Troubleshooting the broadband and mobile phone markets: insights from the Citizens Advice frontline
Reliable and affordable digital connectivity is central to people’s economic and social participation, as well as the UK’s wider prospects for economic growth.
But the experiences of consumers in the telecoms market lag behind other essential services. This is having an impact on both consumers’ ability to access and engage with the market, and on the sector’s growth and development.
Citizens Advice helped nearly 35,500 people with telecoms problems last year - more than double the number we saw 5 years ago. Our recent survey research found more consumers had issues with their telecoms services than with energy, water, financial services or post.
Left unaddressed, high rates of consumer detriment stand in the way of realising the full benefits of the digital economy, limiting growth and preventing the proceeds of digital innovation being shared across society.