A new customer satisfaction survey of over 10,000 British broadband users has highlighted the increasing frustration felt by consumers who are unhappy with the speed of their broadband connection – unhappiness which has reached its highest level for four years.



The research, which was conducted at the beginning of 2011 by Broadbandchoices.co.uk, Ofcom-accredited broadband comparison site, found that a third of broadband customers felt let down by their broadband speed. 



Michael Phillips, product director at Broadbandchoices.co.uk, commented:

"Broadband providers have marketed their services on speed-led messaging in their efforts to out-do each other, but the speeds experienced by the end user simply aren't living up to these promises.



"It's a problem of expectation management. Ofcom recently published a speed report showing that overall average broadband speeds had actually improved, but consumers are expecting even more as service providers focus on increasingly impressive headline speeds in their advertising.



"Anyone who is really suffering with their broadband speed may be better off switching to a fibre optic package with BT Infinity or Virgin Media. However if these options are not available in your area, consumers can instead opt for a cheaper provider with a better customer satisfaction record. O2 ranked top for broadband speed in our customer satisfaction survey, whilst Plusnet was also highly commended.



"Since 2007, we have been pushing for 'typical speeds' to be made the gold standard for speed measurement, in the same way that banks use 'typical APR' percentages. Until this happens, consumers will continue to be misled by broadband providers' claims of what speeds are technically feasible compared to what they will receive in the real world – and resentment over this issue will continue to grow."



Broadbandchoices.co.uk's top tips for maximising connection speed:


1. Test your speed - If you haven't already done so, use a speed tester to measure the speed at which your broadband connection is running. This will allow you to see what difference the following suggestions make to your speed. Find one at http://www.broadbandchoices.co.uk/speed-test.asp. 



2. It's good to talk - If you're not getting what you expected from your broadband company, give them a call. You may be able to boost your connection speed simply by asking them if there is anything they can do to help / re-grade the line.



3. Reposition your router - The position of your router can have a significant effect on the quality of your wireless connection. Place it in an area where the signal will be affected by as few obstructions and little interference as possible. For example, away from appliances which emit wireless signals (e.g. cordless phones) and avoiding barriers (such as walls and doors) between the router and your computer.



4. Spring clean your cache - Every time you visit a webpage, your browser will store, or "cache" it. All these items stored in your cache do take up space and over time it can get very full. Periodically clearing out your browser's cache will enable it to function more effectively.



5. Upgrade your browser - If you are unhappy with the browsing speed of your connection then you should definitely consider installing a newer web browser. Using the latest browsers can greatly reduce the time it takes to download a web page. Check www.download.com for free downloads of the latest browsers, but you should be careful when making any changes to the settings on your computer.



6. Monitor your applications - There are many applications (such as RealPlayer or Windows Updates) that may discreetly start running when you log in to your computer and these may slow your connection down. Set these applications so they don't run automatically - this should reduce your bandwidth overhead and make a noticeable difference to your connection speed.



7. Disable P2P software - P2P applications often continue to run in the background even when you think you've turned them off as they continually upload and download - this will not only slow you down but can also use up your download allowance. To avoid this, check the settings and set the programme to "no peer to peer", so it won't run when you're not using it.



8. Loathe thy neighbour - If you have wireless broadband, the first and foremost thing you should do is secure your wireless network. If you are unwittingly sharing your connection with unauthorised users then they will be using up valuable bandwidth. This means that the speed of your connection and download allowance could take a battering, not to mention the security threat this poses.



9. Traffic jams - The time of day at which you go online can greatly affect connection speeds. When lots of people are trying to access the internet at the same time there is increased traffic on the physical phone lines and also each website's servers. Heaviest traffic is usually in the evenings, so to benefit from the fastest speeds you should try to surf when internet traffic is low, generally in the daytime or very late at night. If you have heavy downloading to do, you will get the fastest download speeds during off-peak periods.



10. Switch - After all these measures, if your current package still isn't giving you the speed you want, it may be time to switch. The speed you will be able to achieve does depend on some factors outside your control - such as your distance from the telephone exchange. Evaluate the time and money needed to improve on your current connection and decide for yourself if it's worth an upgrade. Use our Ofcom-accredited comparison calculator at www.Broadbandchoices.co.uk to compare broadband deals and find a more suitable package for you