Citizens Advice Highlights UK Business Broadband Reliability Concerns

A recent study of 2,000 small firms by the United Kingdom’s Citizens Advice Bureau has revealed that, over the past 12 months, some 30% of small businesses have experienced problems with their phone and broadband services.

The research also found that almost a quarter of all small businesses have complained to their ISP about service problems, with some 92% of complaints focusing on issues with connection stability and or a total loss of service. Unsurprisingly 3 in 10 businesses are now concerned about unreliable broadband.

Problems like the ones mentioned above can also be especially common in areas like rural Scotland, where around 50,000 of small enterprises are based, because such locations are often more prone to broadband connectivity problems (usually due to the combination of older infrastructure, longer copper lines and slower fix times).

Gillian Guy, CEO of Citizens Advice, said:

“Poor broadband services are costing small firms business. Many are using the internet to communicate with customers, place orders for stock and shop around for the best priced supplies. A reliable broadband service is essential for firms to be able to operate.

While access to finance continues to be a worry for some firms, it is the cost of running equipment and lighting offices that is a more common concern as firms fear prices are only going to go up.

Britain is enjoying a surge in entrepreneurialism but all too often the needs of small businesses fall through a gap. They don’t have the consumer protections that households have and haven’t the negotiating power of big business. This is why regulators and business groups need to make sure small firms are able to thrive and aren’t at a disadvantage. Citizens Advice will be working to make sure small businesses have the protections and help they need to get the best from the markets and services that are essential for their businesses.”

It’s worth pointing out that Ofcom are currently investigating broadband provision for SME’s (here and here) and this may be followed by additional proposals over the coming year.