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Internet too expensive, residents say

We may have high internet penetration but we are not forking out for higher download speeds due to price.

And residents find that having to have both an ISP and an internet access provider is “annoying”, a new survey released by the Regulatory Authority showed.

The survey found the average monthly expenditure on internet access and service is $121.93.

The survey also showed increased competition from TBI has resulted in residents switching providers. The survey found residents are only moderately satisfied with their Internet Service Provider.

The mean satisfaction score is 7.48 out of 10.

TBI customers are the most satisfied (8.72 score); followed by Logic/North Rock (7.63) and Digicel/Transact (6.36).

The survey found the cost of internet access and service is considered expensive in Bermuda and is a deterrent to upgrading download speed.

The Mindmaps survey found 70 percent of residents have download speeds between 3MB and 8MB. Only 5 percent have download speeds greater than 15MB

Sixty-six percent of residents are satisfied with their internet speed.

And 15 percent of residents are likely to upgrade their speed in the next six months.

Reasons to upgrade — to improve speed, improve overall service. Reasons not to upgrade — happy with current speed/service, too costly.

The majority of residents (71 percent) think that the cost of internet access and service in

Bermuda is expensive.

“Cost is the number one issue for residents and they are willing to switch providers for lower cost,” the survey found.

“Forty-three percent of residents said that cost is the number one issue with internet service

“Sixty-two percent of residents would switch providers if the monthly cost of internet service could decrease by 20 percent.”

The majority of residents (68 percent) do not have a contract with their ISP. The survey further found that information on internet service is available and provides adequate information for

residents to select a provider.

“Bermuda residents receive information regarding internet service and pricing from advertisements (57 percent), family or friends (46 percent), customer care (43 percent) and providers' websites (39 percent).

“Sixty-four percent of residents think it is easy to select an internet service based on the information available.”

But, the survey found: “Residents do not like the separation of internet access and service.

“Residents generally agree that having both an internet access and service provider is more expensive (85 percent), more complicated (84 percent) and they would prefer to have only one provider (83 percent) and one bill (81 percent).

“Residents find having two suppliers to be annoying (35 percent) and it takes longer to resolve issues (15 percent).”

And although speed and quality of service are important, customer service is also a key factor when deciding on a service provider, the survey found.

“Quality of service (96 percent), customer service (96 percent) and reliability (95 percent) are the three

most important factors when deciding upon an Internet Service Provider,” the survey found.

“Residents are most satisfied with their Internet Service Provider's customer service (82 percent), technical support (79 percent), quality (78 percent) and reliability (77 percent) of internet service.”

The survey found 19 percent of residents have switched Internet Service Providers in the past two years.

“TBI customers (56 percent) are more likely to have switched providers in the past two years.

“Just over three quarters of residents (77 percent) do not think it is difficult to switch internet

Service Providers.

“Eleven percent of residents are likely to switch providers in the next six months.

“Reasons to switch — unhappy with speed/service of current provider, cheaper rates elsewhere. Reasons not to switch — happy with provider, not unless there is a better deal elsewhere.”

The survey found that lower prices, better reliability and value and faster speeds are the most popular suggestions for improvement.

And residents are moderately willing to recommend their Internet Service Provider. The mean likely to recommend score is 7.27 out of 10. TBI customers are the most

likely to recommend.

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Published October 18, 2013 at 9:00 am (Updated October 17, 2013 at 7:11 pm)

Internet too expensive, residents say

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