Customer service and satisfaction
Increased visibility over customer service and satisfaction levels among consumers has been behind the mass broadband migration over the last couple of years. This section looks at studies into the best and worst ISPs for customer service and satisfaction as well as regulations intended to improve standards.
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Virgin Media Broadband customers to be protected from security threats
Broadband provider Virgin Media is helping to protect its customers from online
Kimberley Howson - 16th August 2010. 1 comment
NEWS
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UK 'has some of lowest mobile broadband prices'
Some of the world's cheapest broadband deals can be found in the UK, research
Joseph Andrews - 13th August 2010
NEWS
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Internet service providers are blocking fewer Friends Reunited emails
Friends Reunited reduces the number of emails blocked by internet service
Joseph Andrews - 13th August 2010
NEWS
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Hertfordshire village gains high-speed broadband
Super-fast broadband is now being enjoyed by residents in the village of Birch
Joseph Andrews - 12th August 2010. 2 comments
NEWS
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UK 'more knowledgeable about ISP speeds'
Broadband customers in the UK are becoming more knowledgeable about the internet
Dan Robinson - 9th August 2010
NEWS
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Fibre optic broadband is 'the only way to achieve advertised speeds'
Implementing fibre optic broadband technology is the only way for ISPs to
Kimberley Howson - 9th August 2010
NEWS
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TalkTalk security tool 'will be free to broadband customers'
TalkTalk broadband customers will be able to enjoy a new security system that
Dan Robinson - 2nd August 2010
NEWS
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New govt plans to increase UK mobile broadband coverage
The reach of mobile broadband is set to increase across the UK thanks to a new
Dan Robinson - 29th July 2010
NEWS
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TalkTalk's fibre network 'will offer faster broadband speeds to all'
People will be able to access faster and more reliable broadband once TalkTalk
Joseph Andrews - 28th July 2010
NEWS
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3 mobile broadband deals 'most popular with dongle users'
A new YouGov customer satisfaction study has found 3 to be the UK's most popular
Joseph Andrews - 19th July 2010. 3 comments
NEWS
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Sky and Virgin Media top satisfaction survey
New research has suggested that Sky and Virgin Media are the UK's top broadband
Dan Robinson - 14th July 2010. 1 comment
NEWS
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Eclipse Internet nominated for customer service award
Eclipse Internet has received a pair of nominations ahead of the 2010 South West
Kimberley Howson - 24th May 2010. 1 comment
NEWS
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Common broadband customer service complaints revealed
Web users’ most common gripe with their ISPs’ service is the slow speeds
Jonathan Leggett - 5th May 2010
NEWS
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Over 50% of broadband users 'unhappy with speed'
More than half of all broadband consumers in the UK are unhappy with the speed
Dan Robinson - 12th April 2010. 4 comments
NEWS
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O2 tops UK broadband consumer satisfaction studies
O2 has topped two new internet consumer satisfaction polls, both for its fixed
Joseph Andrews - 1st April 2010
NEWS
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ISPs 'should offer loyalty incentives throughout broadband contracts'
Broadband providers should be offering loyalty rewards to their subscribers as
Dan Robinson - 1st April 2010. 1 comment
NEWS
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Broadband providers must improve transparency
Special report: Ofcom’s drive to improve transparency over broadband
Jonathan Leggett - 30th March 2010. 1 comment
NEWS
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Virgin Media fibre broadband outage update
Virgin Media fibre optic services have been restored in the Leeds postcode area
Jonathan Leggett - 24th March 2010. 2 comments
NEWS
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Broadband providers 'falling down on customer service'
The Daily Mail has claimed that UK broadband providers are often failing to meet
Kimberley Howson - 10th March 2010. 1 comment
NEWS
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Sky plans customer service improvements
Broadband provider Sky is to open a new call centre in Stockport in an effort to
Kimberley Howson - 8th March 2010. 2 comments
NEWS
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Common broadband customer service complaints revealed
Web users’ most common gripe with their ISPs’ service is the slow speeds
Jonathan Leggett - 5th May 2010
NEWS
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Edinburgh 'ranks top' in speed tests
New statistics suggest that broadband customers receive in Edinburgh the fastest
Alex Buttle - 5th June 2008
NEWS
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Point Topic publishes fibre-optic broadband map
A leading research body has published a new study outlining whether upcoming
Kimberley Howson - 12th November 2009. 1 comment
NEWS
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Vodafone announces mobile broadband roaming charges
Vodafone broadband customers can download 50MB to their laptops in Europe for
Kimberley Howson - 2nd July 2009. 4 comments
NEWS
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Xbox 360 Sky Player TV service 'coming gradually'
The introduction of Sky Player onto the Xbox 360's Live Marketplace is to be a
Kimberley Howson - 4th November 2009. 1 comment
NEWS
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In-flight broadband demand 'boosts Inmarsat's profits'
Satellite broadband provider Inmarsat is benefiting from growing demand for web
Kimberley Howson - 10th November 2009
NEWS
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3 mobile broadband network disrupted
Mobile broadband customers belonging to 3 have been offered two months free
Alex Buttle - 28th October 2008
NEWS
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Ofcom reviews broadband complaints
Ofcom is undertaking a review of the complaints process currently in place for
Alex Buttle - 11th July 2008. 11 comments
NEWS
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O2 reveals P2P clampdown
Broadband provider O2 has announced plans to introduce traffic management
Kimberley Howson - 7th October 2009. 2 comments
NEWS
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Hertfordshire village gains high-speed broadband
Super-fast broadband is now being enjoyed by residents in the village of Birch
Joseph Andrews - 12th August 2010. 2 comments
NEWS
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Fibre optic broadband is 'the only way to achieve advertised speeds'
Implementing fibre optic broadband technology is the only way for ISPs to
Kimberley Howson - 9th August 2010
NEWS
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Sky Player's Xbox 360 debut hits glitch
A system error prevented the launch of Sky Player on Xbox 360 consoles from
Kimberley Howson - 28th October 2009. 25 comments
NEWS
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Carphone Warehouse suffering with Talk Talk Broadband
Talk Talk, the broadband service run by Carphone Warehouse (CW) is going to cost
Alex Buttle - 3rd April 2007
NEWS
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Post Office in broadband account mix-up
Red faces all-round as subscriber is accidentally given dead man's account
Alex Buttle - 2nd February 2009. 2 comments
NEWS
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Virgin Media to update broadband throttling policy
Virgin Media intends to crack down on its heaviest users to ensure that
Kimberley Howson - 20th July 2009. 1 comment
NEWS
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Sky and Virgin Media top satisfaction survey
New research has suggested that Sky and Virgin Media are the UK's top broadband
Dan Robinson - 14th July 2010. 1 comment
NEWS
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Ofcom warns of phone line broadband scam
A new scam has been highlighted by Ofcom.
