2019 Canadian ISP Summit – Day 2

Photo credit to Maryna Ivus

The Dawn of a New Era in Canadian Telecom ? Maybe

Day 2 at the ISP Summit featured CNOC President and CEO of Distributel Matt Stein releasing a survey that reveals that Canadians are frustrated and feel dissatisfied and trapped by the Large Telcos. Consumers highlighted a lack of fairness, affordability and choice .

The following is an overview of select survey findings:

  • While almost all Canadians have Internet in their home, the majority are customers of the big telecommunications companies: Nearly all (97%) of Canadians have Internet service in their home. Almost eight-in-ten (79%) are customers of one of the big telecommunications providers, while only 3% are customers of smaller independent companies.
  • Canadians feel trapped by their current provider, with over half in Atlantic Canada feeling trapped: 40% would like to change companies but feel trapped by their current Internet service provider. Just over half (53%) of Atlantic Canadians are more likely to say they would like to change Internet providers but feel trapped.
  • Customers of the large telecommunications firms feel they have limited choice when it comes to changing companies: 65% of Canadians who have home Internet from a large telecom company feel there is no point in changing telecommunications companies as they are all pretty much the same.
  • Lack of competition has led Canadians to falsely believe there are no alternatives to the big telecommunications firms: Nearly half (45%) believe there are no alternatives to the large Internet service providers.
  • An anti-consumer environment has been nurtured and is thriving across Canada: Almost half (49%) of Canadians feel that it is too difficult to change Internet service providers.
  • Canadians are frustrated they are paying some of the highest prices in the world for home Internet: Nearly all (90%) Canadians who have home Internet are frustrated they are paying much higher Internet fees than consumers in other countries. Rural Canadians (96%) are significantly more likely to be frustrated with paying more than other countries compared to urban and suburban residents.
  • Customers of the large telecommunications firms have experienced price increases over the last 24 months – almost half without notification: Just over two-thirds (67%) of Canadians who have home Internet from a large telecom company say their Internet service provider has increased the price of their home Internet in the past 24 months. Among those who saw a price increase, 41% say the price increased without any notification.
  • Despite recent price increases, Canadians are experiencing an unacceptably low increase in value: Only 12% of Canadians with home Internet say they are getting more value in their products and services after a price increase. While still low, urban Canadians (16%) are more likely to say they got better service after a price increase, compared to suburban Canadians (8%) and rural Canadians (10%).

“Canadians have clearly voiced their concern about the status quo created by the large telecommunications firms,” said Stein. “The limits they have deliberately placed on consumer choice, fairness, affordability and competition have led to unacceptable levels of dissatisfaction. And when 40 percent of their customers say they want to change companies but feel trapped by their current provider, that’s a clear sign that the status quo is not serving Canadians.”

You can read more about it here

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