Press release
Computer says no: Half of UK customers experience problem with internet provider, Which? finds
4 min read
Lisa Barber, Which? Computing Editor, said: "It is simply not good enough that broadband customers are still suffering frequent drop outs, slow speeds and a generally poor internet service at a time when everyday life relies so heavily on a good connection. "To add insult to injury, despite the cost of living crisis many providers have not hesitated to impose above-inflation price hikes. If you're currently out of contract and your provider is not giving you a good service or you don't want your bills to go up, shop around and consider switching." ENDS Notes to editors:
- Customers looking for cheaper broadband can compare deals with , a transparent and impartial way to compare tariffs and find the best broadband supplier.
- Our research - Which? surveyed 3,903 broadband customers in the UK in December 2021/January 2022. Fieldwork was carried out online by Deltapoll.
What can consumers do if they have problems with their broadband?
Ofcom's Code of practice - Broadband providers who are signed up to Ofcom's voluntary code of practice on broadband speeds are now given one month to resolve the problem and if they fail then customers can walk away, penalty-free (the right to exit also applies to contracts that include phone and TV services purchased with broadband in a bundle).
Automatic compensation - As part of Ofcom's work on making the telecoms market fairer for consumers, in April 2019 some of the largest broadband providers began compensating customers automatically for delayed repairs following a loss of service, missed repairs or provision appointments, and delays to the start of a new service. This is a voluntary scheme that providers signed up to. According to Ofcom, together, the firms that have committed to it account for more than 95% of broadband and landline customers in the UK. More info here:
About Which? Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. Our research gets to the heart of consumer issues, our advice is impartial, and our rigorous product tests lead to expert recommendations. We're the independent consumer voice that influences politicians and lawmakers, investigates, holds businesses to account and makes change happen. As an organisation we're not for profit and all for making consumers more powerful. The information in this press release is for editorial use by journalists and media outlets only. Any business seeking to reproduce information in this release should contact the Which? Endorsement Scheme team at endorsementscheme@which.co.uk.