Citizens Advice Telecoms Polling

Transcription

1 Citizens Advice Telecoms Polling ComRes interviewed, British adults online between th and th January 0. Data were weighted to be demographically representative of all GB adults by age, gender, region and socioeconomic grade. ComRes is a member of the British Polling Council and abides by its rules. All press releases or other publications must be checked with ComRes before use. ComRes requires hours to check a press release unless otherwise agreed. For information about commissioning research please contact info@comresglobal.com or call + (0)0 0. REPUTATION COMMUNICATIONS PUBLIC POLICY Four Millbank London SWP JA T. + (0)0 0 RondPoint Schuman / Schumanplein Box 00 Bruxelles T. + (0) /F Raffles City No. Xi Zang Middle Road HuangPu District Shanghai 0000 China T. + (0)

2 Table Q. To what extent do you agree or disagree with the following statements? Summary Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page My mobile phone service is good value for money My broadband service is good value for money If I have a problem with my broadband, I can trust my provider to resolve the problem quickly If I have a problem with my mobile service, I can trust my provider to resolve the problem quickly Decisions made by the government on mobile and broadband issues generally take into account the interests of ordinary service users as well as telecoms companies NET: Agree 0 Strongly agree () 0 Tend to agree () 00 0% Tend to disagree () 0 Strongly disagree () 0 NET: Disagree 0 0 Don't know %

3 Table Q. To what extent do you agree or disagree with the following statements? My mobile phone service is good value for money Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Agree CDEF CDf 0 0 IJ Strongly agree () L L Ln Tend to agree () 0 CDe C 0% Ij MNO 00 0 Tend to disagree () 0 0 gh GH 0 GH GH 0 K K MO o 0 0 Strongly disagree () 0 0 G g g NET: Disagree 0 0%GH GH GH GH K 00 K mo 0 0 0% DE 0 e DE DEF IJ LMN Don't know FG g FG k p def.0df...0ij..0l.l.0l Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

4 Table Q. To what extent do you agree or disagree with the following statements? My mobile phone service is good value for money Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Agree EHm eh Strongly agree () dbgkm 0% 0 begjklm 0 0% Tend to agree () 0 0% h 0 00 h h Tend to disagree () FIl 0 0 Strongly disagree () 0 0 e NET: Disagree 0% i 0% 0 AbeFgJKLm K Don't know 0 f 0 F AFL bKm..0.0k Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

5 Table Q. To what extent do you agree or disagree with the following statements? My broadband service is good value for money Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Agree 0 c 0 C C C CDEFG 0 IJ 0 0% Strongly agree () 00 0 Df cdf cdf Ij 0 l L 0 L Tend to agree () 00 0 C 0 0%C CEg 0% mo 0 Tend to disagree () 0 0 NO 0 0 Strongly disagree () h 0 h 0 k K 0 0 NET: Disagree 0 0% 0% 0 0% 0 0% o 0% DEFGH gh h JK 0 0 L Don't know 0 A EFGH FGH fgh h h JK K 0 P CDF..0.IJ....L Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

6 Table Q. To what extent do you agree or disagree with the following statements? My broadband service is good value for money Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Agree 0 k k BgK 0 bk k k 0 K Strongly agree () djkm j 0 Jkm JKm jk Tend to agree () b 0%b 0 b 0% 0 Bk 0 0 0% Tend to disagree () H H h 0 H H H H Hl H H Strongly disagree () f 0 0 Fjl NET: Disagree h defhl 0 H 0 h 0 0%h 0 aefhjl H 0 Gm G G G Don't know 0 f 0 f..k...bkm.bjkm..bkm....k Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

7 Table Q. To what extent do you agree or disagree with the following statements? If I have a problem with my broadband, I can trust my provider to resolve the problem quickly Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Agree C CDe CDE 0%CDE I 0 0%IJ 0 0%LMN 0 Strongly agree () 0 D 0 D CDf CDEF 0 0 I 0 IJ L 0 LM Tend to agree () Cde 0 0%C 0 Cde I I mn 0 Tend to disagree () b 0 fgh GH 0%gH 0 jk K O O O 0% 0% Strongly disagree () FgH FgH 0 0 JK 0 0 NET: Disagree 0 B FGH 0%FGH fgh 0 JK K O O O EGH eh eh JK 0 L l 0 Lm Don't know 00 a h h K 0 o......cd.cd.0cde.cdef..i.ij...l.lmn Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

