Canadians Feel ‘Trapped’ and ‘Dissatisfied’ with Large Telcos: Survey

According to the findings of a recent survey conducted by Leger on behalf of Distributel Communications Ltd., there is an unprecedented level of Canadian consumer frustration and dissatisfaction based on their treatment by large telecommunications providers.


The national survey entitled Broken Connection: Canadian Consumers’ Views on Large Telecommunications Providers reflects Canadians’ perception of the affordability, service, value, and respect they are receiving from the large telcos.

The survey’s results, which are being released at the annual Canadian ISP Summit, show over 40% of Canadians feel trapped by their current provider, with over half in Atlantic Canada feeling trapped. Moreover, 90% of Canadians are frustrated they are paying much higher internet fees than consumers in other countries.

“Achieving a truly competitive telecommunications marketplace is the best way to ensure that Canadians across the country have access to the benefits of consumer choice,” said Matt Stein, CEO of Distributel. “However, the results of this survey paint a picture of Canadians who are frustrated that the large incumbent Internet service providers rely on the lack of competition and choice to maintain the status quo.”

The survey consisted of 1,535 Canadian participants and was completed between October 18-21, 2019 using Leger’s online panel.