Dec 2, 2025
Customer issues with broadband and mobile providers are so common that Citizens’ Advice helps someone with a telecoms problem in the UK every 3 and a half minutes.
At Connectivity, we’re dedicated to providing a great user experience to every one of our customers. That’s why, when we started building our unique mobile broadband plans from the ground up, we started by looking at how we could solve the biggest problems customers struggle with every day.
Here are some of the most common customer issues users like yourself complain about - and how Connectivity is solving them, one broadband plan at a time.
Blackspots, faults and downtime
The biggest cause of customer issues with broadband - and the reason behind 21% of telecoms complaints - is technical problems. This includes faulty hardware, as well as service outages, slow connections and network blackspots.
Not only do we offer our customers state-of-the-art 4G and 5G routers to ensure we’re using the best available hardware, but our unique multi-network broadband plans mean that a network outage doesn’t mean you’re stuck offline.
If the traditional broadband infrastructure in your area is limited to slow, DSL ‘standard’ broadband, our mobile plans can offer you a work-from-home-ready connection with no time-consuming installation.
Poor customer service
Traditional broadband suppliers have a well-deserved reputation for offering poor customer service. In fact, 44% of UK customers reported at least one problem with customer service when reaching out to their broadband provider.
At Connectivity, our dedicated customer service team is entirely UK-based and managed in-house, so you know you’re speaking to someone familiar with your connection and with the power to fix things. To make things even simpler, we offer a no-questions-asked money-back guarantee, so you can see if the service is right for you risk-free. IF you’re unhappy for any reason, returns are quick, simple and free.
Billing issues
Another common source of customer issues with broadband providers is unexpected charges or increases to their bills.
Restrictive capped broadband plans can leave customers facing huge extra fees for exceeding their data limits, something that is only becoming more common as the demand for home broadband data continues to grow.
Customers can also be faced with mid-contract price rises that send bills even higher. The only choices are to accept a new, higher monthly bill or pay a hefty exit fee to terminate the contract early, only to have to go through the process of broadband shopping and installation all over again.
We want to offer our customers a fairer option. That’s why we offer unlimited data on all our plans, so you’ll never be hit with a surprise fee for streaming, scrolling, working or gaming more than you expected. Not only that, but we also guarantee our prices for the duration of the contract, meaning the price you agree to is the price you pay every month for as long as your contract lasts - no nasty surprises.
Find out more about how Connectivity compares to the biggest names in mobile broadband here - and order your plan today to get online in less than 24 hours.
