Consumers let down by broadband speed and performance: ACCAN

Says consumer’s experience of broadband services is limited by factors outside of their control or visibility

Broadband speeds and performance are leaving consumers disappointed with their services, according to a recent survey from the Australian Communications Consumer Action Network (ACCAN).

Findings showed that quality is the third most important factor for consumers in choosing a broadband service, behind price and monthly data allowance, yet consumers appear to be confused by the market.

The survey results revealed that respondents were split in their opinion on whether providers differ in the level of quality they offer, with 58 per cent of participants reporting they agreed with the statement, “You get the same speeds at home as advertised in your plan.”

ACCAN attributed consumer’s disappointment to the lack of reliable information on broadband quality for consumers, making it difficult to make the right choices when choosing a plan.

ACCAN chief executive, Teresa Corbin, said this confusion was reflected in the survey results as nearly 70 per cent of respondents reported that they had unsatisfactory experiences with their broadband services and the top reason given was slow speeds at some times of the day.

“This indicates that a consumer’s experience of broadband services is limited by factors which are outside of their control or visibility,” she added.

“Plans are commonly advertised on headline speed claims which may only be achievable in ideal test conditions and not what consumers should expect to obtain in real world everyday use. Claims are qualified with an elusive list of factors that can affect performance, but this is difficult for consumers to engage with or apply to their service,” Corbin continued.


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Tags australian communications consumer action networkaccanTeresa CorbinaMembers of Parliamentcanberra

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