Reliability is key for broadband, claims survey

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Reliability is more important than speed when it comes to broadband, according to research published this week.

The survey by Broadband Choices showed that more than a third of respondents thought reliability was the most important factor when it came to broadband, with 30 per cent saying speed and 23 per cent saying value for money.

The researched showed a massive 7.6 million broadband customers felt disappointed by the service they receive.

However, speed was the area that led to the most complaints. Of the 47 per cent of respondents who were disappointed with their ISP’s performance, 70 per cent put this down to download speeds, whereas reliability problems only accounted for 32 per cent of complaints.

Michael Phillips, product director at Broadband Choices, said in a statement: “Nine years after broadband was first introduced in the UK, it’s troubling to find that nearly half of broadband customers claim that the service isn’t living up to their expectations."

He added: “The most disappointing findings from our research was how over half of respondents who had lodged a complaint with their ISP felt it did not reach a successful resolution."

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