It has been estimated that broadband customers are paying nearly £6 million per year calling broadband support help lines.
The survey was done by uSwitch and survey 12,000 broadband customers. It found that on average the average support calls lasted 17 minutes with 6 minutes of that being spent on hold waiting to be dealt with.
O2 Broadband customers wait on average 2 minutes on hold while TalkTalk customers wait a staggeringly long 12 minutes on average before they get to speak to support.
More interesting statistics from these support calls are that the support lines charge between 0p up to £1.75 per call and broadband problems needing around 2 telephone calls to get the problem sorted with only 41% of the broadband problems been sorted first time.
Customers of Orange and Tiscali are the least satisfied with the technical support that they receive.
The main reasons for broadband technical support calls are:
- Network connection problems (37%)
- Service interruptions (18%)
- Wireless router problems (17%)
- Set-up problems (8%)
- Issues with speed (6%)
- Other/don’t know (14%)