Four out of ten customers are dissatisfied

Many customers believe that broadband is not worth the price you pay.

Are you satisfied with your broadband provider? Answer in a poll at the bottom of the case!

The pandemic has made home offices and video conferencing a part of everyday life for many. Broadband providers report an increase in overnight traffic during the day. We stream movies and entertainment like never before.

42 percent of customers are not satisfied with the service provided by their ISP. This is demonstrated by the annual survey of customer satisfaction in the broadband market carried out by EPSI Rating.

Despite a small positive advance from last year’s low level, the study shows that customer satisfaction in Norway is weak.

For the eleventh year in a row, Altibox has the most satisfied customers.

At the bottom with the least satisfied customers, we find Telia. In 2018, Telia acquired Get’s owner, TDC Norway. Just a few weeks ago, they announced that the Get name would be removed.

Telia: – Of course we are not satisfied.

– Of course we are not happy. We will improve, replies Telia information manager Daniel Barhom in an email.

It states that the job of ensuring the best broadband experience for the customer has a high priority. Telia invests billions.

Barhom notes that Telia recently got the top spot in EPSI’s survey of customer satisfaction in the mobile industry.

– So we hope to improve now that Get has become Telia and customers can collect TV, Internet and mobile devices in one place with us.

To ensure customers a better wi-fi experience, Telia offers customers the purchase of a mask network consisting of several small routers. Home visits by a wireless technology expert are another service offered.

It’s not just Telia customers who experience wi-fi issues.

Poor Wi-Fi in the home office is frustrating

It does not help much if the fire band on the wall of the house is good, if the wireless home network is a bottleneck. A third of all customers experience that they have a more or less bad Wi-Fi experience.

The study shows that:

• Frustration with poor wireless connection is especially evident among those who rely on broadband for the home office.
• 60% say that one of the household members is regularly dependent on broadband for home offices.
• A large proportion of customers say they have installed equipment to improve coverage at home, but it is not enough to improve the experience.
• Several customers are unsure how to install a working wireless connection in their own home.
• Customers are asking ISPs to take more responsibility and help help with this.

The survey also shows that:

• 36 percent say they, or other household members, play
  games that require fast broadband.
• 71 percent say they subscribe to
  energy services. 60 percent increase in 2018.

Ask for more competition for customers

Finn Myrstad is the chief affairs officer for the Consumer Council. He points out that the findings are confirmed in the EU satisfaction index. The vast majority of customers are locked into a single provider.

– This is probably related to both low satisfaction and high prices in the broadband market.

It is difficult for him to imagine that the situation will improve without more competition.

– We hope that this will be central to the Storting’s report on the e-services the Government is working on.

– Greater focus on the satisfaction of corporate clients.

EPSI has also measured satisfaction in the corporate market. The study shows that companies have fewer problems with broadband. They experience a completely different service stability.

– This gap between companies and private parties has developed in the last ten years. This is another indication that there has been a greater focus on satisfying corporate customers rather than private customers, says Fredrik Høst, general manager of EPSI Rating Norway, in a press release.