Poor internet performance drives broadband churn in the UK finds new report

Seven people a minute in the UK change their broadband contract due to poor internet performance, new research has found.

Huge numbers of these workers suffer regular issues with their internet, leaving their employers, colleagues and customers frustrated.

The research by Airties, the technology company that commissioned the study, found that price was not the main driver of change.

In fact most ended up paying the same or more after switching, with nine in ten respondents in the report saying they would be prepared to pay £5 to £10 more for premium wi-fi quality.

Instead half of UK switchers (49%) said they left because of poor broadband experience, with many citing issues such as video freezing, slow browsing and unreliable video calls.

The report, The Hidden Cost of Broadband Churn: Avoidable Value Destruction, estimates churn costs operators £9 billion in lost revenue every year.

Metin Taskin, chief executive at Airties, said: ‘Churn isn’t an unavoidable cost of doing business, it’s a solvable problem.

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Cat Eccles, Labour MP for Stourbridge, said: 'We all know the importance of wi-fi for our lives, but too often working people are let down by poor connectivity and infrastructure issues.

“It is unacceptable that so many are still plagued by internet problems.

“Fixing this must be a top priority for Labour as we seek to improve the UK's economic growth.”
Shaun Davies, Labour MP for Telford, added: “Residents and businesses across Telford have told me that our town’s mobile and broadband connectivity simply isn’t good enough.

“Reliable, high-quality connectivity and affordable access is not just about helping people stay in touch, it’s vital for economic growth and competitiveness and key to how we access public services.”
“Better connectivity will mean stronger businesses, greater opportunities and a more connected community for everyone who lives and works here.