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Half of broadband users have never tested their speed, two-thirds don't know what speed they're paying for

  • More than half of broadband users have never checked the speed of their internet connection
  • Two-thirds don't know what broadband speed they're actually paying for

11 August 2015: More than half of consumers (56%) have never checked the speed of their internet connection, according to a survey of 2,500 broadband customers, carried out by broadband, TV and mobile comparison site Cable.co.uk.

Further, when asked the advertised speed of their broadband package, two-thirds (69%) of respondents said they had no idea what it was supposed to be.

Commenting on the results, Cable.co.uk's consumer telecoms expert Dan Howdle said: "The findings of this study point to a giant, cavernous hole in consumer awareness.

"With the proliferation of broadband to the majority of homes over the last decade, it would be easy to assume that the knowledge necessary for people to understand what it is they're getting has proliferated with it.

"Clearly, that's not the case. While some of those 56% who have never run a speed test simply don't know that they either can or should, the fact that two-thirds of all broadband customers have no idea what speed they're supposed to be getting means that even if they did test their speed, they wouldn't necessarily know whether the result was good or bad.

"The onus should be on the provider both to ensure customers are getting the speed they're playing for, and informing them when they're not. Ultimately, it's pretty unreasonable to expect the average consumer to analyse the quality of their broadband."

Consumers can test the speed of their internet connection by using an online checker like the one here: www.cable.co.uk/broadband/speed/

Have you ever measured your current broadband speed using a broadband speed test?

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Notes to editors

  • According to Ofcom, the average actual speed of fixed-line broadband connections in the UK was 22.8Mbps in November 2014.
  • Under current rules, broadband providers have to ensure that 10% of customers can achieve a top speed before they can advertise it as the maximum.
  • If using our research and/or commentary we would deeply appreciate a link either to this page or 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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