8 Table Q. To what extent do you agree or disagree with the following statements? If I have a problem with my broadband, I can trust my provider to resolve the problem quickly Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Agree 0 KM bhjkm 0 Km 0 Km Km Strongly agree () ijklm 0 Tend to agree () 00 K 0% ehkm Km Tend to disagree () AbEFGHIjL g Strongly disagree () l 0 l NET: Disagree 0 a 0 0 AEFGhijL 0 Al Fgm f f Don't know 00 Fi f f f..km...k.jkm.k.....k Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

9 Table Q. To what extent do you agree or disagree with the following statements? If I have a problem with my mobile service, I can trust my provider to resolve the problem quickly Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Agree 0 Strongly agree () 0 a DF df 0 df 0 l 0 Lmn Tend to agree () 0 0 0% Eh 0% % 0 Tend to disagree () B 0 fgh 0 H K k MNO 0 Strongly disagree () 0 0 g GH g G g K 0 NET: Disagree b 0 0 GH GH GH K K 0 0%MNO E E DEf cdef IJ 0 LmN Don't know Cd Cd c CD I I...a cDEF.D...IJ..L.L.0LM Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

10 Table Q. To what extent do you agree or disagree with the following statements? If I have a problem with my mobile service, I can trust my provider to resolve the problem quickly Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Agree 0%BM 0% b m 0%BhM BhM 0 m m M M 0% Strongly agree () 0 lm abijklm Tend to agree () 0 bhm 0% 0% bhm 0 hm 0 bhm Tend to disagree () 0 agh gh Strongly disagree () dafgjl 0 0 fj FJ FJ 0 fj AFJl NET: Disagree a a ag 0 Ag 00 a Ag Don't know efk 0 ef efkl 0 aefgikl..bkm....0biklm.00bklm.m.0.bm Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

11 ONLINE Fieldwork: thth January 0 Table 0 Q. To what extent do you agree or disagree with the following statements? Decisions made by the government on mobile and broadband issues generally take into account the interests of ordinary service users as well as telecoms companies Base: All respondents Page 0 Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Agree B 0%EFGh F Jk NO 0 Strongly agree () 0 b 0 H 0 Q Tend to agree () 0% B EFG ef 0 0 ef J 0%j mno 0% 0 P Tend to disagree () 0 B 0 0 0% 0 D cde cde i Ij 0 Strongly disagree () B C CDH C 0 Ik 0 NET: Disagree B 0 CDe CDe CD I I A DEFGH 0 j Ln 0 LN Don't know 0% A cgh Gh 0% k k l L l 0....eFGH.Fg.f.0..0F.JK Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

12 ONLINE Fieldwork: thth January 0 Table Q. To what extent do you agree or disagree with the following statements? Decisions made by the government on mobile and broadband issues generally take into account the interests of ordinary service users as well as telecoms companies Base: All respondents Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Agree B b b b 0 b b 0 b Strongly agree () J j 0 J j bj j Tend to agree () 0% 0 0% 0 0% 0 0% Tend to disagree () 0 0 DGHK DfGHjKl 0 0 Strongly disagree () 0 A A AFHIKL A Ah 0 0 a A a A Ah NET: Disagree DaFgHKl Hk 0 0% 0 h e Don't know 0% 0 0 0% 0 0%..0dBEJM..b..bE..BEjm.e..BE.BE Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

13 Table Q. Which of the following best describes the mobile phone package you personally use? Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Use a mobile phone %GH 0 00%GH 00%fGH gh 00%K K 0 O O O 00% Pay as you go 0 c CDe CDEf 0 CDEFG I IJ LMN 0 P Simonly contract 0 B 0 0 e 0 de e E 0%MNO 0 O Pay monthly contract a combined contract for the payment of your mobile device and the cost of your data, calls and texts 0% A FGH FGH FGH 0 GH JK K 0 O O 0 0% Split contract two separate contracts from the same provider: one for the payment of your mobile device and one for the cost of your data, calls and texts CFH H H K mo Q Other EH 0 0 o Q I do not use a mobile phone e CDEf CDEF IJ LMN 0 Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

14 Table Q. Which of the following best describes the mobile phone package you personally use? Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Use a mobile phone % 0 0 hi Pay as you go 0 0 0%dfIK fik 0 i 0 ik 0% IK IK 0 IK Simonly contract 0 AB ABL ab b 0 ABEHjL 0 ab ABEHjL b 0 AB Pay monthly contract a combined contract for the payment of your mobile device and the cost of your data, calls and texts gjm 0 0% Split contract two separate contracts from the same provider: one for the payment of your mobile device and one for the cost of your data, calls and texts 0 im 0 im 0 i Other Dfi I do not use a mobile phone k k Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

