{"id":25537,"date":"2021-01-14T11:56:10","date_gmt":"2021-01-14T11:56:10","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=25537"},"modified":"2021-01-14T11:56:10","modified_gmt":"2021-01-14T11:56:10","slug":"survey-claims-uk-people-are-wary-of-smaller-broadband-isps","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/01\/survey-claims-uk-people-are-wary-of-smaller-broadband-isps.html","title":{"rendered":"Survey Claims UK People are Wary of Smaller Broadband ISPs"},"content":{"rendered":"

A new Censuswide survey of 2,000 UK people, which was commissioned by comparethemarket.com<\/a> (vested interest), claims to have found that there is a “lack of competition<\/em>” in the broadband ISP market (81% of UK households only take a service from the “Big Four<\/em>“) and 26% fear smaller ISPs might not be as good.<\/p>\n

The survey noted that 78% of households had not switched ISP in over a year (hardly surprising, since most contracts these days run to 18-24 months), although 34% of non-switchers admitted to never having changed provider in their lifetime (sadly we don’t get a split by age as that may show different trends) and 17% consider it too much hassle to switch.<\/p>\n

NOTE:<\/strong> By “Big Four<\/em>” the survey means BT<\/a>, Sky Broadband<\/a>, Virgin Media<\/a> and TalkTalk<\/a>.<\/div>\n

Despite this, some 22% of those who use one of the big ISPs described their connection as merely ‘OK’ or ‘poor’ during the pandemic. Meanwhile 20% also believe they have been overcharged by their provider when their contract came to an end in the past.<\/p>\n

The good news is 82% say that they could be persuaded to switch to a smaller, lesser-known provider – “particularly if the service was cheaper or better quality<\/em>.” Indeed 55% of those who had changed provider did so with the aim of saving money, while 36% switched due to issues with speed and a poor connection.<\/p>\n

However, there is scepticism among some broadband customers towards lesser-known ISPs, as 26% could not be convinced to switch away from a traditional supplier, expressing concerns around smaller firms\u2019 ability to deliver the same standard of service. Other sticking points include financial stability, with 18% worried that smaller players are at risk of collapse, while 12% do not trust their security measures, or simply expect them to be acquired by the industry giants.<\/p>\n

Rural connectivity also proves to be a problem from lesser-known broadband providers, as one in six (16%) of those who would not switch to a smaller supplier say they do not operate in their area.<\/p>\n

A Different Perspective<\/strong><\/span><\/h3>\n

On the subject of competition, it’s worth noting that the UK is home to one of the largest and most aggressively competitive markets for domestic grade home broadband services in the world. Hundreds of providers exist in this sector and there is now a rapidly growing number of alternative network platforms too. If anything, in today’s market the problem is less a lack of competition and more the risk of it becoming too confusing.<\/p>\n

Similarly, smaller ISPs tend to cost more as they lack the same economies of scale as the big boys, which means that they rarely engage in the same sort of aggressive discounting (with some exceptions). On the flip side when we look at reviews on our site, as well as third-party surveys, then we tend to see smaller providers (e.g. Zen Internet<\/a>, IDNET<\/a>, Andrews & Arnold [AAISP], Aquiss<\/a>, Hyperoptic<\/a> etc.) being much more highly rated than their bigger rivals.<\/p>\n

However, smaller players rarely end up providing full support for Ofcom<\/a>’s various voluntary codes of practice (consumer protection measures), such as those for automatic compensation and broadband speeds. Often these would be too expensive for them to implement, although providers in this boat may feel as if their approach to customer support is already able to do something similar.<\/p>\n

Nevertheless, there’s clearly a perception problem that has yet to be fully overcome and we suspect, as the level of choice continues to grow, then this may get worse before it gets better due to consumer confusion. Meanwhile the risk of focusing on price alone is that you foster a race to the bottom, as everybody cuts prices to stay competitive, albeit possibly at the cost of quality or support (i.e. adequate investment in future upgrades).<\/p>\n","protected":false},"excerpt":{"rendered":"

A new Censuswide survey of 2,000 UK people, which was commissioned by comparethemarket.com (vested interest), claims to have found that there is a “lack of competition” in the broadband ISP market (81% of UK households only take a service from the “Big Four“) and 26% fear smaller ISPs might not be as good.<\/p>\n","protected":false},"author":1,"featured_media":25538,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[34],"class_list":["post-25537","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-statistics"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nSurvey Claims UK People are Wary of Smaller Broadband ISPs - ISPreview UK<\/title>\n<meta name=\"description\" content=\"A new Censuswide survey of 2,000 UK people, which was commissioned by comparethemarket.com (vested interest), claims to have found that there is a "lack\" \/>\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\/survey-claims-uk-people-are-wary-of-smaller-broadband-isps.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Survey Claims UK People are Wary of Smaller Broadband ISPs - 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