Third of people moving to new homes experience problems with broadband

Third of people moving to new homes experience problems with broadband [Photo: iStock]

A third of people who move house in the UK have experienced a delay when it comes to getting their broadband connections up and running, a new survey has discovered. 

According to findings published by Citizens Advice, many people who move home are having to wait well beyond the promised installation date before their connection is live, with some even facing a delay of more than two weeks.

The most common problem that people face when they move to a new home comes when their connection is transferred, and it turns out not to be as fast as they would have expected. 15 per cent of people said this is something they have personally experienced. 

On top of this, as many as 11 per cent of respondents said they have had to deal with internet installation engineers making multiple visits to their property before any problems were rectified, while nine per cent said appointments with installers were regularly rescheduled or cancelled. 

In the modern world, those who move house can no longer afford to wait for their internet installation to be completed. People these days use the internet for things like online shopping and the streaming of video content, while others even work at home and rely on a steady, fast connection to get their job done. 

"People paying to have their broadband set up all too often face big setbacks. Moving house can be a difficult and stressful experience and delays in getting the internet can make this worse, if providers fail to keep to promised dates or engineering visits don’t materialise," said Gillian Guy, chief executive of Citizens Advice.

"It is fundamentally unfair that in some cases customers are paying for a service they don’t receive for weeks or even months at a time after moving," she added, pointing out that many people rely on broadband to kick off their new life after moving home.