Feeds

ISPs failing 13m Brits on broadband speed, claims consumer group

Which? finds poor customer service and plodding networks

Boost IT visibility and business value

Fast and reliable broadband connections remain a distant dream for far too many Brits, researchers at a consumer group claimed on Friday.

It's estimated by Which? that around 13 million households across Blighty are saddled with slow access to the country's networks.

The issue was compounded by poor service, the outfit added.

Researchers at Populus, which was commissioned by the company to carry out the study, found that - of the 2,012 British adults it quizzed earlier this year - around a quarter (27 per cent) of them complained of having to wait two days to have their internet connections fixed.

One in 10 subscribers said that they had waited for at least a week for telcos to reconnect them to their broadband service.

Which? said:

We also found three in 10 (31 per cent) who contacted their provider with a problem said they did not get a resolution at all, a quarter of those who did get a resolution (25 per cent) were dissatisfied with how long it took, and one in five (20 per cent) said they contacted their ISP three times or more to resolve a problem.

The consumer rights' campaigner said that ISPs should provide customers with a guaranteed broadband speed and stick to that promise so that customers get the service they have paid for. Brits are being nudged by the group to support its gripes by signing a petition.

So far, at time of writing, it has just 151 signatures.

"It’s less superfast broadband, more super slow service from companies who are expecting people to pay for speeds they may never get. Broadband providers need to give customers the right information and take responsibility for resolving problems," said Which? exec director Richard Lloyd.

BT's copper wiring infrastructure, which the one-time national telecoms giant continues to widely use to link customers to its fibre network, was blamed for the sluggishness experienced by many subscribers throughout the UK by one of its rivals, Hyperoptic, which bills itself as a super speedy broadband provider.

The company's chairman, Boris Ivanovic, said:

[I]f a consumer gets their broadband through a twisted pair telephone line, speeds will always be subject to distance attenuation and interference.

Even FTTC [fibre-to-the-cabinet] is not a true fibre connection and is still delivered through old telephone lines, which are still subject to same physical limitations. Consumers still experience unstable speeds, slower service during peak times, and discrepancies between upload and download speeds.

®

Secure remote control for conventional and virtual desktops

More from The Register

next story
Déjà vu: Virgin Media jacks up broadband prices
Screw copper phone lines, we're UNIQUE, bleats telco
NBN Co claims 96 mbps download speeds for FTTN trial
Umina trial also delivers 30 mbps uploads, but exact rig used not revealed
UK fuzz want PINCODES on ALL mobile phones
Met Police calls for mandatory passwords on all new mobes
Netflix swallows yet another bitter pill, inks peering deal with TWC
Net neutrality crusader once again pays up for priority access
New Sprint CEO says he will lower axe on staff – but prices come first
'Very disruptive' new rates to be revealed next week
EE: STILL Blighty's best mobe network, says 'Frappucino' Moore
Fresh round of network stats fisticuffs possibly on the cards here
US TV stations bowl sueball directly at FCC's spectrum mega-sale
Broadcasters upset about coverage and cost as they shift up and down the dials
ROAD TRIP! An FCC road trip – Leahy demands net neutrality debate across US
You crashed watchdog's site, now time to crash its ears
Google's so smart it's discovered SHARKS HAVE TEETH
Congratulations, world media, for rediscovering submarine cable armour
prev story

Whitepapers

Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
7 Elements of Radically Simple OS Migration
Avoid the typical headaches of OS migration during your next project by learning about 7 elements of radically simple OS migration.
BYOD's dark side: Data protection
An endpoint data protection solution that adds value to the user and the organization so it can protect itself from data loss as well as leverage corporate data.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
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?