A significant portion of internet users in India continue to struggle with broadband connectivity issues, with a third facing three or more disruptions monthly, according to a recent survey by LocalCircles released on Monday.
The survey, which gathered responses from over 1.4 lakh users across 333 districts in India, found that 62% of broadband, fiber, and DSL users reported experiencing issues with their connections. Among the most common problems were frequent disconnections and slow internet speeds.
Key Findings:
- Connectivity Issues: 37% of users reported encountering three or more connectivity problems each month.
- Complaint Resolution Delays: In 51% of cases, service providers took more than 24 hours to resolve complaints.
- Service Dissatisfaction: Due to poor service quality, 66% of users expressed a willingness to switch to another service provider.
Nature of Issues Faced:
In response to a question about the most frequent broadband issues, 29,701 users provided feedback:
- 32% reported frequent disruptions in their connection.
- 30% stated that the internet speed was lower than what they were paying for.
- 3% suspected unauthorized usage of their routers as they experienced unusual web activity.
- Another 3% cited other technical issues.
- 29% claimed they did not face any connectivity issues.
- 3% provided unclear responses.
Resolution Time for Complaints:
When asked about the time taken to resolve broadband complaints, 29,240 users responded:
- 43% said their issues were resolved within 24 hours.
- 35% stated it took 1-3 days.
- 4% reported a resolution time of 4-7 days.
- 7% claimed it took more than 7 days.
- 2% stated that their complaints were never resolved.
- 1% provided unclear responses.
- 5% mentioned they hadn’t faced any issues in the past year.
Despite rapid digitalization and the growing demand for home broadband, India’s broadband sector faces challenges. With increasing competition from telecom giants like Bharti Airtel and Reliance Jio, local Internet Service Providers (ISPs) are struggling with declining revenues and profit margins.
This survey highlighted the significant concerns among broadband users in India and was conducted to evaluate consumer satisfaction regarding home internet connectivity which is a critical necessity for education, work and daily activities.
