The Federal Communications Commission's new survey of American consumers of broadband and cell phone service finds that one in six cell phone users has experienced "bill shock
ETFs may also play a role in consumer behavior among those who consider changing their cell phone service provider. When asked whether paying an ETF was a factor behind a decision to keep service - even though they might have seriously considered switching - a majority (61%) of personal cell phone users said the ETF was at least somewhat influential. Specifically, among personal cell phone users:
- 43% said paying an ETF was a major reason they kept service with their current carrier.
- 18% said paying an ETF was a minor reason they kept service with their current carrier.
- 34% said it was not a reason behind a decision to say with their current carrier.
- 4% responded that they did not know.
For those with personal cell phones, 54% said they would have to pay an ETF and 18% did not know whether they would have to pay a fee.
Among personal cell phone users who said they were subject to an ETF, 47% did not know what the amount of the fee would be. For home broadband users who said they would have to pay an ETF, 64% did not know the amount of the fee.
17% of American adults with a personal cell phone said that at one time their cell phone bill increased suddenly from one month to the next, even though they had not changed their calling or texting plans.
88% said their cell phone company did not contact them after their bill suddenly increased.
84% said their cell carrier did not contact them when they were about to exceed their allowed minutes, text messages, or data downloads.