Slow broadband scamming customers

Slow broadband scamming customers

Broadband companies need to give customers the speed they are promised rather than the slow connections many are currently experiencing, the consumer group Which? has said.

A survey by the company found that just under two thirds (63 per cent) of consumers have experienced problems with their broadband while 45 per cent said that they suffer from slow connection speeds. This has led to Which? calling on providers to actually give their customers “the speed and service they pay for”.

The results of the study revealed that many customers – whether individuals or businesses – are paying for speeds that are far lower than those advertised to them. Furthermore, of the 45 per cent that said they suffer from slow speeds, 58 per cent stated it was a frequent or constant problem.

Over one third of users (36 per cent) said they had intermittent drop outs with their connection while 15 per cent revealed that there have been times when they have had no broadband connection at all.

The consumer group’s survey also found that there were problems with customer service; 27 per cent had to wait two or more days after reporting a loss of service to have it fixed, with one in 10 having to wait more than a week. Moreover, 31 per cent of people who contacted their broadband provider did not get a resolution at all while 20 per cent said they had to contact their broadband company three times or more to have the issue resolved.

Which? is now campaigning so that the end-user has greater power if their provider does not meet promised broadband speeds, including the ability to leave contracts early with no extra cost.

The company's executive director 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.”

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