A survey conducted by the Commissioner for Communications, in collaboration with the Market Observatory team of the Cyprus Regulatory Authority for Electronic Communications and Post (OCECPR), has shown an increase in the percentage of consumers in Cyprus who are aware of the characteristics of the fixed broadband internet services they purchase.

In an announcement from the Commissioner’s Office, it is stated that this is the third consecutive survey regarding consumers' perceptions of the quality of fixed broadband internet services. The survey was conducted between October 2 and 11, 2024, using a structured questionnaire prepared by the Market Observatory team of OCECPR, with a sample of 1205 individuals (805 from urban areas and 400 from rural areas).

The main results of the survey show that 48% of consumers are unaware of their download speed, and more than half (65%) are unaware of their upload speed, figures that have worsened compared to last year, where the percentages were 42% and 56%, respectively (returning to the levels of 2022). Furthermore, as in the previous survey, it appears that eight out of ten consumers (83%) do not conduct performance measurements of their fixed internet connection.

Additionally, it was found that 84% of consumers are unaware of the performance details of their connection as outlined in their contract/website, while 68% stated that they are unaware of their rights and/or the complaint submission procedures.

Moreover, it is mentioned that mobile phones almost monopolize consumers' choices for devices with which they connect to the internet, with a percentage of 82%, while wireless connections (Wi-Fi) are the choice of 92% of consumers. It is noted that these percentages have remained stable compared to the last two years.

The level of satisfaction with the fixed internet service also remains stable, with a rating of 8.2/10, while the satisfaction with the quality-price ratio is 7.7/10 (last year it was 8.1 and 7.7, respectively, and 8.2 and 7.8 in 2022).

Regarding the reasons for choosing an internet service provider, the two main reasons were "reliable company/more reliable network" (26% in 2024, 26% in 2023, and 28% in 2022) and "better prices/more affordable" (23% in 2024, 23% in 2023, and 21% in 2022).

The three main reasons consumers would change their fixed broadband service provider are "cheaper charges/better offers from another provider" (35% in 2024, up from 32% last year and 33% in 2022), "poor network quality/unreliable network" (29%, down from 34% last year and 30% in 2022), and "increase in prices/charges/subscription fees by my provider" (26%, down from 29% last year and 26% in 2022).

It was also found that 69% of consumers do not observe poor connection quality at specific times (down from 72% last year and 69% in 2022), while this phenomenon is still more frequently observed between the hours of 20:00-22:00 (14%).

Additionally, the survey revealed that in the past 12 months, 29% of consumers reported having faced problems with their fixed internet connection service.