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Customer satisfaction with UK broadband providers has fallen for the second year in a row, with good old BT coming last in a survey by research group JD Power.

Complaints now outnumber service related queries, according to the study, while overall satisfaction levels have fallen nine points to an average of 645 out of 1000.

Tiscali came top in the survey, with an average score of 668, followed by Virgin Media on 660, then Sky (657), AOL (646), Orange (636), Pipex (634), TalkTalk (630) and BT on 626.

But despite a fall in the average cost of a broadband subscription from £25.91 to £21.10, and a 40% rise in average speeds to 4.87Mbps, satisfaction has dropped.

Longer call waiting times have particularly tested the patience of customers, according to the survey. The average wait is now 17 minutes, incredibly.

JD Power surveyed 1,683 broadband ISP customers across the UK.

Related stories:
Survey shows dissatisfaction with broadband providers 

Graham Charlton

Published 7 December, 2007 by Graham Charlton

Graham Charlton is the former Editor-in-Chief at Econsultancy. Follow him on Twitter or connect via Linkedin or Google+

2565 more posts from this author

Comments (3)

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Amelia

I'm not surprised to read that Tiscali came top on a complaints list. We were to be upgraded to 8Mb on the 12th December, 11 days ago. Instead we have not even a phone line since then. And their customer care is non-existent. How can a company aiming for the top in this 21st century technology bring us back 2 centuries?

Our experience bears out the results you have written above.

over 8 years ago

Avatar-blank-50x50

Amelia

I'm not surprised to read that Tiscali came top on a complaints list. We were to be upgraded to 8Mb on the 12th December, 11 days ago. Instead we have not even a phone line since then. And their customer care is non-existent. How can a company aiming for the top in this 21st century technology bring us back 2 centuries?

Our experience bears out the results you have written above.

over 8 years ago

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Broadband

I wonder what place on this list the o2 broadband is at. They advertise themselves "9 of 10 customers would recommend the o2 home broadband", but I really wonder how it really looks. Does any one use the o2 broadband? Is it any good? How is it compared to other uk broadband providers ?

about 8 years ago

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