Complaints over broadband soared in 2007

Recently released data shows that in 2007 the level of complaints relating to broadband soared

A recent report has revealed that out of a list of top ten complaint types compiled for 2007, the broadband industry came ninth. However, in terms of the level at which complaints rose in 2007 the broadband sector came in at second, with first place being taken by the mobile phone industry in relation to service contracts.

Recent figures show that in 2007 there was a rise of forty three percent in the level of complaints relating to broadband. The report shows that there were 13,536 broadband complaints recorded by Consumer Direct in 2007 compared to 9,436 for 2006.

An official from Consumer Direct stated: “The rise in complaints in 2007 reflects, in part, a growing awareness of the service among the general public as well as an increasing willingness among consumers to complain when they buy unsatisfactory goods or receive poor service. Consumers are finding that by arming themselves with information about their rights, they stand a better chance of resolving problems with shops and traders.”

One broadband industry official said: “The rate at which broadband uptake has increased in recent years means that it’s inevitable that service complaints will also go up. However, the broadband industry has acquired somewhat of a bad name, what with confusing advertising terms such as ‘unlimited downloads’ where fair usage and traffic shaping applies, and the advertising of services at top speeds, which are rarely, if ever attainable.”

He added: “Overall, broadband providers are going to have to work hard in 2008 to improve their image and would do well to follow in the footsteps of ISPs like Madasafish which has won awards for its customer service, and O2 which offers a free, UK-based technical support line and a post-installation line check to ensure that customers are on the correct package.”