Too many broadband consumers are suffering by virtue of having a distant relationship with their internet service provider (ISP), it has been claimed.
According to Simon Harper, Marketing Director at Eclipse Internet, ISPs should continue to communicate with their subscribers throughout the duration of their contract, and be on hand to resolve any service issues they may encounter.
He noted that the relationship between the two parties should not be seen as ending once the product purchase and installation phase is complete.
"It's actually a service that people are buying that goes up and down in terms of performance and what you need it for," Mr Harper commented.
"You can't foresee your internet needs, particularly as a small business, or as a home user."
He claimed that "things are changing", with the advent of on-demand TV platforms such as BBC iPlayer affecting broadband service quality.
"People may have bought their broadband package before it came along and when they start using it they have no idea what it's doing to their service," Mr Harper said.