A new report by UK consumer body, Which?, revealed that some 63% of Brits experience problems with their broadband while 45% said they suffer slow download speeds.
Which? claims that 58% of respondents who reported slow download speeds experience this "frequently or all the time." It also said that 27% of respondents who reported a loss of service that was later fixed had to wait two days for this to happen, with 11% having to wait a week or more.
The results highlight poor speeds and bad customer service. It strengthens a campaign launched by Which? that urges Internet Service Providers (ISPs) to give us broadband speed guaranteed so that customers get the speed and service they pay for.
Which? also found three in 10 persons (31%) who contacted their provider with a problem said they did not get a resolution at all; a quarter of those who did get a resolution (25%) were dissatisfied with how long it took, and one in five (20%) said they contacted their ISP three times or more to resolve a problem.
Which? is now calling on broadband providers to issue customers with written speed estimates at the start of a contract; allow people to exit contracts without penalty if speeds aren't met, and to refund people for a loss of service.
Which? executive director, Richard Lloyd said the Internet is an essential part of modern life, yet millions of us are getting frustratingly slow speeds and having to wait days to get reconnected when things go wrong.
"It's less superfast broadband, more super slow service from companies who are expecting people to pay for speeds they may never get," he said.