Which? survey reveals all on broadband switching Nearly half experience problems when changing ISP

30 August 2010

Which? broadband survey results

According to the latest Which? broadband survey, nearly half of those polled said they'd experienced problems when switching internet service provider (ISP).

The most common problems reported were that the previous ISP continued to take payment; that there were problems setting up the new connection; and that subscribers were left without a broadband service for more than a few hours. 

Find out how to avoid problems when switching and more in the free Which? guide to how to get the best broadband deal

Most still find switching easy

Don't let the risk of problems put you off switching to a better broadband provider. Although nearly half experienced problems, this didn't stop the majority (78%) of the Which? members who switched recently saying they found the experience easy.

However the proportion of those surveyed who said they found it difficult has risen slightly against last year's figures. In the latest Which? survey, 13% of respondents said they found it difficult to change provider against the 8% who said so last August. 

Ceri Stanaway, Which?'s broadband expert, said: 'It's reassuring that most people find switching broadband provider easy. Changing your broadband deal can save you money and get you a better service, so if you're not happy with your current broadband provider, vote with your mouse with the help of Which? broadband reviews. 

'But the broadband world is getting ever more complex, particularly as providers increasingly bundle broadband together with other services such as phone and TV. We'd like to see providers do all they can to make the broadband switch easy for customers and halt the upward trend of people who find it difficult.'

How long have you been with your internet provider?

The majority of those surveyed have been with their current broadband provider for more than a year. However 65% have been with the same ISP for more than three years and only one in six said they were considering switching when their current contract comes to an end. 

Are you putting up with a bad broadband service? If you aren't happy see which providers come out top and the full results of the survey in the Which? broadband review

About the Which? broadband survey

Which? surveyed almost 10,000 of its online panel members in June and July 2010. The Which? broadband survey covers all major UK broadband providers and rates ISPs on ease of set up, broadband connection speed, connection reliability and value for money. 

The survey also includes information on how broadband users rate their providers' online and telephone support services and how their provider measures up for customer service overall. 

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