“More than half’ face-broadband-problems


A fifth of British households have experienced slow broadband speeds in the last year, according to the.

A similar number have a connection had dropouts and router problems, the consumer rights, the group added.

It surveyed more than 1,900 customers from 12 providers, and more than half reported problems with their broadband Internet service or the price.

The said providers have to go “a long way” to the expectations of the customers.

The survey looked at the biggest providers, including BT, Sky, TalkTalk, Virgin Media and Zen Internet. Together, they serve about 90% of UK broadband customers.

Superfast broadband: Rural residents ‘let down’
To get three million homes you ultra-fast broadband

It TalkTalk said customers were the most experience is likely to be very slow “speeds”, with 31% of them reporting problems over the last 12 months.

They were followed by BT users, 23% of them had problems. Sky came next, with 22% of their customers complained.

When it comes to connection dropouts, SSE is the worst performer was affected, with almost a quarter of its customers.


And Virgin Media said customers most often face router problems, and with the left, no internet “for hours or even days at a time”. Complaints

Overall, Virgin Media customers have reported feeling the most dissatisfied with their service, although their top complaint was about the recent price increases of 47% and an increase in the reporting of last year.

Price was also a report, the top complaint about BT, with 30% of the customers about an increase.

A Virgin Media spokesman said: “We will do what we can to keep the balance our prices competitive while investing to meet customers’ ever-growing appetite for faster broadband and better content.”

It comes despite new measures from Ofcom, an automatic compensation for slow repairs, missed appointments and delayed installations.

Alex Neill, The managing Director of home products and services, said: “It is clear that many households are still suffering today mind band and our research shows significant broad that providers a long way to go before they meet the expectations of their customers.

“Customers suffering from poor broadband service, welcome the new measures for automatic compensation, however, the provider should do more to stop these problems happening in the first place.”

Digital-minister Margot James said: “broadband has become a modern necessity, and we all know how frustrating it is, when it works

“We have introduced a number of measures of Ofcom to protect consumers, including compensation, if your service falls short, and make it easier for customers to change providers, if you get what you paid for and are entitled to.”