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January 11, 2011

One-third UK broadband users seek ISP change in 2011

Users cite poor speed and lack of customer support as reasons

By CBR Staff Writer

Nearly 45% of UK consumers are unhappy with their current Internet Service Provider (ISP), with almost one-third (31.3%) planning to change their service provider this year.

The results of the monthly survey conducted on 491 respondents by review site ISPreview revealed that the majority were unhappy with the speed and support quality their broadband connection offered.

About 35.8% rated their provider’s internet connection performance as "poor" and 26% said the same about the ISP’s customer support.

The ISP review site said it was disappointing to see that consumer satisfaction with mainstream ISPs is still extremely low.

"Clearly ISPs need to work a lot harder to keep customers happy. The situation should improve, at least a bit, as faster superfast broadband services become more widely available between now and 2015," the company said.

The company also warned that broadband speeds as well the ads talking about ‘unlimited’ usage deals is set to face tighter regulation this year.

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ISPs must be ready to adapt new laws such as the Digital Economy Act resulting in some prices to shoot up this year, according to the company.

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