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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.

Date Published: 26/01/2018

Categories: Public and communities | Technology & Telecoms | UK

Client: Citizens Advice


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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