Despite the generally positive picture for fixed internet services, Cypriot users appear to be unaware of basic information about their own connection. The new survey by the Commissioner for Communications – OCECPR shows that satisfaction remains high, yet 80% of users do not know the actual performance of the package they pay for, while half are unaware of their download speed and even more do not know their upload speed. At the same time, the majority continue to connect via Wi-Fi, often without carrying out performance measurements. The findings reveal a gap between users’ perceived satisfaction and their actual understanding of the quality of their broadband service.
The main findings are as follows:
-
Satisfaction with fixed internet services remains stable at 8.3/10 (8.2 in 2024, 8.1 in 2023 and 8.2 in 2022), while satisfaction with value for money stands at 7.6/10 (7.7 over the previous three years).
-
80% of consumers are unaware of the performance details of their connection as described in their contract or on their provider’s website. This is an improvement compared with previous surveys (84% in 2024 and 2023, and 87% in 2022).
-
50% of consumers do not know the download speed of their subscription, and more than half (62%) do not know the upload speed.
-
Consumers mainly access the internet via a wireless (Wi-Fi) connection (88%), and the primary device used is their mobile phone (78%).
-
The two main reasons for choosing a provider for internet services were “Reliable company / More reliable network” (31% in 2025; 26% in 2024 and 2023; 29% in 2022) and “Better prices / Cheaper” (22% in 2025; 23% in 2024; 21% in 2023; 19% in 2022).
-
The percentage of consumers who do not carry out performance measurements of their fixed internet connection has decreased significantly to 6 in 10, compared with 8 in 10 over the previous three years.
-
Consumers rated their satisfaction with download/upload speeds and network response time at 7.9/10, their satisfaction with overall connection reliability at 8.1/10, and their satisfaction with technical support at 8.3/10.
-
29% of consumers report a complete loss of service at least once a month, while 24% report no such incidents. 31% experience poor connection quality at least once a month, while 27% do not experience it at all.
-
75% of consumers do not observe poor connection quality at a specific time (compared with 69% last year, 72% in 2023 and 70% in 2022), while issues remain most common between 20:00 and 22:00 (10%).
-
Over the past 12 months, 30% of consumers stated that they encountered a problem with their fixed internet service, compared with 29% who had experienced an issue over the previous two years. The main problem continues to be service functionality (82%), while the vast majority (72%) submitted a complaint to their provider. The average satisfaction with complaint handling increased to 7.5/10, up from 7.4/10 in the two previous years.
-
The three most important reasons consumers would change their fixed broadband provider were:
– “Cheaper charges / better offers from another provider” (35%, same as last year; 31% in 2023; 32% in 2022)
– “Poor network quality” (30%, from 29% last year; 33% in 2023; 31% in 2022)
– “Increase in prices / charges / monthly fees by my provider” (17%, down from 26% last year; 28% in 2023; 27% in 2022).
The structured questionnaire was prepared by the Market Observatory team of OCECPR and was conducted with a sample of 1,201 individuals (801 in urban areas and 400 in rural areas) between 30 July and 8 August 2025.
The detailed results of the survey can be found here.