15 ONLINE Fieldwork: thth January 0 Table Q. Is your mobile device a smartphone? A smartphone is a phone which is internetenabled and on which you can easily access s, download files and applications as well as view websites and generally surf the internet. Popular brands of smartphone include BlackBerry, iphone and Android phones such as the Samsung Galaxy S. Base: All who use a mobile phone Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Yes 0 DEFGH FGH 0 FGH GH H JK K O 0 0%O 0%O No c Cd CDE CDEF CDEFG I IJ LMN 0 Don't know 0 Ef J l L L Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

16 ONLINE Fieldwork: thth January 0 Table Q. Is your mobile device a smartphone? A smartphone is a phone which is internetenabled and on which you can easily access s, download files and applications as well as view websites and generally surf the internet. Popular brands of smartphone include BlackBerry, iphone and Android phones such as the Samsung Galaxy S. Base: All who use a mobile phone Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Yes 0 ABFGHIJKLM 0%gJ 00 BGiJLm No E EK E Ek E Ek aefk E EK E Don't know J fjkl j Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

17 Table Q. Which of these fixed broadband services, if any, does your household have? Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Have broadband 0 B 0 C C Cd 0 CD 0 I I 00 MO 0 0% Standard broadband Broadband through a phone line or cable service which is not superfast, so the download speed is less than 0MB/second 0 0%cDf 00 CDEFG IJ 0 0% Superfast broadband A premium service that delivers higher speeds so the download speed is 0MB/ second or higher (sometimes known as Fibre) 00 B 0 0 MnO Ultrafast broadband the download speed is 00MB/second or higher 0 b H H 0 H H 0 H K K 0 0 LM lm None of these I have access to the internet at home but not through broadband 0 C C C C 0 C 0 LMN None of these I do not have access to the internet at home 0 cegh K N n Q Don't know A DEFGH 0 JK L L L 0 Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

18 Table Q. Which of these fixed broadband services, if any, does your household have? Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Have broadband k ehkl 0% 0 k 0 0% ehkl hk Standard broadband Broadband through a phone line or cable service which is not superfast, so the download speed is less than 0MB/second 0 deikl defikl 0%L 0 eikl EFhIKL Superfast broadband A premium service that delivers higher speeds so the download speed is 0MB/ second or higher (sometimes known as Fibre) 00 0 h 0 H H Hkm 0 Ultrafast broadband the download speed is 00MB/second or higher 0 b BJM BJM ABgJM BJM bj None of these I have access to the internet at home but not through broadband F f F F f None of these I do not have access to the internet at home HjM hm Don't know b abij ABIJm abij 0 b Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

19 ONLINE Fieldwork: thth January 0 Table Q. Do you buy any of the following services together as part of a bundle with the same provider? If yes, please select all the services included in the bundle. Base: All respondents Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Landline phone service 0 C CD 00 CDe 0 CDEF CDEF 0 0% 0%I IJ m 0 m Fixed broadband internet 0 C CD 0%CD 0 CD CDEFG I IJ 0%m p Pay Television (i.e. Sky, TV, BT Sport etc.) 0% B 0 0% 0 0 CdGH h 0 IK 0% 0 Mobile phone contract 0 B 0 Other Ln No I don't buy any of these services as part of a bundle 00 0 DEFGH efgh GH Gh 0 JK K lno N/A I do not use any of these services A EfGH JK 0 Don't know 0 A 0 DEFGH efgh 0 0 JK Lo 0 Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

20 ONLINE Fieldwork: thth January 0 Table Q. Do you buy any of the following services together as part of a bundle with the same provider? If yes, please select all the services included in the bundle. Base: All respondents Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Landline phone service 0 DfhK DfhK K K K K 0 K FgHKm 0%K K Fixed broadband internet 0 DFhKM 0 fkm 0 Pay Television (i.e. Sky, TV, BT Sport etc.) 0% 0 0 j 0% ajm J 0 0%J AbFgJKM AfJkM 0 0% J J Mobile phone contract 0 BJLM bjlm bj Other j j J No I don't buy any of these services as part of a bundle l 0 L L 0 L AHIL L N/A I do not use any of these services a A Don't know 0 0 ab Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

