Despite a broadband connection being considered a modern day essential, new Which? research reveals that 12.5 million households are frustrated with poor broadband services.
To help people to overcome their frustrations, the consumer champion is launching a new speed checker and complaint tool in a drive to get the UK better connected. Which? found that many people are plagued by poor connections, dropouts and slow speeds.
Which? research found that 16 million households – or six in 10 (59%) – experienced some kind of problem with their home internet connection in the last year with a huge 12.5 million – almost nine in 10 – frustrated as a result. Which? supporters said:
- “I am unable to carry out my postgraduate research on the internet with such slow and inconsistent broadband speeds – it’s affecting my education”
- “These days, broadband is as important as gas, water or electricity. Imagine only having 10% pressure on your water supply!”
- “It is really frustrating waiting for a website to load or waiting for a film to stream. If a provider claims to have a certain broadband speed they should provide the service.”
Which? found that four in 10 (38%) households who experienced internet connection issues have been completely stopped from carrying out one or more online activities as a result.
One in five (19%) households said that connection problems have had a negative financial impact on them and 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.
18-24 year olds are significantly more frustrated by poor broadband than any other age group.
To help consumers get better connected, Which? is today launching a new campaign to Fix Bad Broadband. Which? is calling on people to use our new speed checker to find out their actual broadband speed, complain if they’re not getting what they paid for and help us build a picture of the real speeds and problems people are experiencing across the country.
To use the speed checker, visit: www.which.co.uk/fixbadbroadband
The new speed checker will allow users to:
- Test performance: once broadband provider, expected speed and location details are submitted, the speed checker then tells you how your service is performing.
- Get advice: Which? is providing free tips to help consumers improve their speed and service quickly, without having to contact their provider.
- Complain: After checking their speed, if people aren’t getting the level of service they’ve paid for, they will be able to complain directly to their provider.
Alex Neill, Which? Managing Director of Home Services, said:
“With millions of us frustrated by bad broadband and stopped from doing the simplest of online tasks, we have launched a new, free tool to help people improve their connection.
“There is nothing more annoying than your internet cutting out when you’re streaming your favourite programme, or when you’ve spent ages filling your online shopping basket but your connection is too slow to get you to the checkout. Far too many people are experiencing problems with their broadband across the country and we want to help people to fix it.”
Notes to Editors
- To use the Which? speed checker visit > https://broadbandtest.which.co.uk/
- For more information about the Which? Fix Bad Broadband campaign, visit > www.which.co.uk/fixbadbroadband
- For advice on how to speed up your broadband, visit > https://www.which.co.uk/reviews/broadband-deals/article/speed-up-slow-broadband
- Which? research: Populus on behalf of Which? conducted a nationally representative online survey of 2,084 households between 21st and 22nd December 2016. Populus is a member of the British Polling Council and abides by its rules. 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.