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Cable.co.uk comments on Which? research revealing millions of UK households are frustrated with bad broadband

  • Consumer champion Which? has today released research revealing that 16 million households – or six in 10 (59%) – experienced a problem with their home internet connection in the last year
  • 12.5 million – almost nine in 10 – were frustrated as a result
  • Four in 10 (38%) of those who experienced internet connection issues have been completely stopped from carrying out one or more online activities as a result
  • One in five (19%) people said that connection problems have had a negative financial impact on them
  • Three in 10 (31%) said that connection issues meant that online banking and paying bills was either completely prevented or took much longer than usual

Wednesday, 5 April 2017: Populus on behalf of Which? conducted a nationally representative online survey of 2,084 households between 21 and 22 December 2016. Those surveyed were asked had they experienced a problem with their main home internet connection in the last 12 months; and if they had experienced a problem, how these experiences made them feel.

Commenting on the findings Dan Howdle, consumer telecoms analyst at Ofcom-accredited broadband advice site Cable.co.uk, says:

“That the majority of us experience some sort of internet issue within the space of a year is not entirely surprising. It is worth adding, however, that 'problems' as a general category vary greatly in severity, from the odd bit of Netflix buffering during peak periods, to full-blown local (or even national) outages

“Depending on the severity of the problem, then, customers may be within their rights to switch to another provider. Ofcom rules offer a get-out clause if the provider has failed in providing an acceptable level of service”

“Just as consumers are required to meet monthly payments, providers are obliged to deliver the service we pay for – failure to do this is a breach of contract and may mean you can vote with your feet without fear of cancellation fees.”

Notes to editors

In return for using our commentary on UK telecoms issues, we would deeply appreciate a link to https://www.cable.co.uk


What is Cable?

Cable is a broadband, TV and phone comparator, unique news source and consumer champion.

Dan Howdle has been plugged into the attitudes of UK broadband, TV and mobile customers for over two decades, running research fieldwork both nationally and internationally on behalf of the biggest players in the industry. Dan is now consumer telecoms analyst at Cable, as well as more formally operating in the role of its Director of Communications and Content.

An experienced broadcaster, commentator and writer, Dan has appeared on BBC TV and radio, ITV, Sky and in the national papers. Dan has advised Ofcom on issues surrounding service quality, administered Cable’s Broadband Service Quality Awards and sat on the panel of judges for the Internet Service Providers Association annual awards.

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