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Broadband roll-out is being driven by ever more providers but people are much less happy with customer service and more ready to switch, says a survey.
When research firm Point Topic carried out its Broadband Consumer Survey a year ago, 92% of customers were very or fairly satisfied with their provider.
That figure has now fallen to 77%, and those very or fairly dissatisfied have nearly doubled to nine percent.
New entrants, such as TalkTalk and Sky, are the main focus of dissatisfaction.
Nearly 17% of TalkTalk customers and 14% of Sky broadband users were very or fairly dissatisfied with the service on offer.
The main complaint is about after-sales support.
Point Topic concludes that the new entrants are struggling to meet high customer expectations - and that all ISPs are getting worse at customer service as they struggle for market share.
BY: Rory Cellan-Jones - Technology correspondent, BBC News
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