give you the information you need to make the best decision when considering your online security options.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.