The broadband industry has a tendency to promote itself using theoretical figures, which are not realistic, says one industry expert.

Online self-help service Broadband Choices made the claims, adding that if the industry continues to practice in this way it is likely to leave customers disappointed.

Michael Phillips, product director with Broadband Choices, said: "A good example is Virgin Media. They recently announced that they're investing in their network so they're offering speeds of up to 50Mb.

"What will happen is – and all internet service providers suffer from this – customers won't get what they're promised."

He added that Virgin Media should have invested in its network, rather than offer the higher speed connection, so that people who are on the 20Mb service already actually start getting 20Mmb.

A recent customer satisfaction survey carried out by impartial price comparison website, uSwitch, found that value for money remained the most important factor for consumers.

Over eight million broadband consumers told uSwitch that they are not sure their provider has them on the best deal, while a further 50 per cent reported being unhappy with the customer service they had received.

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