Survey finds that Brits are struggling with their broadband connections – Broadband Genie reports

PRLog (Press Release) – Jan 25, 2008 – 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 connection. The findings of the survey revealed that on average, over a million British households spend at least six hours setting up or troubleshooting their broadband service. One in five 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 Tickbox survey found that many customers didn’t feel like they were being provided with a quality product. A quarter of Brits felt unhappy with their broadband services and one in every eight users admitted that they would 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.
Ciaron Dunne from Broadband Genie said: “The results from the O2 Broadband Tickbox survey proves how much our broadband service affects everyday life. It’s very interesting to note that most problems customers have with their broadband provider boils down to customer service rather than connection issues. It can be difficult to know how good an ISP customer service is unless you’ve had a specific recommendation from a family or friend. Visitors to the Broadband Genie Directory at http://www.broadbandgenie.co.uk/broadband_providers.html however, will be able to get a better idea of how an ISP service has faired with other users thanks to our clear reviews and ratings comments board and we gladly welcome users to post new posts and service feedback.”
Notes to editors

Broadband Genie allows users to compare broadband online, and is part of Genie Group.

Genie Group Ltd is a leading independent provider of internet comparison shopping services in the UK, and was set up in 2004 by Philip Wilkinson (co-founder of Kelkoo UK). Genie Group's unique selling point is 'the Genie', which makes personal recommendations to internet shoppers based on ground-breaking, intelligent technology. This gives Genie Group the ability to provide an enjoyable and satisfying internet shopping experience, and deliver an unmatched quality of sales leads to our affiliate merchants. Genie Group launched its flagship broadband comparison service Broadband Genie in January 2005.

More information can be found at http://www.broadbandgenie.co.uk . Please direct all media enquiries to Ciaron Dunne. Interviews with Philip Wilkinson can be arranged on request.