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UK broadband consumers most dissatisfied with contract delivery
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Published on 13-07-11

UK households are the most dissatisfied in Europe with download/upload speeds, according to an opinion poll published by the European Commission.  Thirty sever per cent of UK respondents said that speeds and capacities did not match contract conditions they signed (a problem also identified in the Commission's net neutrality Communication).

    UK broadband consumers most dissatisfied with contract delivery

    Neelie Kroes, European Commission Vice President for the Digital Agenda, said: "Consumers are telling us loud and clear that they are worried they are not getting the internet speeds and quality of service they have been promised. National authorities must take appropriate measures to ensure that operators respect new EU rules requiring to them to be transparent on connection speeds and service quality. If this should not be sufficient, I would not hesitate to take further action in the form of more prescriptive guidance, or even legislation if it is needed."

    From 25 May 2011 new EU legislation requires service providers to give customers comprehensive and accurate information in advance - before they sign a contract - on minimum service quality levels including actual connection speeds and possible limits on internet speeds (MEMO/11/319). The Commission is currently investigating broadband speeds and other transparency and quality of service issues (see IP/11/486).

    The survey also found that 54 per cent of those surveyed in the UK limit their mobile phone calls because of cost, compared to an EU average of 65 per cent.

    The E-Communications Household Survey was carried out between 9 February and 8 March 2011 using a sample of 27,000 households representative of the EU population.

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    Last update: 21/07/2011  |Top