More than half of broadband users continue to face problems – despite above-inflation price rises | UK News

Greater than half of broadband clients within the UK proceed to expertise issues with their service, a survey has discovered, regardless of suppliers elevating costs by greater than the speed of inflation.

The findings are a part of the most recent “broadband satisfaction survey” from shopper group Which?, which discovered that 53% of these requested had connection points within the 12 months to January 2022, with the most typical criticism being connections dropping out and “very” gradual shopping speeds.

All suppliers had “persistent” points, with solely slim margins between one of the best and worst performing for buyer expertise.

Which? additionally discovered the size of the problems added “insult to damage”, given many purchasers noticed their payments enhance by greater than 14% after suppliers determined to lift costs by greater than the speed of inflation.

Suppliers put costs up by a median of 14% in January, whereas that month’s Client Value Index (CPI) and Retail Value Index (RPI), which have been 10.5% and 13.4% respectively.

Of the most important suppliers within the UK, Sky (the proprietor of Sky Information), Virgin Media and EE had the bottom proportion of shoppers who had not skilled any points, at 32%, 35% and 37%.

On the different finish of the size was BT, with 49% of its clients not reporting any issues.

Greater than half of shoppers with Shell Vitality, Hyperoptic and Utility Warehouse didn’t report any points within the final 12 months.

The most typical downside reported was connection dropouts, which have been skilled by 19% of those that had points, whereas 17% suffered gradual speeds and 15% complained about poor add and obtain charges.

Some 14% mentioned they’d no connection for a minimum of half-hour, whereas 12% skilled gradual or disrupted music streaming.

Eight % of those that reported points mentioned they have been left with out web for greater than a day.

Rocio Concha, Which? director of coverage and advocacy, mentioned: “A dependable connection is important to fashionable life. Earlier this 12 months, many broadband shoppers have been hit with mid-contract value hikes of greater than 14% – which means that it is extra necessary than ever that their supplier gives a dependable connection and good customer support.

“It is utterly unacceptable that clients who’ve confronted these eye-watering will increase are additionally experiencing so many issues with their connection. Broadband corporations must work tougher to resolve these points and supply a greater service.

“Whereas some clients are capable of change away to higher service and costs, many are trapped in contracts the place they both have to just accept above inflation value hikes within the spring or pay exorbitant exit charges to go away the contract early.”

A Sky spokeswoman mentioned: “We’re dedicated to offering one of the best service to our clients.

“We don’t imagine it is a consultant survey – Ofcom’s quarterly complaints knowledge exhibits we’re constantly one of many least complained about broadband suppliers and, in Ofcom’s newest report, we acquired the fewest complaints out of all broadband suppliers.”

A Virgin Media spokesman mentioned: “Whereas these findings are solely taken from a small pattern of shoppers, the most recent, fuller knowledge from Ofcom exhibits that our clients profit from the quickest obtain speeds, and buyer complaints on our broadband providers fell by 22% within the first quarter of this 12 months.”

EE mentioned: “Ofcom’s newest complaints report exhibits that we stay one of many least complained about broadband suppliers, with complaints remaining properly beneath the trade common all through current years.

“We now have proudly led the way in which with social tariffs since 2008, with round 80% of the whole market being supported on BT social tariffs.

“Prospects who’re struggling financially and are eligible for our social tariffs can transfer penalty-free at any level of their contract, this additionally contains EE and Plusnet clients. “