TechSee Survey Reveals Connectivity Gaps Still Plague U.S. Households, Driving Frustration and Churn

68% of consumers report Wi-Fi issues at home, with 51% ready to switch providers over poor connectivity.

NEW YORK, Sept. 29, 2025 /PRNewswire/ -- TechSee, a global leader in visual agentic AI for customer experience, today released findings from its State of Home Connectivity 2025 survey. The results highlight that Wi-Fi problems remain widespread and disruptive, even among premium subscribers, fueling consumer frustration, repeat support calls, and growing churn risk.

Connectivity challenges remain nearly universal. 68% of U.S. households reported Wi-Fi issues in the past 12 months, with disruptions frequent: 18% experience them daily and another 20% weekly. Even among those with whole-home Wi-Fi packages marketed to guarantee coverage, 72% reported connectivity issues, underscoring a sharp gap between customer expectations and actual performance. Coverage gaps add to the frustration, with 76% said they experience weak or unreliable Wi-Fi in specific rooms. These dead zones are not minor inconveniences, they directly impact productivity, streaming, and the connected devices people rely on every day.

Consumers are not passive in the face of these challenges. More than half (51%) said their first instinct is to troubleshoot on their own, most commonly by restarting their router (80%) or purchasing extenders (27%). Yet only 62% succeed in resolving problems fully without help, leaving a large share dependent on their providers when frustrations persist.

When problems escalate, they take a toll on service operations. Two third of households contacted their ISP at least once in the past year for connectivity issues, and nearly 39% had a technician dispatched. While most visits resolved the issue, around 20% of those visits failed to do so, creating repeated frustrations for households and driving up costs for providers.

The loyalty impact is stark. More than half of consumers (51%) said they would switch providers if their issues were not resolved quickly, while 48% would leave for better whole-home coverage. And 34% even said they would pay more for reliable connectivity, proof that reliability, not price, is now the real driver of loyalty.

Consumers are equally clear about what they expect next. 76% want providers to proactively flag coverage gaps during installation, and 77% expect technicians to test and demonstrate that every room is connected before leaving. More than half (56%) said they would be open to purchasing additional equipment if given clear, evidence-based recommendations.

Visual tools are emerging as a critical solution. 66% of consumers said they would use a mobile app that maps Wi-Fi coverage in their home, and 69% said step-by-step visual guidance would help them avoid calling support. Together, these findings point to a future where connectivity becomes not only reliable but transparent and visible.

"Connectivity experience has become the new battleground," said Eitan Cohen, CEO and Co-Founder of TechSee. "Consumers don't just want faster speeds, they want reliability they can see and trust. Providers who embrace proactive testing, visual diagnostics, and guided self-service will not only cut churn and support costs, but also create new opportunities for growth in the connected home."

TechSee polled nearly 4,000 consumers in the U.S for the census-weighted study. Men and women ages 18 to 60 of varying incomes, educations, and geographic locations. More details can be found here.

About TechSee
TechSee is the leading Agentic AI-powered platform harnessing computer vision to transform customer service. By enabling businesses to see and resolve what their customers see, TechSee eliminates friction, reduces costs, and enhances satisfaction. Trusted by Fortune 500 companies and global leaders in telecom, home automation, and consumer electronics, TechSee delivers seamless, intelligent service experiences at scale. The company is headquartered in Tel Aviv with offices in New York, London, and Madrid. For more information, visit www.techsee.me.

SOURCE TechSee