We’re calling on broadband providers to give you the speed and service you pay for as we discover around three in five people experience problems with their broadband.
Our research shows that nearly half of broadband customers have suffered slow speeds, with six in ten having to put up with these sluggish speeds frequently. And there’s more – many people just aren’t getting the speeds they were promised.
Richard Lloyd, Which? executive director, said: 'The internet is an essential part of modern life, yet millions of us are getting frustratingly slow speeds and having to wait days to get reconnected when things go wrong.'
He added: 'It’s less superfast broadband, more super slow service from companies who are expecting people to pay for speeds they may never get
Households are also suffering from poor customer service. A quarter of people who reported a loss of service and had it resolved waited two days for this, and around one in ten had no internet for a week or more.
Three in 10 people who contacted their provider with a problem didn’t get a resolution. And, for those that did, a quarter weren’t satisfied with how long it took.
We want broadband providers to give you written speed estimates at the start of your contract, and to let you exit that contract without penalty if they fail to meet those speeds. We also want them to fix any loss of connection as speedily as possible and to refund you if problems persist.
So if you’re plagued by unreliable and slow internet, sign our petition to make your broadband provider deliver the speed and service you deserve.
If, like us, you've had it 'up to' here with confusing speed claims, sign our petition. Together we can convince advertising watchdogs to give us broadband ads we can trust.
Don’t worry, you’re not alone – nine in ten people aren’t aware of this rule. We don’t think it’s right for providers to entice customers in with speed claims most of them may never receive.
That’s why we’re calling on the advertising watchdogs to pull the plug on confusing broadband ads. Vague claims like ‘superfast’ need to be quantified, and providers should show the speeds the majority of customers will actually get.
Ofcom has announced measures to make it easier for customers to switch their landline and broadband provider in one simple step.