The Karoo Lite broadband package has received a poor review after a study by one broadband comparison publication.
In Which? magazine, the Hull-based provider's cheapest broadband offering gained only two stars for both connection speed and reliability and a solitary star in the value for money category.
However, Karoo has hit back, questioning the extent of participation in the survey, in which 57 customers aired their views.
A spokesman for Kcom, Karoo's parent company, told the Mail: "They do not appear to reflect the information and feedback that we are getting from other independent sources and our own customer satisfaction measures."
In more heartening news for the provider, Karoo has topped a 'speed table' published by Broadband Choices for three months consecutively.
The firm triumphed in the 8Mb category after it was found that customers enjoyed average speeds of 50.2 per cent of the advertised maximum