Baffled by broadband?

The array of broadband packages on the market has left customers baffled and confused, with four in 10 people (39 per cent) not understanding the difference between the deals or which packages best suit their needs, according to new research.

Despite 13.3 million (53 per cent) UK households now having broadband at home the survey by moneysupermarket.com highlights that people still do not understand the different technical terms (53 per cent) or how providers differ from one another (53 per cent). In addition, nearly half (48 per cent) of those surveyed said bundled deals, offering TV and telephony services, were confusing.

As a result, only 16 per cent of those questioned said they researched the market to find a provider that meets their needs. A quarter (24 per cent) over one in 10 (15 per cent) respectively, chose a provider simply because they already had their landline or digital TV with them. More than one in 10 (14 per cent) opted for a well-known provider they could trust.

Jason Lloyd, head of broadband at moneysupermarket.com, said: “It is clear that the number of deals on the market are leaving customers increasingly confused over which is best for their needs. As a result they are settling for providers who already supply a service to them or who they believe have a good reputation. This could result in people taking out the wrong deal.”

Unsurprisingly, the more broadband providers a person has had, the savvier they are when choosing a new deal. A quarter (24 per cent) of those who have had three suppliers tended to research the market to find a deal that best suited their needs, compared to 13 per cent of those who have only had one supplier.

Lloyd adds: “I recommend customers think about what they want from their broadband provider and look at the features they offer - this way they are more likely to find a deal that is right for them.

“To assist customers finding a broadband provider, moneysupermarket.com has launched a forum where people can get advice on what deals suit their needs. There is also a glossary to help explain all those confusing tech terms and people will be able to post their own messages, which will help others when it comes to choosing broadband.”

moneysupermarket.com’s ‘Confused about Broadband’ forum can be found at moneysupermarket.com/community/