Broadband plays a central role in our daily lives, providing us with the connections we need to work, play, and stay in touch with loved ones.
But it’s no secret that customer service in the industry can often be lacking, leaving many people frustrated and unhappy with their providers.
In this blog, we’ll take a closer look at the state of customer service in the UK broadband industry, exploring the most common complaints, the reasons behind these issues, and what 6G Internet is doing to keep our customers happy.
The state of customer service in the UK broadband industry
According to Ofcom’s latest reports, the number of complaints about broadband providers has been increasing in recent years.
Ofcom report shows complaints increased by 23%
In 2020, the number of complaints about broadband services increased by 23% compared to the previous year, and that figure has been rising ever since.
It’s important to state that these complaints represent a fraction of the total number of broadband customers in the UK. However, they still indicate a significant level of dissatisfaction with the service provided by some broadband providers.
What are people complaining about?
Here’s a look at some of the most common customer service complaints when it comes to broadband contracts:
- Slow speeds
- Billing issues
- Installation problems
- Data caps
- Hidden fees
- Poor customer service
Poor customer service
Another major issue is poor customer service. Customers often report dissatisfaction with the service they receive, including long wait times on hold, unhelpful representatives, issues not being resolved in a timely manner, and automated menus or chatbots that can’t answer specific or complex questions.
Local customer service team
This is one of the main reasons why 6G Internet decided to keep our customer service centre local. And it’s staffed by real people you can actually talk to.
The benefits of real customer service
Thanks to our locally based customer service centre, 6G Internet customers benefit from…
- Personalised service: Real human customer service representatives can provide a more personalised customer experience, as they can understand and respond to individual needs and concerns.
- Faster resolutions: Our staff can resolve issues more quickly than automated systems, as they can make decisions and take action in real-time.
- Language & cultural understanding: A local-based customer service centre allows representatives to be familiar with the local culture, which can help build trust and better communication with customers.
- Greater accountability: Companies with local-based customer service centres are more accountable to their customers, as they are physically located in the same area and are more easily accessible.
6G Internet: where customers get ‘real’ service
At 6G Internet, we understand that having a reliable and fast broadband connection is crucial in today’s world. That’s why we’re dedicated to providing the best possible service to our customers.
One big thing that sets us apart from other broadband providers is our locally-based customer service centre.
Our team of friendly and knowledgeable representatives are available to assist you with any questions or issues you may have, and they’re located right in your community.
And you’ll never have to deal with long wait times on hold or automated systems.
We believe that real people are the key to providing excellent customer service. Our representatives are trained to handle a wide range of issues and to find the best solution for each customer. Whether you need help with a technical problem or have a question about your bill, our team is here to help.
With our locally-based customer service centre and a commitment to providing the best possible service, we’re confident you’ll love being part of the 6G Internet family.