Kimberley Howson - 18th September 2009
NEWS
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Upload speeds 'also important'
People who put pictures and videos online regularly have been advised to
Alex Buttle - 16th June 2008. 2 comments
NEWS
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Sky plans customer service improvements
Broadband provider Sky is to open a new call centre in Stockport in an effort to
Kimberley Howson - 8th March 2010. 2 comments
NEWS
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Ofcom complaints throw interesting results
Ofcom announced that from the 1st January to 23rd October, 26,926 separate
Alex Buttle - 8th March 2007. 3 comments
NEWS
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Sky Player's Xbox 360 debut hits glitch
A system error prevented the launch of Sky Player on Xbox 360 consoles from
Kimberley Howson - 28th October 2009. 25 comments
NEWS
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Ofcom reviews broadband complaints
Ofcom is undertaking a review of the complaints process currently in place for
Alex Buttle - 11th July 2008. 11 comments
NEWS
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Virgin Media to cap speed for heavy downloaders
Virgin has announced a range of capping measures for heavy internet downloaders
Alex Buttle - 8th May 2007. 9 comments
NEWS
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Orange texts broadband customers with M&S offer
Broadband provider Orange has launched a new campaign to give its home internet
Kimberley Howson - 21st October 2009. 8 comments
NEWS
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Virgin Media reveals gaming broadband problem
One of the UK's leading broadband providers has experienced problems with
Kimberley Howson - 2nd October 2009. 6 comments
NEWS
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Zetnet leaves its broadband customers without email
Customers with the UK broadband supplier have complained that they are not able
Kimberley Howson - 16th July 2009. 6 comments
NEWS
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Virgin Media remains coy on its plans for Phorm
Virgin Media is not currently planning to rollout Phorm's WebWise, but it has
Kimberley Howson - 14th July 2009. 6 comments
NEWS
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Virgin Media hit by outages
A series of technical problems have impacted on Virgin Media's broadband
Kimberley Howson - 30th September 2009. 5 comments
NEWS
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Over 50% of broadband users 'unhappy with speed'
More than half of all broadband consumers in the UK are unhappy with the speed
Dan Robinson - 12th April 2010. 4 comments
NEWS
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Vodafone announces mobile broadband roaming charges
Vodafone broadband customers can download 50MB to their laptops in Europe for
Kimberley Howson - 2nd July 2009. 4 comments
NEWS
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National broadband tax unveiled in Digital Britain
Households and businesses will face a £6 annual tax on fixed telephone
Kimberley Howson - 16th June 2009. 4 comments
NEWS
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Broadband ISP Breathe Networks bought out by management
The broadband provider has confirmed a management buyout took place and
Kimberley Howson - 24th July 2009. 4 comments
NEWS
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TalkTalk issues warning over broadband tax
TalkTalk has expressed concern that the government's proposed broadband tax will
Kimberley Howson - 2nd November 2009. 4 comments
NEWS
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Ofcom complaints throw interesting results
Ofcom announced that from the 1st January to 23rd October, 26,926 separate
Alex Buttle - 8th March 2007. 3 comments
NEWS
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3 mobile broadband deals 'most popular with dongle users'
A new YouGov customer satisfaction study has found 3 to be the UK's most popular
Joseph Andrews - 19th July 2010. 3 comments
NEWS
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Satellite broadband plan for NI
Hutchison 3G has signed a contract with satellite broadband operator Avanti to
Alex Buttle - 23rd April 2009. 3 comments
NEWS
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BT unveils fibre-optic broadband microsite
The Openreach division of broadband provider BT has launched a new website
Kimberley Howson - 6th November 2009. 3 comments
NEWS
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Broadband providers' tech support rake in £34m
Broadband providers are profiting by tens of millions of pounds a year from
Alex Buttle - 17th August 2007. 3 comments
NEWS
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Consumers 'prefer fixed line to mobile broadband'
The Chief Executive of Carphone Warehouse has suggested that fixed-line
Kimberley Howson - 9th October 2009. 3 comments
NEWS
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ISP delays costing Phorm £1m a month
Phorm is haemorrhaging £1 million a month while ISPs put off the rollout of
Kimberley Howson - 19th June 2009. 3 comments
NEWS
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