21 ONLINE Fieldwork: thth January 0 Table 0 Q. On average, approximately, how much do you spend as a household on telecommunication services each month? This is the total amount you think your household spends on mobile phones, landline, pay TV (for example Sky TV, but excluding TV Licence Fee), fixed home broadband and mobile broadband. Base: All respondents Page 0 Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Nothing (0) a 0 EFH FH f F JK L 0 (0) 0 eh j 0 (0) B 0 0% 0 CDFG 0 Ij 0 LmN 0% 0 (0) e 0 j (0) c CDh Cd C C Ik I q 00 (0) o 00+ (00) 0 A H 0 CdgH IK M 0 m 0 Don't know 0 A DEFGH EFGH JK 0 lo 0...A..0.CH 0.CDGH...0.IK..00MO.0.MO Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

22 ONLINE Fieldwork: thth January 0 Table Q. On average, approximately, how much do you spend as a household on telecommunication services each month? This is the total amount you think your household spends on mobile phones, landline, pay TV (for example Sky TV, but excluding TV Licence Fee), fixed home broadband and mobile broadband. Base: All respondents Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Nothing (0) 0 (0) 0 0 h 0 0 h 0 h 0 (0) l jkl 0% 0 (0) 00 e 0% 0 aegim e aegim 0 (0) bg bgjl g (0) 0 l AfkL L l 00+ (00) 0 i ei Don't know a 0 a a 0 A a a i.ik..i Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

23 Table Q. Have you changed your broadband or mobile phone provider in the past months? Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Changed broadband provider 0 efgh EFGH FGH H JK K 0 O O o 0 Yes I changed my broadband provider when moving home b EFGH EFGH FGH GH JK 0 K no no O 0 p Yes I changed my broadband provider (for another reason not when moving home) fh 0 FGH fh 0 JK k 0 Yes I changed my mobile phone provider 0 fgh gh GH H K K No I have not changed my mobile phone provider in the past months 0 C c C C CE Ij O 0 O No I have not changed my broadband provider in the past months 0% Cd 0%CDE CDEF CDEF 0 I 0 IJ 0 0%lMN 00 0% NET: Not changed 0 0 Cd CDE CDEf CDEF 0 I IJ Lm I do not use these services 0 EFGH efgh GH 0 H JK K Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

24 Table Q. Have you changed your broadband or mobile phone provider in the past months? Base: All respondents Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Changed broadband provider 0 Gj 0 BGHIJkL 0%GJ 0 Gj 00 0%GiJ Yes I changed my broadband provider when moving home J b BJ j j 0 j 0 0 abfghij BfghiJ bj Yes I changed my broadband provider (for another reason not when moving home) GkL g GiKL GiKL 0 0 GkL Yes I changed my mobile phone provider 0 No I have not changed my mobile phone provider in the past months abflm No I have not changed my broadband provider in the past months E E 00 e E E 0 E 0 E E Ef E NET: Not changed 0 e 0 E I do not use these services daflm Fm F 0 Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

25 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Summary Base: All who have broadband Page Streaming video Streaming audio Paying bills/ online banking Browsing web pages Sending and receiving s Uploading photos Always Regularly 00 Occasionally 0% Never 0 0% 0 I tend not to do this 0

26 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Streaming video Base: All who have broadband Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Always 0 B 0 efgh FGH fgh H h JK K Regularly B 0 EFGH EFGH 0 GH GH h JK K 0 0 O o 0 O 0 Occasionally 0% 0 b GH GH GH GH 0 H K K 0 MO 0 Never B ch H H ch I tend not to do this A CD CDE CDEF CDEFG 0 I IJ LN 0 LMN 00 Q Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

27 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Streaming video Base: All who have broadband Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Always 0 0 Jl aijl Jl j Jl Regularly afg 0 0 AFGhJl Occasionally 0% 0% 0 0 0% Never 0 I tend not to do this ek 0 0 aek 0 0 ek Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

28 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Streaming audio Base: All who have broadband Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Always b 0 0 EFGH EFGH H gh JK K O 0 Regularly efgh FGH FGH GH 0 JK K O Occasionally 0 b GH gh 0 dgh DGH 0 H 0 K 0 IK O 0% 0 Never 0 B H 0 H 0 H H H 0 K K 0% I tend not to do this 0 A 0 CD 0 CDE CDEF 0%CDEFG 0%I IJ l 00 LMN Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

29 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Streaming audio Base: All who have broadband Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Always JL JL 00 0 FGIJKLm 0 JL jl JL jl Regularly Agh 0 a AGh A Occasionally 0 m 0 M 0% Never 0 k 0 0% 0 0% 0 I tend not to do this 0 e e 0 E E e E aehk 0%E E Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

