A significant number of European consumers are dissatisfied with the levels of customer service offered by internet service providers (ISPs).
This is the major finding of a new European Commission study into broadband adoption across the continent, geared at increasing digital participation within the EU.
Some 30 per cent of consumers surveyed said they were disenchanted with fluctuating download and upload speeds, while 36 per cent reported suffering from internet downtime.
Of those interviewed, 24 per cent said the service they received from their ISP does not equate to what they signed up for.
In the UK, broadband providers recently came under fire from Ofcom and the Advertising Standards Authority for supposedly exaggerating the capabilities of their broadband speeds.
Concerns relate to the use of 'up to' speeds in broadband marketing materials, with critics arguing that these theoretical upper limits are rarely achievable by home internet users.