A new survey from Reviews.org reveals that 41% of respondents feel “ripped off” by their broadband provider due to hidden fees.

The Internet Awareness Survey, which measured many aspects of U.S. consumers’ knowledge of and feelings about their broadband service, polled 1,000 respondents in the United States who were age 16 or older.

The results, overall, reveal both positive and negative experiences among broadband customers.

Speed and reliability are a plus

The survey’s most positive results center around the actual broadband service consumers receive. 82.2% of respondents are happy with both the speed and reliability of their connection. Half of all respondents said their speed has increased and/or improved since they first established service with their provider.

Price is a minus

According to the survey, the cost of broadband service is the biggest downside for most consumers. 63.3% of respondents are satisfied with the price of their service. But 46.7% of respondents said they experienced rate increases after a promotional period, and 41% said they feel “ripped off” by hidden fees.

Price is also a strong motivating factor for changing providers. 54.7% of the survey’s respondents said they are open to switching to a different provider, while 47.3% said they have never switched providers. The top reasons for switching were finding a better price with a new provider or an unreliable connection.

Choosing is confusing

The survey highlights consumers’ confusion when it comes to choosing a broadband provider:

• 46% were unaware of the options for providers in their area
• 1% have never shopped for other options in their area
• 2% said they find shopping for internet confusing

When it comes to choosing a provider, the thing consumers want most is clear information about pricing, including transparency concerning additional charges, taxes, and fees.

What consumers don’t know

Finally, the survey revealed some surprising blind spots for many broadband consumers:

• 45% don’t know what speeds their internet plan offers
• 43% have never tested their speeds
• 20% do not know how much they pay for service

Taken as a whole, the survey suggests broadband providers can do a better job educating potential customers about the exact costs associated with their plans and how different plans compare. Once a customer signs up, detailed information and/or reminders about their speeds — along with information about how to maintain a fast, reliable connection — may be useful.

For complete survey results, visit the Reviews.org site.