Unstable connection speed, service interruptions/unavailability, and problems with technical equipment are the most frequently mentioned problems when using the internet, according to the latest public opinion survey from the aspect of protecting subscribers to electronic services, conducted by the Electronic Communications Agency.
The survey was conducted from May 18 to June 5 of this year, on a random representative sample of 1.100 respondents from the population over the age of 18, subscribers to any electronic communication service: landline, mobile phone, internet and television.
According to the survey, in 34.1% of households, the internet is used by minors, with 80.7% of cases using the internet every day at home. The majority, or 78.2%, spend an average of up to five hours a day connected to the internet.
Awareness of parental control software that would enable safe use of the Internet for persons under 18 exists among 63.5% of respondents. Such software is installed in 25.9% of households, while of those who do not have it installed but are aware of its existence, 58.6% would install it. Of those who have a positive attitude towards installing parental control software, only 17.3% know where to find this software.
According to the survey findings, 94.1% of respondents use the Internet at home. The majority are subscribers of A1 (39.3%) and Makedonski Telekom (37.8%), while 12.8% are Internet users from Telekabel. Although not all respondents have an Internet connection at home, 99.9% use the Internet. Of the respondents who have Internet access at home, 36.6% know what speed the operator must provide, and of those, 87.8% think that they receive the speed and amount of data provided by the Internet provider, the survey results state.
Just over a quarter, or 27.4% of respondents, have faced some problem while using the internet at home, which means that in 2025, 72% of respondents have not had a problem with their internet connection at home.
– The most common problems with the internet were: unstable connection speed (19.8%), service interruption/unavailability (16.1%) and problems with technical equipment (7.9%). Due to service interruptions or unavailability in the last 12 months, 47.5% of households have contacted their internet provider, and in 54.7% of them the problem was resolved the same day, according to the main findings of the survey.
Approximately one-quarter, or 24.3%, of households with internet access have made a telephone complaint to their operator, while 40.1% are completely satisfied. Only 1% of respondents have made a written complaint, according to the results of the AKE survey.
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