The quality of unbundled (LLU) based broadband ISPs appears to be reaching a turning point, with new research suggesting that service quality may finally be heading in the right direction.

BroadbandChoices.co.uk reports that LLU customers are now enjoying higher levels of customer satisfaction, as well as receiving value for money, with 34% reporting that lower prices influenced their decision:


Back in 2006 the situation was very different, with newly unbundled ISPs suffering from all manner of technical and performance problems. However, the satisfaction gap between non-LLU and LLU providers now appears to be evaporating. 14% of UK households in January 2008 found unbundled providers to be better value for money, which compares with -1% at the end of 2006.

Meanwhile 6% felt that unbundled providers offered improved clarity of price and billing over their non-LLU rivals, which compares with -3% at the end of 2006. Download times, after sales support and the speed of service activation all saw similar improvements into positive territory.

However, overall quality and reliability continued to be rated by a negative, though this has seen a significant reduction from -9% at the end of 2006 to -1% in January 2008. Customers of Be/O2 had the greatest proportion of very/fairly satisfied customers at 86%. Surprisingly Tiscali came a close second with 83%, Sky had 81%, Orange and AOL touched 75% and TalkTalk came bottom with 71%.