Nearly One-Quarter Of Japanese Consumers Are Considering Switching Internet Providers Citing Quality Issues As The Leading Factor, According To New Airties Survey

PARIS and TOKYO, Jan. 27, 2026 /PRNewswire/ — At today’s Wireless Global Congress (WGC) APAC 2026, Airties, a global leader of AI-driven software that improves the connectivity experience for ISPs’ subscribers, today announced findings from a newly commissioned consumer survey, independently conducted by Qualtrics, of more than 1,000 Japanese households*. The survey revealed a potential churn crisis for home ISPs in Japan: approximately one-quarter of households are considering switching providers in the near future, with quality of service being a decisive factor. Similar research, disclosed last month**, found that roughly one-third of consumers across the US and UK are considering switching ISPs in the near future. Even though the likelihood of churn is lower in Japan, it demonstrates the scale of churn risk within the country. Notably, the survey also found that up to 60% of potential churn in Japan could be avoided by investing in better quality, features, and customer support, independent of pricing.

“Many Japanese households are silently suffering with real connectivity frustrations, and a stunning quarter of them are considering leaving their current Internet service provider in the near future,” said John Lancaster-Lennox, Executive Vice President and General Manager Asia Pacific at Airties. “Our research shows that Japanese consumers want ISPs to take more responsibility for the quality of their home Wi-Fi experience, and to provide a smarter managed service with advanced features that guarantee performance across apps and devices. Airties’ AI-driven connectivity software was designed to meet these expectations, provide better customer support, proactively mitigate churn risks, and improve customer satisfaction.”

Looming Risk for Japanese ISPs:

Quality vs Price:

Consumers Want ISPs to Manage the Home Wi-Fi and are Willing to Pay

Exceptional Connectivity and Prioritization is Essential

Airties empowers broadband service providers to deliver smooth, smart, secure connectivity. Across the globe, ISPs rely upon Airties’ software for the ongoing optimization of their customers’ broadband experience to help reduce churn, attract new customers, lower operating and support costs, and innovate in new ways. Airties’ AI-driven insights, across devices and applications, helps ISPs improve performance quality, market effectively, and deliver a premium managed broadband experience to consumers.

Airties Home directs consumers’ devices (laptops, tablets, phones, game consoles, IoT, smart home devices, etc.) to the best available Wi-Fi access point and frequency band based on real-time network conditions; manages Mesh networking; and optimizes QoS. It also helps ISPs observe, diagnose, and fix in-home connectivity issues automatically or through actionable recommendations; delivers insights and optimizations for connected devices and applications; and provides intuitive dashboards and APIs to support operators’ CRM systems and customer facing support apps to manage their home networks, set parent controls, prioritizations, guest access, and more.

Airties has received many prestigious industry awards for its innovations, including: “Best Home Wi-Fi Solution Award” from Broadband World Forum; “Best Wi-Fi Service Provider Solution” and “Best Home Wi-Fi Product” awards from Wi-Fi NOW; “Best Wi-Fi Innovation” and “Best-In Home Wi-Fi Network” awards from Wireless Broadband Alliance; “Best Broadband Customer Experience” from Cable & Satellite International; and numerous others.

Airties representatives will be at the Wireless Global Congress (WGC) APAC Event in Shinagawa, Tokyo, Japan. On January 27 at 11:00 a.m., John Lancaster-Lennox will present these survey findings at the Tokyo Innovation Base (TIB) during the session: “Inside the Japanese Home: Consumer Survey Perspectives and Implications for Broadband Providers”, and join a panel session at 6:40 p.m. on “Wi-Fi Opportunities for Carriers and Service Providers”.

* Survey of 1,055 respondents who are connected to Wi-Fi across Japan, commissioned by Airties in Q4 2025, and conducted by Qualtrics.**  Survey of 2,130 respondents who are connected to Wi-Fi across the UK (1,038) and US (1,092), commissioned by Airties in Q3 2025, and conducted by Qualtrics;

About AirtiesAirties empowers operators to provide smooth, smart, secure connectivity. Airties turns smart connectivity into a competitive advantage for operators and enhances how subscribers experience connectivity in the real world: making every connection smarter and more reliable. Airties’ AI-driven insights enable operators to lower churn, reduce expenses, boost satisfaction, and attract new customers. Across departments, from engineering to marketing, Airties helps increase efficiency, accelerate innovation, and design smarter campaigns. Airties’ holistic suite of hardware-agnostic software enables ISPs to manage connectivity, based on leading industry standards and open-source software, across their fibre, cable/DSL, and fixed wireless access (FWA) deployments. Airties’ customers include leading service providers such as AT&T, Cox, Deutsche Telekom, Telia, Telstra, T-Mobile US, Vodafone, and many others across the world. More information is available at www.airties.com.

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