30 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Paying bills/online banking Base: All who have broadband Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Always 0 0 gh GH GH gh K K q Regularly EFGH FGH FGH H JK K Occasionally 0 0 H 0 CH CdGH H IK 0% 0 Never 0% 0 0 CDEF 0%CDEFg IJ 0% 0 0 I tend not to do this A 0 d CDEF 0 CDEF i IJ LmN Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

31 ONLINE Fieldwork: thth January 0 Table 0 Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Paying bills/online banking Base: All who have broadband Page 0 Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Always 0 JL djlm JLm Jl j Jl j JL 0 Regularly 0 A AE Ae 0 AE a AE AE Ae Occasionally 0 i 0 afghijk 0 0% 0 i I 0 hi Never 0% 0% 0% BEK bek 0 0% I tend not to do this 0 0 Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

32 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Browsing web pages Base: All who have broadband Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Always B 0 GH GH gh 0 GH H K K 0 Regularly FGH 0 FGH FGH JK K Lm 0 Occasionally 0 A 0 C CD 0 Cd C 0% I I 0 Never B 0 cdef CDEF 0 0 IJ 0% 0 I tend not to do this 0 F F 0 Fg F Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

33 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Browsing web pages Base: All who have broadband Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Always J 0 aijl j j j j Regularly a AegLm AL AeL 0 Occasionally 0 h h 0 h h 0 0 0% 0 0 Never be b BEk 0%be Be 0 be I tend not to do this a a a a a a a Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

34 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Sending and receiving s Base: All who have broadband Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Always 0 B gh GH 0 H H K K 0 Regularly 00 FGH 00 FGH FGH h JK K Occasionally 00 A D CDH D d I I 0 0 Never CdEF CDEFG 0 IJ 0% 0 I tend not to do this A FGH Fg FG f JK 0 0 Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

35 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Sending and receiving s Base: All who have broadband Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Always 0 J J j J J J Regularly 00 A A A A 0 A A 0 A Occasionally 00 0% 0 Never 0 bk 0% bk BK 0 bk I tend not to do this a a a A A a Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

36 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Uploading photos Base: All who have broadband Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Always EFGH efgh 0 GH H JK K 0 o O Regularly FGH 0 FGH FGH H JK K O 0 o 00 Occasionally 0 0 a H H 0%GH CDEGH K IK 0 0% 0 0 0% Never 0% 0 CdEF F 0 ij 0 0% I tend not to do this D CDE 0%CDEF CDEFG 0 I IJ 0 l 0 0%LMN 0 Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

37 ONLINE Fieldwork: thth January 0 Table Q. How often, if at all, are you unable to carry out the following tasks due to the speed or reliability of your home internet connection? Uploading photos Base: All who have broadband Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Always j dajl AfgiJL J J J J J j J Regularly 0 aegim 0 Occasionally fhi 0 0 0% 0 fi Never 0%k 0%k 0% 0% 0 0%k bk I tend not to do this e E 0 E E e El E Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

38 Table Q. In the past twelve months have you experienced a total loss of broadband service? Base: All who have broadband Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: Experienced total loss of broadband 00 DEFGH gh 0 GH gh 0 K K 0 0 Yes lasting less than a day 0% 0 0% 0 GH k K 0% 0% 0% Yes lasting between one to two days DEFGH FH FH H 0 JK 0 0 o 0 o Yes lasting two to four days 0 g O Yes lasting five days to a week H 0 k 0 l Yes lasting between one week and two weeks Dh 0 0 M M m Yes lasting more than two weeks h k 0 No, I have not experienced a total loss of broadband service in the past twelve months 0% C C C CDEF CDEF i IJ 0 0% 0 0% Don't know/ can't remember 0 GH gh 0 K l Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

39 Table Q. In the past twelve months have you experienced a total loss of broadband service? Base: All who have broadband Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: Experienced total loss of broadband DBeFGHJM 0 0 f BEFGHiJLM Yes lasting less than a day 0% Befgm 0 0%b 0 B Befgm b 0% Yes lasting between one to two days 0 J fjm j j J J J afghjlm J j Yes lasting two to four days Hj H h h BFGHIJ HJ Hj Yes lasting five days to a week jl Yes lasting between one week and two weeks j Yes lasting more than two weeks a Ah No, I have not experienced a total loss of broadband service in the past twelve months k 0 K K ak ak ak 0 K 0 ak 0% K K Don't know/ can't remember 0 Al a 0 A 0 a A Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

