More than four in five consumers don’t know the performance details of their internet service, and many remain unaware of their rights or how to file complaints, a survey showed on Tuesday.

The survey, conducted by the Communications Commissioner in collaboration with the Office of Electronic Communications and Postal Regulation (OCECPR), revealed that 84 per cent of consumers are unfamiliar with the specific performance details of their internet connection.

And, 68 per cent said they did not know their rights or the procedures for submitting complaints.

However, most consumers who faced issues with their fixed internet service still managed to file a complaint with their provider.

Meanwhile, 83 per cent of consumers admitted they do not monitor the performance of their internet connection, such as speeds or reliability, a figure unchanged from previous years.

The findings also highlighted a decline in awareness of download and upload speeds. Nearly half of respondents (48 per cent) said they were unaware of their download speed, while 65 per cent did not know their upload speed – both slightly down on last year.

The survey found that mobile phones dominate as the preferred devices for internet access, with 82 per cent of users connecting via their smartphones. Meanwhile, 92 per cent rely on Wi-Fi for their connections.

Despite these issues, satisfaction levels with fixed broadband services remain steady. Respondents rated their overall satisfaction at 8.2 out of 10, with the quality-to-price ratio scoring 7.7 out of 10, mirroring last year’s results.

When asked about the main reasons for choosing an internet provider, respondents cited network reliability (26 per cent) and lower prices (23 per cent) as the most important factors. However, consumers are increasingly open to switching providers for better offers or lower prices, with 35 per cent identifying cheaper deals as a key motivator.

The survey also found that 29 per cent of users encountered issues with their fixed internet service in the past year, primarily slow speeds or connection losses. Of those affected, 80 per cent submitted complaints to their providers, with average satisfaction in complaint handling improving slightly to 7.4 out of 10.

Finally, the survey revealed that consumers tend to stick with their providers for an average of five years, with satisfaction in the switching process rated 3.3 out of 4.

The survey is the third consecutive study regarding consumer perceptions on issues concerning the quality of fixed broadband internet services. It was conducted between October 2 and 11 by the Market Observatory team of OCECPR, with a sample of 1,205 individuals.