Most Canadians Unhappy With Canada’s Internet Service Options, Federal Research Shows

Telecommunications company Rogers Communications signage is pictured in Ottawa on July 12, 2022. The Canadian Press/Sean Kilpatrick

Most Canadians are unhappy with both the affordability and reliability of internet service options currently available across the country, with many complaining about the lack of high-speed connectivity in some areas, according to federal research.

A report by the Privy Council Office (PCO) and obtained by Blacklock’s Reporter cited research commissioned by the federal government last fall that surveyed individuals nationwide on their views of Canada’s internet options.

The report, titled “Continuous Qualitative Data Collection Of Canadians’ Views” and dated Nov. 4, 2022, said the research showed that “very few” Canadians feel internet options are “fairly priced” in their local areas, with many saying they generally pay “far more for these services relative to those living in other jurisdictions.”

All of the survey’s respondents also said they believe the government should be doing more to ensure broad internet affordability and reliability across the country.

“It was strongly believed that high speed internet was a necessity for Canadians to be able to work, study and communicate effectively and needed to be viewed as a basic right going forward,” said the report.

“While all participants felt that cost was an important consideration when it came to the internet provider they selected, many also mentioned reliability and speed as heavily factoring into their decision-making process.”

A number of respondents said they'd be willing to pay even more for their internet if it was guaranteed to be fast and reliable.

The survey also found that respondents were mixed in their ratings of “quality and reliability of internet service in their communities.”

“While few participants identified poor quality or unreliable internet as routinely having a negative impact on their day to day activities it was widely felt that high speed internet represented a basic necessity and that any service interruptions could cause difficulties, especially for those who worked from home,” it said.

Options and Prices

Research for the report was conducted by Toronto-based firm The Strategic Counsel under a $2.4 million contract.

Cabinet contracted the firm several months Industry Minister François-Philippe Champagne approved Rogers Communications Inc.’s $26 billion buyout of Shaw Communications Inc., despite many voicing concerns that the merger would further hinder affordability in Canada’s telecommunications sector by wiping out competition.

The PCO’s report reinforced some of these concerns, with almost all of the survey’s respondents citing a “lack of options for internet providers in their respective areas.”

“Among those living in Toronto it was felt that there were few choices beyond Rogers Communications and Bell Canada,” the report added.

Champagne’s approval of the Rogers-Shaw deal came with a number of provisions that he said are intended to increase competition in Canada’s telecom sector. He also acknowledged that prices in the sector are too high.

“The message I hear from Canadians everywhere I go is the same: We pay way too much for telecom services and we want more options, full stop,” Champagne told reporters on March 31.

The industry minister added that if prices don’t soon start coming down in the sector, the federal government will be stepping in with legislative actions aimed at bringing about such changes.

“If Canadians do not begin to see clear and meaningful reduction in prices within a reasonable amount of time, I will have no choice but to seek further legislative and regulatory powers to drive down prices in Canada,” he said.

Marnie Cathcart contributed to this report.