40 ONLINE Fieldwork: thth January 0 Table Q.0 In the past twelve months have you contacted your broadband provider because your service was slow or had stopped working entirely? Base: All who have broadband Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: All with broadband issues 0 DEFGH H GH H h K K 0%O 0%o 0% 0% NET: Contacted broadband provider H H H h 0 h 0 0% K 0 K 0 Yes, I contacted my broadband provider because I experienced slow service 0% 0% 0% 0 efgh H H 0%H 0 h jk K 0 0 q 0% Yes, I contacted my broadband provider because my broadband stopped working entirely 0 h H h h 0 k 0% 0 No, I did not contact my broadband provider but I did experience slow service defgh H H jk k o 0 No, I did not contact my broadband provider but my internet did stop working entirely 0 g g 0 NET: Did not contact broadband provider 0 DEFGH h 0 K K No, and I have not had any issues with my broadband service 0 C C C 0 CE CDEFg 0 IJ 0% 0% 0 Lm 0% 0% Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

41 ONLINE Fieldwork: thth January 0 Table 0 Q.0 In the past twelve months have you contacted your broadband provider because your service was slow or had stopped working entirely? Base: All who have broadband Page 0 Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: All with broadband issues 00 0 fh h 0 0 AbFGHJLM NET: Contacted broadband provider J b 00 0 BfGHJ 0 ABeFGHJLM bghj J Yes, I contacted my broadband provider because I experienced slow service 0% 0% 0% 0% 0 j 0 0% BFGhiJl Yes, I contacted my broadband provider because my broadband stopped working entirely Gj 0 BEFGHJlM ABEFGHJLM g No, I did not contact my broadband provider but I did experience slow service 0 FlM FlM FhIkLM 0 No, I did not contact my broadband provider but my internet did stop working entirely il fhikl 0 NET: Did not contact broadband provider 0 0 0%DFhIkLM film film 0% 0 FILM 0 No, and I have not had any issues with my broadband service K k 0 0 ek K eik K 0 K K Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing

42 ONLINE Fieldwork: thth January 0 Table Q. Thinking of the last time you complained to your broadband provider, which of the following options best describes the outcome of that complaint? Base: All who have complained to their broadband provider Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) The issue was resolved to my satisfaction in a reasonable manner 0% 0 0% 0%Cd 0%Cd 0 CD CDef 0%I Ij l 0 00 The issue was resolved to my satisfaction but only after a struggle or long delay 0 0% 0 0% 0 0 defgh H 0% 0 JK 0% 0 0 The issue is still ongoing but I have stopped trying to resolve it g I am still trying to resolve the issue FG k o 0 O 0 I resolved the issue by switching broadband provider H H h K L 0 L 0 L Other a cd I Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

43 ONLINE Fieldwork: thth January 0 Table Q. Thinking of the last time you complained to your broadband provider, which of the following options best describes the outcome of that complaint? Base: All who have complained to their broadband provider Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) The issue was resolved to my satisfaction in a reasonable manner 0%m 0 m BjKM 0%m abfjklm M The issue was resolved to my satisfaction but only after a struggle or long delay 0 0% gm 0 0 agim 0 The issue is still ongoing but I have stopped trying to resolve it FIk 00 FIk i fi I i 0%AFGIJKL I am still trying to resolve the issue G g I resolved the issue by switching broadband provider DeiL DeijL Other l il Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m small base; very small base (under 0) ineligible for sig testing

44 ONLINE Fieldwork: thth January 0 Table Q. Approximately how long did you spend trying to resolve the issue? Please include time spent trying to solve the problem yourself, contacting your provider and, for example, arranging a visit by an engineer. Base: All with a broadband issue Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Less than hour (0.) d 0%D CD 0 I 0 0%I 0 N Between and (.) hours 0% 0% 0%f F F F 0 F 0 0 j 0 0% Between and (.) hours 0 0 B 0 EfH 0 JK mo MO 0 Between and (.) hours B 0 gh gh K Between and () hours 0 h 0 H K 0 O Between and () hours 0 0 Q More than hours (0) P Don't know/ can't remember A l l H..h.0.0.K Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

45 ONLINE Fieldwork: thth January 0 Table Q. Approximately how long did you spend trying to resolve the issue? Please include time spent trying to solve the problem yourself, contacting your provider and, for example, arranging a visit by an engineer. Base: All with a broadband issue Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Less than hour (0.) 0% 0 0%k K 0 Between and (.) hours 0% 0 A ag a a AGh ABGHiM Between and (.) hours 0 f 0 FHIJl 0 F F Between and (.) hours DegjLM 0 elm Between and () hours 0 eg eg 0 EfGj 0 Between and () hours b BeFjKL More than hours (0) 0 Don't know/ can't remember a akl akl akl..e e..e..e Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m small base; very small base (under 0) ineligible for sig testing

