Published: 14th May 2013
The UK's leading internet service providers (ISPs) should make contact details for their support services easier to find, a new report has claimed.
A study by website ISPreview has analysed ten British ISPs' support services after discovering that some companies make even simple information, such as customer support telephone numbers and email addresses, difficult to locate.
Each ISP was given a score depending on how accessible their support contact details were.
The best performing provider was Zen Internet, which offered seven forms of contact service - an online forum, Twitter, live chat, Facebook, phone number, email and postal address - all of which were quick and easy to find. Many of these could be located simply by clicking a 'Contact Us' or 'Help' link.
Other ISPs that scored highly were EE and TalkTalk. However, a number of providers failed to offer a similar service.
Virgin Media came bottom of the list, with a viable postal contact for its customer support department proving very difficult to locate. Its Twitter, Facebook and live chat services were also hard to find.
O2, Sky and BT appeared in the bottom half of the rankings. BT's postal contact details proved difficult to locate and the same was true of O2. Sky's traditional contact information was easily available, but new media such as Facebook, Twitter and live chat was harder to find.
ISPreview claimed that the biggest frustration it found was a tendency by some providers to force customers into a "vicious cycle of page clicking, where attempts to find a workable contact would often lead you right back to where you started or simply offer nowhere else to go".
"Perhaps some providers would rather save money on staff by having you give up before getting to the right place," the website stated.
ISPreview regularly canvasses public opinion on broadband issues and recently carried out a survey that found less than half of customers would recommend their ISP.
Posted by Craig Roberts
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