Broadband Reliability Most Important Factor

According to a report on the TimesOnline website, broadband reliability is the number one concern of broadband consumers. A poll carried out by a comparison site found that 34% of internet users felt that reliability was the most important factor – ahead of both value for money (23%) and, more surprisingly, download speed (29%)

Despite regarding reliability as the most important factor over 70% of consumers felt let down by download speeds that did not meet their expectations – or indeed what their broadband provider had been using as a guideline speed.

More worryingly still is the fact that 35% of consumers said that their number one complaint was poor customer service from their broadband provider – this is backed up by the 55% of consumers who filed complaints indicating that they had not reached a satisfactory conclusion with their provider.

I am sure all will agree that this is unacceptable behaviour and that Ofcom must put in place some form of regulation regarding which figures a broadband provider can use in their marketing materials e.g. download speeds, the use of the term “Unlimited” and so on.