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March 24, 2014

Which? say Broadband speeds should be guaranteed

Broadband providers are being called to give consumers the broadband speeds and service that they are paying for as a new report from the consumer group “Which?” finds that 3 in 5 people are experiencing problems with their broadband.

In the survey, which was done online between the 8th and 9th January 2014 and interviewed 2012 British adults and found that 45% of people suffered from slow download speeds with 58% of those saying that this is a frequent problem or happening all the time for them.

It is not just broadband speeds which are a bone of contention to consumers, 27% of those who report loss of broadband had to wait two days for this to be resolved and 11% had no internet connections for a week or more.

Which? are wanting the broadband providers to “Give us Broadband Speed Guarantee” which is asking for broadband providers to give customers the broadband speed that they are paying for. Already broadband providers do give estimated broadband speeds and allow customers to leave if the speed they receive is significantly slower than the estimate they were given when they signed up, this is a voluntary code of practice that was set up by communications regulator Ofcom.

What Which? have a problem with is that the code of practice is voluntary rather than compulsory, they also believe that broadband providers should give more specific estimated broadband speeds for specific properties rather than just an estimate for the area.

The Executive Director of Which?, Richard Lloyd, said:

The internet is an essential part of modern life, yet millions of us are getting frustratingly slow speeds and having to wait days to get reconnected when things go wrong.

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.

Which? have set up a petition at which.co.uk/bbspeed for people to sign if they agree with their campaign.

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August 24, 2009

Zen Internet top customer broadband satisfation charts with Which?

Zen Internet has topped the charts as the best broadband provider from a survey of Which? members.

Zen scored 5 out of 5 for speed, reliability and service. Zen managed 3 out of 5 for value for money with prices being around £17.61 per month making it one of the more expensive options.

zen broadband Zen Internet top customer broadband satisfation charts with Which?Overall it topped the charts with 87%. Close behind were O2 (85%), Utility Warehouse (81%) and BE Broadband (80%) who all scored above 80%.
However, BT, TalkTalk, Tiscali and Virgin Media all scored less than 60%, being as these are the big 4 broadband providers in the UK it does go to show that perhaps sometimes paying slightly more with a smaller company can yield better customer satisfaction. Zen are obviously building their business around the customer satisfaction stakes which can go a long way to keeping customers with them.

The 5 companies that faired the worst were AOL (31%), Karoo (38%), Pipex (36%), Orange (32%) and Tiscali (39%) that scored and showed that customers lacked the satisfaction with the service they received from these broadband providers.

The full Which report on the board can be viewed here.

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