The Big Broadband Survey 2012 - results published
Thursday 21 March 2013 14:05:45 by
In the second half of 2012, we ran a broadband survey and over 10,000 users
took part helping us to better understand the broadband landscape. Today, we
are publishing the survey results.
The survey looks at broadband usage as well as choice of service
provider/package. Initially, we intended to also look at why some people didn't
have broadband, either through choice or inability to receive a decent
broadband service; however due to the profile of respondents, we didn't have
sufficient responses to explore notspots and why some people didn't feel they
didn't need broadband.
Some of our key findings are highlighted below. The full survey results are
(click above image to read full
- The vast majority of users buy broadband as a bundle, the
most common being 'broadband + home phone'.
- Sky & Virgin Media lead the
triple/quad play market.
- Quality and reliability of a broadband connection was cited by
respondents as the most important factor when selecting a broadband
- Additional services such as e-mail and web hosting were viewed as
unimportant by users.
- Virgin Media
users were far more likely to be very satisfied with broadband speeds than most
other larger providers.
- There are regional variations with broadband speed satisfaction. 35% of
users in Wales were dissatisfied with broadband speed; compared to 21% in
- Users of Zen
Internet, Eclipse, AAISP and IDNet rated the reliability
highly (5 of 5) whilst Orange and
AOL users were more
likely to rate them low.
- Those who review their choices less frequently are not paying
significantly more than those who review it more often.
- Around a third of O2/BE users are
considering switching provider; this is likely to be their lack of a fibre
- Of those who have migrated broadband providers, BT was the biggest winner
taking roughly a third of migrations from each of O2, BE, Orange,
Sky and TalkTalk.
- Download speed is the most important factor for those considering
switching (33% rate it as primary reason; 64% consider it a
- A quarter of PlusNet users planning to switch were doing so due to download
allowances/fair usage policies.
- 6 in 10 users switched using the MAC process and overall 89% of
users found the switching process easy.
- Half of the users who couldn't use a MAC to switch found the
- Over a third of users have a games console and a quarter have an
- 21% of users may have a potentially insecure wireless
- Over half of 18-24 year olds (56%) spend in excess of 6 hours online each
- The most popular time to go online is between 6pm and midnight.
- 46% of respondents use their broadband for work use; 51% use it for
personal use only.
- The vast majority of parents believed talking to their children was a key
aspect of keeping their children safe online.
- Younger children are more likely to be supervised by locating the computer
in a shared area and all use being supervised by an adult or older
- 86% of respondents believe the Internet is an important part of their
social life, of which more than half believed it to be very important.
- If being asked to give up one service, 49% would give up
satellite/cable/digital TV, 30% mobile phone and only 2% would give up their
- 14% of users struggle to pay for their broadband connection from household
We will be repeating the survey in 2013 and would welcome suggestions on
issues we should be asking about.
A few words on the iPad competition linked to filling in the survey in case
you were wondering if you still stood a chance of winning it, the winner lived
in North Wales and should be enjoying their new iPad.