Four out of ten customers are dissatisfied

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Many customers believe that broadband does not deserve the price you pay.

For many, broadband is becoming as important an infrastructure as electricity and water. It becomes not least clear in these home office hours. Photo: Geir Amundsen

Are you happy with your broadband provider? Answer in 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 increased traffic at night during the day. We stream movies and entertainment like never before.

42 percent of customers are dissatisfied with the service their ISP provides. This is shown by the annual survey of customer satisfaction in the broadband market conducted by EPSI Rating.

Despite a small positive development 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 owner TDC Norway. Just a few weeks ago, they announced that the Get name would be removed.

Telia: – Of course we are not satisfied

– We are of course not happy. We will get better, Telia’s information manager, Daniel Barhom answers in an e-mail.

He states that the work of ensuring the customer the best broadband experience has a high priority. Telia invests billions.

Barhom points out that Telia recently came out on top in the EPSI survey on customer satisfaction in the mobile industry.

– We therefore look forward to getting better now that Get has become Telia and customers can collect TV, internet and mobile in one place with us.

To ensure customers a better wi-fi experience, Telia offers customers to buy a so-called mask network which consists of several small routers. Home visits by a wireless expert are another service offered.

It is not only Telia’s customers who experience wi-fi problems.

Poor wi-fi in the home office is frustrating

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

The study shows that:

  • The frustration with poor wi-fi is especially evident among those who rely on broadband for home office.
  • 60 per cent state that one in the household is regularly dependent on broadband for home offices.
  • A large proportion of customers say that they have installed equipment to improve coverage in the home, but that it is not enough to enhance the experience.
  • Several customers are unsure of how to set up a well-functioning wi-fi in their own home.
  • Customers are calling for internet providers to take greater responsibility for and contribute to help with this.

also read

Seven tips for better wi-fi coverage in the home office

The survey also shows that:

  • 36 percent state that they, or others in the household, play
    games that require fast broadband.
  • 71 percent state that they subscribe to
    power services. Up from 60 percent in 2018.

Calls for increased competition for customers

Finn Myrstad is the subject director of the Consumer Council. He points out that the findings are confirmed in the EU’s satisfaction index. The vast majority of customers are locked into one supplier.

Finn Myrstad, Director of the Consumer Council, wants the Government on board to strengthen competition in the broadband market. Photo: Ole Walter Jacobsen / The Consumer Council

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

He finds it difficult to imagine that the situation will improve without increased competition.

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

– Greater focus on satisfying corporate customers

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

– This gap between business and private 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.

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