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Broadband customers are continually on the receiving end of poor service records as far as technical support is concerned. The conclusion of a survey by uSwitch on the technical support efficiency of various broadband operators gave the same indication.

The uSwitch survey claims that on an average, a customer calling for technical support spends about £1.75 per call. Further, out of six million customers, only 4 in 10 actually have their problems solved by one call. It also reveals that more than half the broadband customers in the UK are unhappy with the level of service they get for resolving technical issues with their connections.

Orange Broadband and Tiscali Broadband fare the worst in terms of customer satisfaction, according to the report. However, TalkTalk customers were found to be the worst hit, with an average 12- minute wait being recorded before they can talk to support staff.

The survey and its results have been rejected outright by British ISP TalkTalk. The company presented its own statistics gathered from actual call times as proof of its impressive technical support performance, which show a drastically lower 53-second average wait for customers on the line. The company dismissed the survey findings as inaccurate and stated that they are based on old and obsolete data collected from a survey where people were asked to estimate the time they spent on hold.