69% of broadband users suffered connectivity issues in 2020, reveals survey

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1st April 2021 16:37 - Telecommunications

69% of broadband users suffered connectivity issues in 2020: A survey of broadband users has found that nearly seven in 10 experienced connectivity issues with their broadband service during 2020; the year the world first grappled with the impact of Covid-19.

The research by consumer group, Which? polled 4,478 nationally representative UK adults asking them about their experiences with their broadband ISP throughout the pandemic.The research was conducted between 14 December 2020 and 6 January 2021.

The survey found that due to Covid-19 and working from home, seven in 10 people had used their connection more, with nearly two-thirds saying their use increased substantially.

It also found that the proportion of people experiencing 'connectivity' problems throughout the year (69%) was 'significantly higher' than in 2019, although no figure was attributed.

Almost six in 10 (59%) said they experienced 'very slow speeds', while more than half (53%) said their connection frequently dropped. Nearly half of the survey participants said they had been left without a connection for more than a day (48%), while a similar number said they lost connection for more than an hour (44%).

The survey also revealed the best broadband provider, with Zen Internet taking the top spot with a satisfaction score of 70% (although it must  be noted that this was a significant drop from its score the previous year - 84%). The ISP was however ranked significantly higher than its major rivals BT, Sky, TalkTalk and Virgin Media, which supplied nine in 10 households in the UK.

Zen Internet Research

In a separate piece of research by Zen Internet, the company revealed that internet use in the UK rose by 78% during the first national lockdown in 2020 due to Covid-19.

Figures from Zen revealed that traffic to BBC sites more than tripled, while traffic to Netflix and Amazon Prime Video more than doubled - compared to a rise of just 28% the year before.

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