Nearly nine out of ten broadband subscribers are convinced they should not have to pay for customer service, according to new figures.
The study by YouGov, which was commissioned by Kingston Communications (KC), revealed that almost 90 per cent of people think they should not face charges for reporting problems with their subscription.
It was also found that 45 per cent of people have had to wait over five minutes before being spoken to about their problems, while a third stated that problems are not often resolved on the first call.
Nick Thompson, Director of Consumer Services at KC, said the survey "paints a grim picture".
He added: "Not only are businesses charging their customers to call in, they're also making them wait far too long before being connected."
Last week, Easynet Connect called for all business broadband providers to follow the same customer service benchmark.
The company has collaborated with the Communications Management Association to increase debate over the issue.