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Consumers are becoming unhappier with their broadband and mobile services - but what's driving the decline?
A half-yearly survey to December 2024 done for the Commerce Commission found significant decreases in customer happiness with customer service, pricing and the range of broadband plans.
Other findings in the survey were that more than a third of mobile customers had service problems while half of broadband customers had issues with their connection in the past six months.
Across both mobile and broadband, people aged 45 to 64 were the unhappiest with their telco. Craig Young, chief executive of TUANZ the telecommunications users association, says telcos have overcomplicated their offerings and are not spending enough on customer service.
Kathryn also speaks with Paul Brislen head of the Telecommunications Forum - telco carriers and providers.
