Une nouvelle enquête affirme que 60 % des consommateurs envisageraient de changer de fournisseur après A new survey says that 60% of consumers would consider switching providers after three service interruptions.
Even though the study comes from the United States, the takeaway also speaks to Canadian customers: one outage may be acceptable, but repeated interruptions can quickly become a real frustration.
The problem is not only the outage itself. What often frustrates customers is the lack of information: no clear updates, no estimated restoration time, and not always an automatic credit.
In Canada, providers must explain their policies on service interruptions and credits in their service terms. If outages keep happening, it can be useful to write down the dates, duration, messages received, and to request a credit.
And if the service remains unstable, it may be the right time to compare Internet plans available in your area.
Before switching, check:
- the actual speed offered, see our speed test
- installation or cancellation fees
- possible credits after an outage
- provider reliability in your area
- the price after the promotion ends
Switching providers can make sense, but not blindly
After several outages, comparing the options available in your area is a normal reaction. But it is better to compare more than just the monthly price: available technology, real speed, contract terms, installation fees, included equipment, promotions, and service reputation.
That is where a comparison tool like PlanHub can help. By entering your address or postal code, you can see the Internet plans available at your home and compare prices, speeds, and conditions. If your current connection drops too often, it may not be just an outage. It may be a signal that it is time to shop around.
A single outage can be forgiven. Repeated outages, poorly explained and without clear follow-up, are another story. Xurrent’s survey shows that consumer patience has limits, especially when communication is lacking.
In Canada, providers must already explain their policies on interruptions and credits in their contractual documents. And if the problem continues, customers can compare offers, request a credit, or file a complaint.
Three outages do not necessarily mean you should leave immediately. But they deserve at least one question: does your current provider still deserve your trust?
