Connectivity Issues Persist in U.S. Households: A Deep Dive into Consumer Frustrations

TechSee, renowned for its innovative approach in the field of visual agentic AI, recently released its findings from the State of Home Connectivity 2025 survey. This in-depth study reveals that connectivity problems in U.S. households remain prevalent, contributing to customer dissatisfaction and the potential for notable provider churn.

According to the survey results, a staggering 68% of consumers experienced Wi-Fi issues at home over the past year. The severity of this problem is illustrated by the fact that 18% of respondents reported daily breakdowns, while 20% experienced issues weekly. Even among those who purchased premium whole-home Wi-Fi solutions, 72% still reported connectivity challenges. This indicates a significant gap between what consumers expect from their service providers and the reality of their Wi-Fi experiences.

The survey further highlights that coverage gaps create considerable frustration. 76% of respondents mentioned encountering weak or unreliable Wi-Fi signals in specific rooms of their homes. These dead zones can severely disrupt daily activities such as work, streaming, and using smart home devices.

In response to connectivity issues, many consumers have taken the initiative to troubleshoot on their own, with 51% stating they would first try to fix the problem themselves. Common methods include rebooting the router (80%) or investing in Wi-Fi extenders (27%). However, only 62% were successful in solving their Wi-Fi issues without further assistance, highlighting the necessity for continual service support from ISPs.

When attempts to resolve these connectivity problems ultimately fall short, the strain on service operations becomes evident. Two-thirds of the surveyed households reached out to their Internet Service Provider (ISP) for assistance over the previous year, and nearly 39% had a technician dispatched due to recurring issues. While most service visits manage to rectify the problems, around 20% did not resolve the issues, leading to increased frustrations and costs for both consumers and service providers.

Loyalty to providers is at risk, with 51% of respondents indicating they would consider switching providers if their issues weren't addressed promptly. Additionally, 48% stated they would leave for better whole-home Wi-Fi coverage, while 34% expressed willingness to pay extra for reliable connectivity. This demonstrates that consumers are increasingly prioritizing reliability over cost, reshaping the loyalty landscape within the industry.

Consumers have clear expectations for their ISPs moving forward. An overwhelming 76% desire service providers to actively inform them about coverage gaps during installations, and 77% expect technicians to confirm connectivity in each room prior to leaving their homes. Furthermore, over half of the respondents (56%) expressed openness to purchasing additional equipment if provided with clear and substantiated recommendations.

Visual tools are emerging as essential in addressing these connectivity demands. Approximately 66% of consumers indicated a willingness to utilize a mobile app that could map Wi-Fi coverage throughout their home. Additionally, 69% believed that visual guidance would assist them in resolving issues without necessitating a call to customer support. These insights suggest a future where reliable connectivity is not only achievable but also transparent and easily monitored by consumers.

Eitan Cohen, CEO and Co-Founder of TechSee, remarked, "Connectivity experience has turned into a pressing battleground. Consumers are no longer just seeking faster speeds; they desire a level of reliability they can trust. Providers who adopt proactive testing and visual diagnostics will not only mitigate churn and operational costs but also uncover new growth opportunities in the connected home market."

TechSee's survey engaged nearly 4,000 U.S. consumers across various demographics to ensure a representative sample of experiences and sentiments. The findings highlight a crucial need for ISPs to address connectivity challenges and adapt their offerings to meet evolving consumer expectations in the increasingly connected landscape. For further information on the survey and TechSee’s innovative solutions, you can visit TechSee's website.