46 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Summary Base: All with a broadband issue Page Ability to work / study Ability to keep in contact with family and friends Ability to pay household bills online (eg council tax, online banking) Ability to buy food and other household goods online NET: No /small 0 0% 0 No at all () 0% 0 0 0% Small () 0% 0 A fair amount of () 0 A great deal of () NET: Fair amount/great deal of Don't know

47 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to work / study Base: All with a broadband issue Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: No /small b 0 0 o No at all () B C C C Cd CDEf I IJ Small () DEFGH gh H 0%H 0 JK K 0 O 0 O o A fair amount of () 0 fgh gh gh H H K K 0 NO A great deal of () 0 GH GH GH GH 00 K 0 K O O O NET: Fair amount/great deal of GH GH GH 0 GH H jk K 0%NO no o 0 0% A CD 0 CD CDEF 0 CDEFG I IJ 00 L 0%LMN 0 Don't know EGH eh H 0 JK eFGH.GH.GH.0GH.H..JK.0K..NO.0O Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

48 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to work / study Base: All with a broadband issue Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: No /small km No at all () DeKLm k Kl K 0 k 0 0%Kl K Small () 0 0 A A 0%a 0% A 0%a ABFghJm Abf 0%a A fair amount of () 0 0 ahi i hi A great deal of () 0 f Fj afjm NET: Fair amount/great deal of 0 0 0% 0 AFghiJlM gik 0% 0 0% 0 K 0 K gik GIKL Don't know f Fjlm f a abfghijlm.0f Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m small base; very small base (under 0) ineligible for sig testing

49 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to keep in contact with family and friends Base: All with a broadband issue Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: No /small 0 0% 0% cde cde CDEf IJ O no 0 No at all () 0% CDE CDE 0 CDE 0%I IJ 0% 0% 0 Small () 0% 0 0 o O 0 0 0% 0% A fair amount of () 0 FGH FGH FgH JK M Mn A great deal of () 0 H H H H H 0 K K NET: Fair amount/great deal of FGH 0 FGH FgH JK K 0 m M Ch I 0 l L 0 Don't know gh GH h K k LM LM FGH.0FGH.FGH JK.K Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

50 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to keep in contact with family and friends Base: All with a broadband issue Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: No /small 0 0% 0 0% 0% HiKM hkm K 0 K No at all () 0% 0 0% 0 0% EfKm k k ek 0 ek Small () 0% 0 0% 0% aghijlm 0% 0 0% A fair amount of () g Gj g A great deal of () 0 F F 0 f f ef f f NET: Fair amount/great deal of FGJL fg 0 Don't know J J J j J J 0 J j fgjl..g Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m small base; very small base (under 0) ineligible for sig testing

51 ONLINE Fieldwork: thth January 0 Table 0 Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to pay household bills online (eg council tax, online banking) Base: All with a broadband issue Page 0 Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: No /small 0 cde 0 e CDE 0 0 0% Ij 0 O 0 no No at all () 0 0 0% 0% 0 ce cde CDE IJ 0 NO 0 0% Small () 0 0 h 0% k 0% o 0 0 0% A fair amount of () 0 FGH FGH fh H H 0 JK K m 0 m 0 A great deal of () 0 LM m NET: Fair amount/great deal of 0%fGH FGH 0%FGH h h JK 0 K 0 M M M 0 A D d D 0 D I 0 I l p Don't know GH GH 0 Gh K K l gh.fgh.fgh.h...k.k..m..m.m Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

52 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to pay household bills online (eg council tax, online banking) Base: All with a broadband issue Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: No /small BiKM BhiKM 0 No at all () 0 0% 0 K 0% 0 0% 0 k Small () bi A fair amount of () 0 0 AgjL a A great deal of () DFjL DFjL 0 l 0 l 0 NET: Fair amount/great deal of jl 0 L fjl l 0 Fkl Don't know ij ij j j.0..l fjl Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m small base; very small base (under 0) ineligible for sig testing

