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Broadband satisfaction low in survey

A recent Which? survey of members reveals only 30 percent are happy with their service.

The main concern according to Which? is a huge gap between advertised and actual broadband speeds.  The survey of over 300 customers found that the average speed achieved was 2.7Mbps.

In their latest ISP satisfaction survey, only 30 percent of members on average were very satisfied with their service.  Broadband providers Global, Waitrose and Zen customers were most satisfied while major providers such AOL, BT and Virgin Media were below average.

Which? Online Editor Malcolm Coles said: ‘It’s shocking that internet service providers can advertise ever-increasing speeds that seem to bear little resemblance to what most people can achieve in reality. 

‘If it’s unlikely you’ll reach the advertised speed it should be made clear up front, so that you know with some certainty what you’re buying.

‘Do your research to check what speed you’re likely to get before upgrading, and if you think what you’re getting differs vastly from what you’ve paid for, speak to your provider – or if they won’t help, report them to Ofcom.’

The Advertising Standards Authority (ASA) has taken steps in the past to ensure that advertisements are not making speed claims that are not achievable, but Which believes more should be done. They said that advertised speeds can be misleading and they want Ofcom and Trading Standards to investigate providers’ claims.

It appears that the survey applies mainly to ADSL broadband services rather than Cable.  ADSL speeds are slightly more prone to different speeds compared to Cable.  The principle one being the distance from the house or premises to the local telephone exchange. 

The question then remains, if providers are not allowed to advertise the maximum speed available, then what do they advertise?