Broadband complaints continue to rise
February 1, 2008
With more and more households having broadband installed experts state that the level of complaints relating to this service has soared recently. According to recent figures there has been a massive rise in the number of complaints made about broadband providers and service in 2007 compared to 2006, and this is partly due to the rising number of households taking up broadband.
One Consumer Direct official stated: : “The rise in complaints in 2007 reflects, in part, a growing awareness of the service among the general public as well as an increasing willingness among consumers to complain when they buy unsatisfactory goods or receive poor service. Consumers are finding that by arming themselves with information about their rights, they stand a better chance of resolving problems with shops and traders.”
An industry official said: “The rate at which broadband uptake has increased in recent years means that it’s inevitable that service complaints will also go up. However, the broadband industry has acquired somewhat of a bad name, what with confusing advertising terms such as ‘unlimited downloads’ where fair usage and traffic shaping applies, and the advertising of services at top speeds, which are rarely, if ever attainable.”
He went on to say: “Overall, broadband providers are going to have to work hard in 2008 to improve their image and would do well to follow in the footsteps of ISPs like Madasafish which has won awards for its customer service, and O2 which offers a free, UK-based technical support line and a post-installation line check to ensure that customers are on the correct package.”
In a recent poll of top ten complaints Broadband came in at ninth. Complaints about broadband rose from 9436 in 2006 to 13,546 in 2007, reflecting a rise in complaints of over 40%.
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