Citizens Advice – Telecoms Polling
Survey of 4,127 British adults about their experience of mobile and broadband issues
  • Approaching half of Britons with broadband say they have experienced a total loss of broadband service in the past 12 months (46%), while around a third (35%) say they have contacted their broadband provider because their service was slow or stopped working entirely.

 

  • Among those who have complained to their broadband provider, half (49%) say the issue was resolved to their satisfaction in a reasonable manner, while three in ten say it was resolved but only after a struggle or long delay (30%). One in ten say that the issue is still ongoing but they have stopped trying to resolve it (9%), while a smaller proportion (8%) say they are still trying to resolve the issue.

 

  • The average time spent trying to resolve a broadband issue is 2 hours and 21 minutes.

 

  • Around a quarter of Britons who have changed their broadband provider in the past 12 months say they experienced delays at the start of their new broadband service (26%).

 

  •  Around one in seven Britons with a mobile phone say they have experienced web pages loading slowly at home (15%).

 

  • Around one in ten Britons (11%) with a mobile phone say they have contacted their mobile phone provider because of a problem with their mobile service, while a further 15% say they have had problems with their mobile service, but have not contacted their provider.
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Date Published
26/01/2018
Client
Citizens Advice
Methodology
ComRes interviewed 4,127 British adults online between 12-16th January 2018. Data were weighted by age, gender, region and SEG to be representative of all adults in Great Britain aged 18+.

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