Broadband speed dissatisfaction increases
A new survey of British broadband users has revealed that whilst customer satisfaction is improving across a range of areas, the number of consumers who are unhappy with their connection speed has actually increased for the third consecutive year.
Almost a third (30%) of respondents were dissatisfied with their broadband speed in the 2010 survey, a worrying rise from 27% in 2009 and only 16% in 2008. A further 28% indicated they were planning to vote with their feet and change providers because their connection speed wasn't up to scratch - a big increase from 2009 when only 17% were planning to switch because of dissatisfaction with actual vs advertised connection speeds.
Interestingly, our research showed that of the respondents that subscribed to superfast (24Mb+) packages, three quarters (76%) were happy with their connection speed, a significant improvement over the average. For some consumers, this may make the cost premium of superfast services worth the investment in the longer run. This will come as good news for BT with the launch on their 40Mb Infinity product and Virgin Media's planned 100Mb rollout.
Michael Phillips, product director, commented: "The steady increase in speed dissatisfaction is indicative that consumers are taking advantage of access to online content that places more demand on their internet connection but as ISPs advertise - and consumers subscribe to - ever faster services, their expectations are failing to be met. Service providers need to be careful since our research would show that many customers have had enough and are more willing to express that dissatisfaction by changing suppliers.
"Broadband users unsure of their connection should use a speed tester- BroadbandChoices.co.uk/speed-test.asp - and, if their service consistently falls short of expectations, should seriously consider their options including switching to a 24MB+ package."
Broadbandchoices.co.uk's top tips for maximising connection speed:
1. Test your speed - If you haven't already done so, use a speed tester to measure the level at which your broadband connection is currently running. This will allow you to see what difference the following suggestions make to your speed. Find one at BroadbandChoices.co.uk/speed-test.asp
2. It's good to talk - If you are not getting what you expected from your ISP, then give them a call. You may be able to boost your connection speed simply by asking them if there is anything they can do to help / re-grade the line.
3. Reposition your router - The position of your router can have a significant effect on the quality of your wireless connection. Place it in an area where the signal will be affected by as few obstructions and little interference as possible. For example, away from appliances which emit wireless signals (e.g. cordless phones) and avoiding barriers (such as walls and doors) between the router and your computer.
4. Spring clean your cache - Every time you visit a webpage, your browser will store, or ‘cache' it. All these items stored in your cache do take up space and over time it can get very full. Periodically clearing out your browsers cache will enable it to function more effectively.
5. Upgrade your browser - If you are unhappy with the browsing speed of your connection then you should definitely look at upgrading to a newer web browser. Using the latest browsers can greatly reduce the time it takes to download a web page. Check download.com for free downloads of the latest browsers, but should be careful when making any changes to the settings on your computer.
6. Monitor your applications - There are many applications (such as RealPlayer or Windows Updates) that may discreetly start running when you log in to your computer and these may slow your connection down. Set these applications so they don't run automatically - this should reduce your bandwidth overhead and make a noticeable difference to your connection speed.
7. Disable P2P software - P2P applications often continue to run in the background even when you think you've turned them off as they continually upload and download - this will not only slow you down but can also use up your download allowance. To avoid this, check the settings and set the programme to ‘no peer to peer,' so it won't run when you are not using it.
8. Loathe thy neighbour - If you have wireless broadband, the first and foremost thing you should do is secure your wireless network. If you are unwittingly sharing your connection with unauthorised users then they will be using up valuable bandwidth. This means that the speed of your connection and download allowance could take a battering, not to mention the security threat this poses.
9. Traffic jams - The time of day at which you go online can greatly affect connection speeds. When lots of people are trying to access the internet at the same time there is increased traffic on the physical phone lines and also each website's servers. Heaviest traffic is usually in the evenings, so to benefit from the fastest speeds you should try to surf when internet traffic is low, generally in the day time or very late at night. If you have heavy downloading to do, you will get the fastest download speeds during off-peak periods.
10. Switch - After all these measures, if your current package still isn't giving you the speed you want, it may be time to switch. The speed you will be able to achieve does depend on some factors outside your control - such as your distance from the telephone exchange. Evaluate the time and money needed to improve on your current connection and decide for yourself if it is worth an upgrade. Use our Ofcom accredited comparison calculator at Broadbandchoices.co.uk to compare broadband deals and find a more suitable package for you.