Telco packages overwhelm customers

Consumers are confused and overwhelmed by the vast array of services telcos now offer.

A "significant minority" of consumers have trouble working out which company offers the best value or quality of service on particular packages, according to telecoms watchdog Ofcom.

Given the huge range of services available, from phone line and broadband to cable television and mobile phone, consumers find it difficult to choose which would best meet their needs.

Twenty-seven per cent of people find it hard to make cost comparisons for fixed-line phone services, Ofcom research reveals, while 34 per cent find it difficult to choose internet suppliers based on quality of service.

Ofcom CEO Ed Richards said in a statement: "We need to reinforce our efforts to tackle consumer harm."

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On the bright side, the average price for residential communications service packages has fallen to £74.20 per year from £113.40 in 2001, according to Ofcom.

And once they decide on a package, most customers are satisfied with the service they receive. Around ninety per cent of customers were happy with their fixed-line phone or internet service.

Eighty-three per cent of respondents said they found switching to a new internet provider fairly easy or very easy. Ofcom has called for simplifying the process of switching providers and recently received support from BT for the cause.

According to the research, the majority of fixed line telco complaints relate to the practice of slamming - when telcos switch a customer's service provider without her knowledge.