{"id":25442,"date":"2021-01-07T09:07:46","date_gmt":"2021-01-07T09:07:46","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=25442"},"modified":"2021-01-07T09:07:55","modified_gmt":"2021-01-07T09:07:55","slug":"switching-study-claims-5-million-uk-people-overpay-for-broadband","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/01\/switching-study-claims-5-million-uk-people-overpay-for-broadband.html","title":{"rendered":"Switching Study Claims 5 Million UK People Overpay for Broadband"},"content":{"rendered":"

A new survey of 3,000 UK adults has estimated that around 5.38 million households who are out of contract with their current fixed broadband ISP have been discouraged from switching provider due to a lack of confidence in the process, which it’s claimed could result in related users “overpaying<\/em>” to the tune of \u00a3804m (total).<\/p>\n

The Uswitch<\/a> commissioned study, which was conducted between 9th and 14th December 2020 by Opinium, found that households whose broadband deals (i.e. first contract term discounts) had lapsed sit out of contract for an average of 19.75 months. The comparison site suggests that this means they end up paying \u00a3149 more than they should have in that time (this is based on an average additional payment for out-of-contract broadband customers of \u00a37.56 a month).<\/p>\n

The 5.38 million figure above appears to be based on the 19.5% of survey respondents who said they either couldn’t be “bothered with the hassle of switching<\/em>” or “worried about losing internet<\/em>” connectivity when switching to a new provider. Despite this it’s noted that almost half of consumers (49%) who had switched in the last 18 months found the process easier than they had expected, compared to only 10% who found it harder.<\/p>\n

Summary of Survey Results<\/strong><\/span><\/p>\n

— Some 22% have never changed their broadband ISP, and 10% don’t know when they last switched their contract.<\/p>\n

— 37% thought that switching would leave them without broadband for at least a day, but in fact 72% of households saw little or no loss of connection as they switched providers.<\/p>\n

— 36% found switching between providers on the same network (e.g. Openreach<\/a>’s platform) lost their connection for any period of time. Meanwhile 51% of consumers who changed broadband networks, such as when moving between Openreach<\/a>, Virgin Media<\/a>, Gigaclear<\/a> or Hyperoptic<\/a>, suffered a loss of internet during the switch, making them 42% more likely to lose connection.<\/p><\/blockquote>\n

On the issue of “overpaying<\/em>,” it’s important to remember that price alone isn’t the only deciding factor and consumers also tend to consider other aspects, such as service and support quality or value-added extras (some features may not be found on rival ISPs), which isn’t reflected in this survey. Suffice to say, if your current provider has continued to deliver a good service then you’re far less likely to consider switching away.<\/p>\n

Equally the survey fails to establish how many consumers may have alternatively haggled for a lower price, or even been offered a lower price automayically, to stay with their existing provider (Retentions \u2013 Tips for Cutting Your Broadband Bill<\/a><\/strong>). Ofcom<\/a>’s new system of end-of-contract notifications<\/strong><\/a> arguably makes existing customers much more likely to try this approach, rather than switch, unless they’re unhappy with their ISP for other reasons.<\/p>\n

In any case, the good news is that Ofcom<\/a> are already preparing to unveil an improved switching process (here<\/a>), which among other things will aim to make it both quicker and easier to migrate between UK ISPs on physically separate network platforms (e.g. Openreach<\/a> based FTTC<\/a> to Cityfibre<\/a> based FTTP<\/a> etc.). The rapid rise in coverage by alternative networks (altnets) makes this change essential for the market.<\/p>\n","protected":false},"excerpt":{"rendered":"

A new survey of 3,000 UK adults has estimated that around 5.38 million households who are out of contract with their current fixed broadband ISP have been discouraged from switching provider due to a lack of confidence in the process, which it’s claimed could result in related users “overpaying” to the tune of \u00a3804m (total).<\/p>\n","protected":false},"author":1,"featured_media":25443,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36,34],"class_list":["post-25442","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ofcom-regulation","tag-statistics"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nSwitching Study Claims 5 Million UK People Overpay for Broadband - ISPreview UK<\/title>\n<meta name=\"description\" content=\"A new survey of 3,000 UK adults has estimated that around 5.38 million households who are out of contract with their current fixed broadband ISP have been\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2021\/01\/switching-study-claims-5-million-uk-people-overpay-for-broadband.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Switching Study Claims 5 Million UK People Overpay for Broadband - 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