Different Devices, Different Solutions 50% 45% 40%
Those who had their computers fail most recently were equally likely to fix it themselves as they were to contact user support for help (29%), but they were significantly less likely than those with internet connection or cell phone failures to contact user support. Some 45% of those with internet failure and 43% of those with cell phone problems contacted user support, compared with 29% of those with computer problems to do so.
Some 15% of all technology users with failed devices fixed the problem with help from family or friends, and those with computer (18%) and internet (15%) failures were significantly more likely than those with cell phone problems (7%) to get help from family or friends.
Cell phones were the device least likely to be fixed, as nearly one-fourth (23%) of those with broken cell phones were unable to fix problems they had with their cell phones. Some 19% of those with broken computers reported not being able to fix their computers, while significantly fewer were left without internet (7%). Put another way, while 77% of cell phone owners were successful fixing their phones when they broke, 93% of those whose home internet connection failed were able to fix it.
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.
Different Devices, Different Solutions  | 50%  | 45% 43%  | 45%  | 38%  | 40%  | 35%  | 20%  | 28%  | 299  | 30%  | 24 28%  | 23%  | 25%  | 19%  | 18%  | 20%  | 15%  | 15%  | 15%  | 10%  | 5%  | 0%  | Were NOT able to fix  | Contact user support  | Fix the problem  | Fix the problem with  | for help  | yourself  | help from familyfriends  | problem  | % of those - hose COMFUTERFAILED most recently who tried to fix the problem by...  | % of those a hose HOMEINTERNET CONNECTIONFALLED recently most recently who problem tried by... to fix the problem by  | 8 % of those a hose CELL PHONEfailed most recently who tried to fix the problemby.  | R % total with failed devices who tried to fix the problemby. 