The majority of consumers in Cyprus primarily access the internet through wireless connections (Wi-Fi), predominantly using their mobile phones. This finding comes from a survey conducted by the Office of Electronic Communications & Postal Regulation (OCECPR).

This survey marks the second endeavor by OCECPR to gauge consumer perceptions regarding the quality of fixed broadband service. The OCECPR market observatory team crafted the questionnaire, targeting a sample of 1,003 individuals (609 from urban areas and 394 from rural areas). Conducted by RAI Consultants Ltd. between September 4th and 20th, 2023, the survey offers insightful revelations.

A notable 42% of consumers are unaware of their subscription's download speed, and 56% are similarly uninformed about the upload speed. These figures, though slightly improved from last year's 49% and 65% respectively, highlight a persistent knowledge gap.

Furthermore, a substantial 84% of respondents are not familiar with the performance details of their connection as outlined in their provider's contract or website. Additionally, 65% admitted ignorance regarding their rights and complaint procedures. The usage pattern remains consistent, with 91% connecting to the internet via Wi-Fi and 85% primarily using mobile phones, mirroring last year's data.

Consumer satisfaction with fixed internet services has remained stable, scoring 8.1 out of 10. The perceived balance between quality and price stands at 7.7 out of 10, slightly lower than last year's ratings of 8.2 and 7.8, respectively.

Reflecting on the past year, 28% of consumers encountered issues with their fixed internet service, a slight decrease from the previous year's 30%. Service operation problems, such as slow or lost connections, continue to be the primary issue. Of those affected, a significant 83% lodged complaints with their providers. However, average satisfaction with how these complaints were handled has declined from 7.8 to 7.3 out of 10.