Broadband customers value reliability

Broadband customers aren't so bothered about the speed or cost of broadband package so long as it is reliable, a report has found.

In a survey of 4,000 broadband customers, BroadbandChoices.co.uk found that 34 per cent were most concerned about having a reliable connection.

Good connection speeds were valued by 30 per cent of respondents and 23 per cent were most interest in value for money.

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Nearly half the people surveyed said that they didn't think that their ISP had lived up to claims made in advertising and marketing materials.

"Nine years after broadband was first introduced in the UK, it is troubling to find that nearly half of broadband customers claim that the service isn't living up to their expectations," said Michael Phillips of BroadbandChoices.co.uk.

"The main reason for dissatisfaction is overwhelmingly because of broadband speed, demonstrating that ISPs are still falling short when it comes to meeting their customer's expectations after advertising unattainable headline speeds in the media," Phillips continued.

Fifty-five per cent of people who had complained about their broadband service did not feel the matter had been successfully resolved, the survey found.

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