Complaints About Broadband Companies Drop - Except for Speed Claims

LONDON - Complaints from customers about their broadband supplier have dropped across the board - except for complaints about internet speed.

The leading independent broadband comparison site www.broadbandsuppliers.co.uk has analysed figures from suppliers over the last 12 months.

And it has discovered: - Complaints about poor customer service: Down 13 per cent - Complaints about overseas call centres: Down 34 per cent - Complaints about adverts for “unlimited” broadband: Down 23 per cent - But complaints about adverts for advertised “up to” speeds have gone UP by 9 per cent

Nadeem Azam is the marketing manager of www.broadbandsuppliers.co.uk.

He said: “In general we think complaints are down because of two reasons. Firstly, the broadband suppliers have upped their game.

“They are educating consumers more than ever before and taking steps to address problems with customer service and call centres. Overseas call centres in particular are generally getting better with their communication.

“On top of this customers are adapting to the way broadband suppliers do business. They have learned, for example, that the phrase “unlimited broadband” doesn’t really mean unlimited for a small number of very heavy users.

“But it seems that the thing that still makes people angry is seeing high broadband speeds advertised, and not actually getting that speed when they sign up.

“Advertised speeds are always labelled as “up to” 10Mb, or 20Mb. Many factors determine the actual speed available in each area, such as the distance of your home from the phone exchange.”

Nadeem added: “The broadband companies need to strike a better balance between promising a fast connection to hook customers in, and painting a more realistic picture of the actual speed they will get.”

www.broadbandsuppliers.co.uk is part of a independent network of 200 comparison and cashback sites with 750,000 members who buy from 2,000 mainstream retailers and businesses.

That means it is able to monitor and analyse UK internet spending habits and trends in a way no other business can.

www.broadbandsuppliers.co.uk is operated by V A C Media, the biggest operator of customer loyalty websites in the UK. Notes to Editors

For any further information or interviews please contact Zoe Coll on +44(0)8452-303049 or email press@vacmedia.com

You can also visit www.vacmedia.com

Source: V A C Media

For any further information or interviews please contact Zoe Coll on +44(0)8452-303049 or email press at vacmedia.com