Nearly 1 in 3 Brits unhappy with broadband customer service header image

Published: 22nd Jun 2016

Close to a third of Brits are unhappy with the customer service delivered by their broadband provider.

This is according to new research carried out by Ofcom, which found 31 per cent of consumers would not rate their service from the UK's major providers as satisfactory. 

The main issues that lead to people contacting the customer service department of their broadband provider are connection speed (19 per cent) and discussing changes to their package or service (12 per cent). 

In terms of the major broadband companies, BT was found to have the lowest satisfaction level at 60 per cent. This was followed by Talk Talk (69 per cent), Sky (75 per cent) and Virgin Media (76 per cent).

Claudio Pollack, Ofcom’s consumer and content group director, said: "When a customer needs to contact their communications provider, it’s important that they find the process as quick and easy as possible. 

"As well as being a useful point of reference for consumers who may be choosing a new service or provider, we hope this research will provide an industry benchmark and act as an incentive for providers to continue aiming for the highest standards of customer service"

Broadband services were found to have a lower level of satisfaction than mobile, with 73 per cent of people happy with the latter.

In September, a survey carried out by Which? found there is widespread dissatisfaction with the UK's major broadband providers. 

The consumer group said these companies - BT, EE, Sky, TalkTalk and Virgin Media - account for nine in ten of the UK's broadband connections, but none were found to have a customer satisfaction level higher than 53 per cent.

BT and EE were revealed to have the lowest number of happy users, with only 49 per cent satisfied respectively.

Unhappy with your broadband service and think it may be time for a change? Switching to satellite could be the answer. Click here to learn more about the service delivered by the team at Avonline.