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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/tools/broadband-speed-test/

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.co.uk?

Cable.co.uk 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. Having spent 12 years at the coalface of consumer telecoms research, initiating and running projects both nationally and internationally on behalf of the biggest players in the industry. Dan is now Director of Communications and in-house consumer telecoms expert for Cable.co.uk.

An experienced broadcaster, commentator and writer who frequently appears on BBC TV and radio, ITV, Sky and in the national papers and their websites, Dan leads a team of journalists and communications folk who spend their days researching and reporting on problems faced by UK broadband, TV and mobile customers both on an individual and macro level.

Dan campaigns on many issues currently facing consumers of broadband, TV and mobile products in the UK. These include, but are not limited to: Rural broadband provision; mobile coverage; broadband, TV and mobile customer contract issues; broadband and mobile broadband speeds; switching and money-saving; infrastructural challenges; pricing, changes and structures; shifts in technology and the marketplace; telecoms regulation, policy and law; fines, adjudications and policy changes; mergers and closures of UK providers; annual financials and more.

Dan has advised Ofcom on issues surrounding service quality. He also administers and adjudicates the yearly Broadband Service Quality Awards and sits on the panel of judges for the Internet Service Providers Association annual awards.

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