When a home internet connection fails, broadband may be trickier to fix than dial-up without help from customer support. Based on those who reported a failed home internet connection, broadband users were much more likely to seek user support for help (49% v. 27%). The problems, however, were equally likely to be fixed, with just 6% of dial-up users and 7% of broadband users unable to fix the problem.
| % Broadband | % Dial up | % Total | ||
| Contact user support for help | 49% | 27% | 45% | |
| Fix the problem yourself | 24 | 39 | 27 | |
| Fix the problem with help from family/friends |
15 | 17 | 15 | |
| Find help online | 2 | 6 | 2 | |
| Were NOT able to fix problem | 7 | 6 | 7 | |
| Source: Pew Internet Project | ||||