‘More than half of UK broadband customers’ hit by connection problems

Greater than half of UK broadband prospects have skilled issues with their connections, in accordance with a report that claims telecoms suppliers are including “insult to harm” after forcing inflation-busting worth rises on to their prospects.

Most of the UK’s cell and telecoms corporations have been accused of “greedflation” for pushing by mid-contract worth will increase of as much as 17.3%.

A report by client champion Which? discovered that 53% of broadband prospects skilled issues with their connection – from gradual speeds, outages and connection dropouts – within the 12 months to January 2023.

Of the UK’s greatest suppliers, Sky, Virgin Media and EE have been discovered to be the worst offenders, with 68%, 65% and 63% of their respective prospects who have been surveyed reporting issues with their connections.

BT fared one of the best among the many UK’s greatest telecoms suppliers, though a majority of its prospects who have been quizzed – 51% – nonetheless stated they’d skilled a broadband efficiency downside within the final 12 months.

Even amongst smaller operators corresponding to Hyperoptic, Shell Vitality and Utility Warehouse, which tended to fare higher within the survey, not less than 40% of consumers stated they’d skilled not less than one downside.

“It’s fully unacceptable that prospects who’ve confronted these eye-watering will increase are additionally experiencing so many issues with their connection,” stated Rocio Concha, the director of coverage and advocacy at Which?. “Earlier this 12 months, many broadband shoppers have been hit with mid-contract worth hikes of greater than 14%, that means it’s extra vital than ever that their supplier presents a dependable connection and good customer support.”

The Which? survey of virtually 4,000 broadband prospects additionally discovered that 44% had additionally skilled a customer support downside.

In Might, the telecoms regulator Ofcom launched its annual customer support report, which discovered that prospects felt that decision ready occasions, getting by to the appropriate particular person rapidly and coping with a grievance first time have been all components that telecoms corporations may enhance.

Final week the federal government met Ofcom to debate how the telecoms trade may ease the monetary strain on shoppers fighting the price of residing disaster.

Potential actions raised included higher promotion, and a bigger vary, of cheaper social tariffs for probably the most susceptible and financially strapped prospects.

In February, Ofcom launched an investigation into the widespread trade observe of utilizing mechanisms to yearly improve buyer payments by inflation, normally measured by both the patron costs index or the retail costs index, plus an additional improve on high of between 3.4% and three.9%.

“Whereas some prospects could possibly change away to a greater service and costs, many are trapped in contracts the place they both have to just accept above-inflation worth hikes [each] spring or pay exorbitant exit charges to go away their contracts early,” Concha stated. “It’s completely essential that Ofcom’s assessment of inflation-linked mid-contract hikes leads to adjustments that guarantee prospects are by no means trapped on this scenario once more.”

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