53 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to buy food and other household goods online Base: All with a broadband issue Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) NET: No /small 0 0% 0 0 E E 0 0% 0%o no 0 Q No at all () 0 0% B 0 cde de CDE 0 I O o Small () 0 A 0% gh K 0% 0 l 0% A fair amount of () 0 gh 0 fgh FGH K K 0 A great deal of () 0 0 GH GH 0 fgh H K K MO 0 mo 0 NET: Fair amount/great deal of 0 fgh FGH FGH H K K M m CDEF 0 CDEF IJ 0 LMN Don't know 0 gh H h h jk k 0 M.0...FGH.FGH.FGH.H...K.K....m Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

54 ONLINE Fieldwork: thth January 0 Table Q. To what extent, if at all, did your broadband issue and the time it took to resolve on each of the following? Ability to buy food and other household goods online Base: All with a broadband issue Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) NET: No /small 0 0 j 0% aefj 0% No at all () 0 0% 0% 0 0% 0 00 e Small () 0 0% 0% 0% 0 A fair amount of () DafGhiJklM m 0 A great deal of () l hjl NET: Fair amount/great deal of daghjlm 0 0 j gkl 0% k bgkl Don't know.0..l gjl Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m small base; very small base (under 0) ineligible for sig testing

55 ONLINE Fieldwork: thth January 0 Table Q. Thinking about the last time you changed broadband provider, did you experience any unexpected delays at the start of your new broadband service? Base: All who have changed broadband provider Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) No it started when the provider said it would 0%a c CDe CDE CDE I IJ 0 0 NET: Experienced delays 0 0%B FGH efgh 0 JK 0% 0% 0 Yes less than a week H H H K 0 0 Yes more than a week, less than two weeks B fgh G G g 0 K k Yes more than weeks, less than weeks e 0 Eh Jk Yes more than weeks, less than a month cdf Ij m q Yes more than a month, less than months cf 0 n 0 Yes more than months Don't know/ can't remember 0 dgh H H H h K K lo Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q small base

56 ONLINE Fieldwork: thth January 0 Table Q. Thinking about the last time you changed broadband provider, did you experience any unexpected delays at the start of your new broadband service? Base: All who have changed broadband provider Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) No it started when the provider said it would 0 0 K 0 0 fkl K NET: Experienced delays J J j j J 0 0%FGJM gj 0% Yes less than a week j J J j Yes more than a week, less than two weeks Yes more than weeks, less than weeks 0 efj F Yes more than weeks, less than a month l l Yes more than a month, less than months Fl Fl Fl Yes more than months Don't know/ can't remember aekm k ek Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m small base; very small base (under 0) ineligible for sig testing

57 Table Q. In the past months have you experienced any of the following? Base: All who have broadband Telecoms Survey ONLINE Fieldwork: thth January 0 Page Gender Male Female (a) (b) (c) Age + + AB Social Grade C C (m) (n) DE (o) Employment Sector Private Public (p) (q) Unexpected rises in monthly bill GH GH 0 GH 0 GH H 0 K K m Being charged extra for exceeding download allowance EFGH F JK mo O 0 O Engineer not turning up to a prearranged appointment EFGH EFGH H JK Being charged for equipment or repair 0 FGH FGH FGH JK K Unexpected bill from an old broadband provider 0 EFGH FGH H 0 0 JK k M m Engineer's appointment cancelled with less than hours notice B FGH FGH FGH JK K 0 O 0 No but I have experienced other issues f f j J O o LMO 0 No I have not experienced any of these issues in the past months C CDE CDE CDEFg I IJ 0 L LN 0 Proportions/s: Columns Tested (, risk level) a/b c/d/e/f/g/h i/j/k l/m/n/o p/q

58 Table Q. In the past months have you experienced any of the following? Base: All who have broadband Telecoms Survey ONLINE Fieldwork: thth January 0 Page Scotland (a) Wales (b) NET: England North East North West Region Yorkshire & Humberside West Midlands East Midlands Eastern London South East South West (m) Unexpected rises in monthly bill G 0 g Gi G ABEFGHIJLM G g Being charged extra for exceeding download allowance 0 b B b B BJ BJ ABeFgJLM b 0 b Engineer not turning up to a prearranged appointment H 0 ehm 0 aehlm H H H aehilm H Being charged for equipment or repair eg 0 eg g Unexpected bill from an old broadband provider 0 DBGIJL I i bijl BGIJL Engineer's appointment cancelled with less than hours notice FM FM M M M M M FjM fm No but I have experienced other issues fi i i i No I have not experienced any of these issues in the past months K DAfHKlm K K 0%AK K AK K K K Proportions/s: Columns Tested (, risk level) a/d b/d c/d a/b/c/e/f/g/h/i/j/k/l/m very small base (under 0) ineligible for sig testing