Original URL: http://www.theregister.co.uk/2007/02/28/broadband_punters_unhappy/

Britain's broadband punters more pissed off than last year

Fings ain't what they used to be

By John Oates

Posted in Broadband, 28th February 2007 15:53 GMT

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. ®