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Three quarters of Brits unhappy with their broadband – but don’t know if they can switch

Tuesday, March 10th 2015 by Dean Reilly

More than 75% of British broadband customers are unhappy with the service they receive.

In a survey conducted by gigabit broadband provider Hyperoptic, more than half of British consumers sampled confessed they didn’t know when their broadband contract is up for renewal.

Just 24% of customers said they were satisfied with their current service.

The findings also revealed that quality was more important to British consumers than quantity. Less than half of the 2,000 respondents said that they valued a triple or quad play service (where consumers get a combination of broadband, TV, landline or mobile services from one provider) over a reliable internet connection.

In addition, 41% of those polled indicated that they would forgo a triple or quad play package if they could be guaranteed a reliable and fast broadband service, while 31% of respondents believe broadband suppliers are as bad as each other.

Citing Ofcom and government statistics, Hyperoptic said that Brits are doubling their broadband data usage year-on-year and the UK’s digital economy is growing three times as fast as its overall economy, with businesses earning £1 in every £5 from the internet.

'Gold standard of fibre'

Steve Holford, Hyperoptic vice president of revenue, said: “Hyperoptic launched in 2011 with the objective to change the market. With our true fibre approach, we are giving consumers a real alternative, delivering symmetrical gigabit speeds and great landline deals, with broadband only options available.

“Since our inception we have undergone huge growth and transformation – launching in 12 UK cities and towns and passing 100,000 units. Our new brand is designed to be simplistic and recognisable – and synonymous with the gold-standard of fibre broadband in the UK.”

Hyperoptic’s broadband service uses fibre technology to the building, meaning that the copper cabling, which can account for peak-time slowdowns and unpredictable speeds, is no longer used to deliver a service to consumers.

Dana Tobak, managing director of Hyperoptic, previously told Cable.co.uk that homes with broadband speeds of more than 1,000Mbps are more marketable.

She said: “Hyperoptic enabled homes are growing every day – making them more marketable because it’s indisputable that they can support the broadband usage requirements of today and tomorrow.

“Fibre to the home is the gold standard for broadband and we are committed to lead the charge to increase understanding and availability across the UK.”

Ms Tobak said in 2014 that, as a personal consumer of broadband, reliability was more important than speed. However, she added, fibre networks are more reliable than systems that use a combination of copper and fibre cables.

She added: “Our customers don’t have to choose between speed and reliability. I’m not better than Sky or TalkTalk necessarily. I’m just choosing to use technology that has better reliability, capability, consistency, across the board, all the time for my consumers.”

The results of the survey were released to mark the launch of a new website and rebranded identity by the fibre-to-the-building supplier.

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