A survey of 1,500 UK broadband users conducted for O2 Broadband by Tickbox has found that a huge proportion of Brits struggle with their broadband connections. The survey found that over a million British households spend at least six hours setting up or troubleshooting their broadband service. 1 in 5 users also admitted to having to contact their ISP an average of three times to help with their connection queries.
The survey was initially set up by O2 Broadband to find out the main issues that frustrate customers. Unsurprisingly, connection speeds and customer support ranked highly. The results also revealed that many customers don’t feel they are being provided with a quality product, with a quarter of Brits being unhappy with their broadband services and one in every eight users admitting that they will be looking to switch provider in the next three to six months.
Customer service was a sore point amongst many customers with 20% revealing that they had experienced difficulty getting through to their provider and many expressing annoyance that they had to use a premium rate number.
There was also proof that broadband could have an impact on our health and wellbeing. Over half (56%) of those surveyed admitted to losing their temper with their computer due to broadband issues, with most commenting that they found being put ‘on hold’ when on the phone to their customer service number one of the most stressful situations of daily life.
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Tell me about it, im with Virgin Media, i pay them a rediculous amount of money per month.
And they just laugh at me over the phone, it’s sickening!
Well I suppose that customers get what they pay for, if they decide to go with “big boys” on the market, they get cheap Broadband, but horrible customer service and low quality speed, there are many providers which are a bit more expensive, but have excellent customer service and give a high quality Broadband. Reason behind is simple, smaller company need people and will appreciate customers more then Big boys. In the end of the day all ISP’s paying same money to BT wholesale for pipes it is the contention ratio which matters:) So in the end choice is theirs
I went with Orange’s offer of ‘free’ broadband with mobile phone service. It went wrong for the entire final four months of the contract and they did more or less nothing to fix it. I had to keep chasing them up as they said they could not call me! and their tragically poor systems meant the problem just kept going round, or stalling in the system and no one actually taking responsibility for solving it!! They just take your money and do nothing in return. I have never known such appalling customer service in my life and I agree it was very stressful banging my head against their ridiculous wall. I don’t know how they get away with it. Only because people are too busy to keep chasing them and taking action to bring them to task. Shocking, appalling, sickening. Steer well clear.
Orange is cheap, trashy and nasty. Customer service advisors … lie, lie and damnwell lie! If you didn’t know what stress, ill health was like before joining Orange … you WILL find out!! Stay the hell away from this company. Shouldn’t matter how cheap/how expensive broadband, customer services SHOULD no matter what be at least of a ‘decent standard’. Orange need training pretty desperately in even the most basics including keeping up to date records of customer problems … and telling their idiotic Indian call centre staff - who learned their customer service skills from watching English soaps! *it was featured by Watchdoog a while ago if you don’t believe me!* - are so ****** useless to be beyond belief!! Get yourself sorted out Orange, treat your existing customers respectively. You just want people to sign up to your ‘wonderful deals’ … then treat them like crap if a problem arises. Your customer services are worse than substandard … and you seem to train your staff to lie to the customer, speak ******** to customers … in other words lie … get them to phone your pointless premium rate numbers to sort out YOUR messess … soon as my contracts up with you you can stick it where the sun don’t shine you bunch of feckless muppets! If you weren’t a multinational company it would be funny. Tragic thing is you ARE and this is how you repay your customers. Worse than the most dodgy company you can think of! Your company should carry a health warning - SIGNING UP TO US WILL SERIOUSLY DAMAGE YOUR HEALTH!!!