Technical support call cost worry for broadband customers

The cost of calling technical support help-lines is becoming increasingly high for broadband customers, a leading organisation claims.

According to an investigation by consumer affairs magazine Which?, 32 out of the 45 technology firms offer higher-cost numbers for their support help-lines.

The research also identified Tesco broadband, Supanet, Nero and Roxio as using the 090 premium rate number, which is the most expensive number presently available.

This meant that a call to Tesco Broadband's technical support line for ten minutes from a landline cost around £5 plus any applicable network charges.

Sarah Kidner, editor of Which? Computing, commented: "It's particularly galling to see a huge company like Tesco broadband using such expensive lines."

"If other companies can offer a Freephone number, so can Tesco. After all, every little helps," she added.

Only six providers offered a free-to-call 0800 number - British Telecom, UK Online, Corel, Sony (Software), O2 and Waitrose.

The research also revealed that a third of broadband customers were frustrated by customer support lines, with the time taken to get through being chief among the problems.

Research conducted by telecoms regulator Ofcom recently indicated that there are now almost 17 million active broadband connections in the UK.