In recent times, many Americans have felt the pinch of increased internet bills, which has become a pressing issue for a significant portion of the population. A new survey conducted by CNET has revealed that a staggering 63% of adults in the United States who pay for home internet services reported experiencing price hikes over the past year. The average increase amounted to $195, a considerable rise that has left consumers questioning the value they receive for their money.

Despite the uptick in costs, the survey highlights a troubling reality: higher prices have not necessarily resulted in improved service quality. More than half of the respondents who experienced a price increase also reported ongoing challenges with unreliable connectivity. This juxtaposition of rising costs and stagnant service reliability paints a concerning picture of the current broadband landscape in the United States.

The timing of these findings is particularly critical as the broadband industry grapples with maintaining service standards amidst rising user dissatisfaction. The federal government has responded to the digital divide exacerbated by the COVID-19 pandemic by allocating over $90 billion aimed at broadening internet access. However, the current administration has expressed frustration over the slow progress and is reportedly considering reallocating funds from traditional fiber internet projects to Elon Musk's Starlink satellite internet service. This shift raises concerns among experts due to Starlink's high monthly fee of $120, which could further strain lower-income households.

Sean Gonsalvez, a director of communications at the advocacy group The Institute for Local Self-Reliance, emphasized the importance of affordability in internet access. He stated, "If it's not affordable, it's not accessible," underscoring the critical need for internet service providers (ISPs) to maintain reasonable pricing structures for their customers.

In light of the rising costs, many consumers have taken proactive steps to mitigate their expenses. According to the survey, approximately one in five adults who pay for home internet services have resorted to downgrading their plans, switching providers, or even canceling their service altogether due to the financial burden of increased rates. To better understand this trend, experts have shared valuable advice on how to navigate the challenges associated with internet pricing.

Key findings from the survey reveal that a significant proportion of internet users are facing hurdles: 63% reported increases in their bills, with those affected paying an average of $195 more than the previous year. Trey Paul, CNET's senior broadband editor, noted that such increases are not surprising given the propensity for ISPs to raise monthly prices by $20 to $50 after promotional rates expire. He remarked, "I'm actually a little stunned it wasn't higher."

When analyzing the pricing trends among major ISPs, CNET found that customers with providers like Spectrum experienced monthly hikes as steep as $50 in their bills after the first year of service. Alarmingly, these increases were accompanied by a lack of enhanced service quality; 51% of those surveyed reported frequent connectivity issues, highlighting the disconnect between pricing and performance.

Many customers are often unaware of impending price increases until they receive their bills, which can be complex and difficult to decipher. Jonathan Schwantes, senior policy counsel at Consumer Reports, led an analysis of over 22,000 internet bills. He stated, "Some of the bills we collected are incredibly complicated. In thousands of cases, it is too hard for people to figure out what they're paying for, what the hidden fees mean, or to even locate the price for internet service." This complexity can leave customers feeling trapped, unsure of how to address the rising costs they face.

To help alleviate some of this confusion, the Federal Communications Commission (FCC) implemented regulations last year requiring ISPs to display essential information about their plans in what are known as "broadband nutrition labels." Consumers are encouraged to look for buttons that say "Broadband Facts" or "View Broadband Labels" when shopping for internet plans. These labels provide crucial details, including potential price increases after promotional periods end and any additional fees that may appear on monthly bills.

In addition to rising costs, the survey also revealed that 42% of U.S. adults reported experiencing unreliable internet speeds or connectivity issues last year. However, the reliability of service varied significantly based on income levels. The survey indicated that 57% of individuals earning over $80,000 annually faced no connectivity issues, in stark contrast to only 45% of those with incomes below $40,000.

Lynnette White, a 77-year-old resident of a senior living facility, expressed her frustration with unreliable internet service, which often disrupted her daily activities. "It was very frustrating and aggravating because you were in the middle of something," she recalled. Many respondents noted that unreliable internet access affected their ability to enjoy entertainment (31%), work from home (19%), pay bills (18%), maintain connections with loved ones (16%), and stay informed about current events (13%).

The importance of stable internet access extends beyond mere entertainment; it has become a lifeline for individuals, particularly those living alone. Phyllis Jackson, a retired administrative assistant, shared her perspective, stating, "I like to see people talking, and since I live alone, I like to hear voices. It seems more personal. At my age and living alone, if I couldn't have access to the internet, that would really depress me." Moreover, 6% of respondents indicated that disruptions in internet service had negatively impacted their access to virtual education opportunities over the past year. Amina Fazlullah, head of tech policy advocacy at Common Sense Media, found this statistic particularly troubling, emphasizing the critical role that reliable internet plays in engaging students with educational resources.

As prices have risen, the consequences have been severe for many users. The survey revealed that one in five adults with home internet access have had to downgrade their plans, switch ISPs, or cancel their service due to financial constraints. Only a small fraction, one in ten, have attempted to negotiate their bills. Fazlullah expressed concern regarding these trends, stating, "All of your daily needs -- so much of it runs through the internet, and knowing that people are losing access is particularly concerning." Karen Kama, a 68-year-old resident of Reading, Pennsylvania, shared her own struggles, revealing that even a minor increase in her low-income internet plan from Xfinity forced her to reconsider her service. "If they go up again, I'm just gonna have that shut off," she said, highlighting the harsh reality many face.

The issue of affordability remains a critical barrier for numerous individuals lacking home internet access. According to a 2021 survey conducted by the Pew Research Center, 20% of those without internet subscriptions cited cost as the primary reason, a figure that dwarfs the percentage of respondents citing availability as a concern.

In light of the recent end of the Affordable Connectivity Program (ACP) in mid-2024, which provided a $30 monthly subsidy for low-income households, the survey also sheds light on how this policy change has affected internet users. Approximately 12% of respondents indicated that they had seen their bills increase after the cessation of this benefit. Christopher Ali, a professor of telecommunications at Penn State University, remarked, "The demise of ACP was detrimental to so many, and I think that this is reflected in these numbers." When the program ended, it had enrolled 23 million Americans, providing essential support to households earning at or below 200% of the federal poverty guidelines.

For consumers facing rising internet bills, it is crucial to take proactive steps to manage costs. Monitoring billing practices is essential, especially for individuals with auto-pay set up, as price increases can easily go unnoticed. Here are several strategies to consider:

• Negotiate with your ISP: Many consumers have successfully negotiated better deals with their service providers. This often involves initiating communication through online chat or phone calls. Researching available plans and calling between May and October can yield better results.
• Downgrade your plan: Assess your speed requirements. For most users, 100 Mbps is sufficient for HD streaming and video calls. Use speed testing tools to determine your current speed and consider downgrading if you're paying for more than you need.
• Switch ISPs: If negotiations are unfruitful, exploring other ISPs may be worthwhile. Many providers offer attractive deals for new customers, and some will even cover cancellation fees from your previous provider. Utilize the FCC's broadband map to discover available options.
• Buy your own equipment: Consider purchasing your own router rather than renting from your ISP, which typically incurs monthly fees. While there's an upfront cost, this investment can result in significant long-term savings.

This survey was commissioned by CNET and executed by YouGov Plc, encompassing a total sample size of 2,367 adults, with 2,304 having home internet access and 1,916 paying for it. The fieldwork occurred from March 19-21, 2025, and the results have been weighted to represent the broader population of U.S. adults aged 18 and older.