Are you happy with your broadband provider?

Lois Avery,  28 Jul, 2011

Connection speed and higher than expected bills are the biggest broadband bugbears, says Ofcom. So, if you’re not happy, switch.

Broadband satisfaction levels are low according to new research revealed by Ofcom as part of new plans to encourage providers to up their customer service.

The research covers most of the big names in the landline, broadband, mobile and pay-TV market and shows how customers rate them in terms of the service they receive.

The figures show that consumers are least satisfied with the customer service provided by broadband and landline operators and most satisfied with the service they receive from their mobile and pay TV operators.

Connection speeds remain the biggest issue for broadband customers, followed by changing package and, increasingly, higher than expected bills. Ofcom surveyed customers with BSkyB, BT, Orange, TalkTalk/Tiscali and Virgin Media.

Orange, who had the lowest satisfaction levels with customer service in 2009 (42 per cent), now tops the board with 76 per cent.  Both BT and Sky customers also reported improved satisfaction scores on at least 6 of the customer service aspects measured.

But TalkTalk customers are the least satisfied and are also the least loyal customers, with 34 per cent saying they are less likely to use TalkTalk again for their broadband service.

Consumer Group Director, Claudio Pollack, said: “The research shows that there can be considerable differences in consumers’ experiences of customer service.  By publishing this research we want to give consumers an insight into the standard of customer service being offered across the communications sector.  The more information from these kind consumers, the more effectively they can exercise their choice.”

So, if you’re not happy with the speed of your internet, the price of your bill, or the customer service you receive, you should vote with your feet and switch to a better deal. 

To help you, here is a list of the best broadband deals on the market right now. Primus

The Primus Line Rental Saver package costs £6.79 per month and offers evening and weekend calls at 1p a minute and daytime calls at 6p per minute.

This is ideal for anyone who makes the majority of calls in the evenings, or for those who need a phone line for their broadband connection.

This package is available exclusively here for a limited period.

Plusnet -  4 months free home phone

Plusnet customers can benefit from the first four months free when they sign up Plusnet Value Broadband with Evening and Weekend calls. After the free four months the deal costs from £6.49.

Hurry, this offer ends August 23.

TalkTalk – 9 months HALF price plus free connection worth £30

Talk Talk is offering broadband with speeds of up to 24Mb for just £3.25 for 9 months and £6.50 thereafter on the Essentials package.

Alternatively, the Plus package is available at £7.25 for 3 months, and £14.50 thereafter.

Both benefit from free £30.00 connection. The Essentials deal comes with a 40GB download limit and Plus has unlimited downloads.

This offer ends on August 2.

BT – 4 Months FREE Broadband and Anytime Calls

This offer from BT is free for 4 months and £16 thereafter with up to 20Mb broadband speeds.

The deal includes a wireless BT Home Hub 3 and unlimited anytime calls to UK landlines and 0845 / 0870.

This is available exclusively online and ends soon.

Orange Exclusive – 3 months FREE + £50 M&S Voucher

With this deal you get up to 20Mb truly unlimited broadband free for three months and £7.50 thereafter, or £12.50 for non-Orange customers.

As an extra incentive Orange is also offering a £50 M&S voucher to anyone who signs up.

Evening and weekend calls are free and the package benefits from 2 for 1 cinema tickets with Orange Wednesdays.

This offer ends soon so click here to sign up.

Orange Exclusive – 3 months FREE + FREE Fujifilm FinePix AV150 Camera worth £69.99

With this deal you get up to 20Mb truly unlimited broadband free for three months and £7.50 thereafter, or £12.50 for non-Orange customers.

As an extra incentive Orange is also offering a free Fujifilm FinePix AV150 Camera worth £69.99.

Evening and weekend calls are free and the package benefits from 2 for 1 cinema tickets with Orange Wednesdays.

This offer is ongoing so click here to sign up.

Sky – 6 months half price Broadband and calls

Sky customers can take advantage of six months half price broadband with truly unlimited downloads and speeds of up to 20Mb with Sky’s “broadband unlimited + talk freetime” package.

This offer starts from just £5 per month but hurry because it is time limited.

Virgin Media – Six months half price broadband, phone and TV

Virgin Media is offering customers  unlimited downloads, free installation worth £40, superfast broadband, TV and free weekend calls, all from £10 per month for first six months

This offer ends soon so click here to sign up.

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Lois Avery Lois Avery attended 18 months of court cases and council meetings as a local newspaper reporter in Wiltshire; then tried her hand as a copywriter with Dyson; but the bright lights of financial journalism soon lured her. She joined Confused.com in 2010 and after a year on the job won the 2011 ‘most promising newcomer’ award at the BIBA journalist of the year awards.

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