Staying better connected in December – what the data tells us about your customers

If any month is capable of simultaneously bringing out our sentimental and stressed sides, it’s December. We’re looking back at the year, juggling end-of-month deadlines, and trying to squeeze in one more parcel delivery before the last post. And in the middle of that, thoughts turn to nostalgia – whether it’s too many egg nogs or watching the kids grow up too fast, we start to remember dial-up tones, early search engines and those old Hotmail accounts that we never quite deleted.

Our latest nostalgia survey shows just how far we’ve come – and what today’s customers expect from the internet at the busiest time of year. It’s useful insight for partners, because the pressure your customers feel lands on you too. So here’s what the data tells us.

People depend on the internet more than ever

Half of Brits say they spend more time online than offline, and nearly two in five believe they spend more time online than they do sleeping. That’s a huge shift from the days of dial-up and those ‘hurry up on the internet, I want to use the phone’ arguments that many of us remember.

For customers today, the internet is far more than just a convenience. It’s the place where families connect, Christmas gifts are ordered, holiday admin gets sorted, and where serious business is done. And at this time of year especially, expectations run high for seamless connectivity that just works.

Downtime creates more stress than you might expect

Almost half of people say losing the internet for a day is more stressful than being stuck in traffic, and more than a third say no WiFi for a day would be worse than no heating in winter!

So when something drops offline at 4pm on a Friday – or midway through ordering a last-minute gift – it doesn’t feel like a small blip to customers. It feels personal. And when that happens, even simple fixes can turn into urgent calls – the last thing you need when everyone’s already stretched.

Nostalgia is fun – but no one wants to go back

 A third of us remember downloading music on early file-sharing sites, over half can remember the moment Google first appeared, and a surprising number think a floppy disk was once used to connect to the internet.

It’s harmless fun to look back. But our survey also makes something clear – no one wants to return to the unpredictability of those early days. Reliability is still right at the top of the list when people choose a broadband provider.

Which puts you in an important position. Your customers trust you to keep them online during the busiest season of the year, even when the pressure is high and the weather isn’t playing along.

How we support you through December

We know your teams are doing everything they can to keep things running smoothly. And we want you to feel confident that you’re backed by a network, service and support structure built for the moments when it matters most.

Whether it’s adding resilience for customers who can’t afford downtime, exploring full fibre through The Fibre Hub, or simply making sure you’ve got the answers you need – we’re here to help you keep your customers happy through the December rush.

December can be demanding, but it’s also a chance to end the year on a positive not. People rely on the internet to stay connected to the people they care about, and you play a vital role in making that happen.

So here’s to a smooth, stable and successful end to the year. And if you need any support from us, please don’t hesitate to reach out to your Account Manager, who’ll be happy to help.