Fiber & 5G: What the 2024/25 CHIP network test means for Internet providers

Understanding network quality, meeting customer needs better

The latest NET CHECK analysis of fiber usage in Germany and the CHIP network test 2024/25 provide insightful data on network coverage, usage and quality. For Internet providers, this results in specific areas of action – particularly in the areas of self-service, customer support and product marketing.

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Fibre-optic expansion in Germany: Strong regional differences

According to NET CHECK the proportion of fibre-optic in federal states such as Lower Saxony (37.6%) and Hesse (35.3%) is significantly above the national average. In contrast, Hamburg (9.3%) and Berlin (9.0%) have comparatively low usage figures.
The measured fiber optic usage rates are based on a verified test carried out by NET CHECK nationwide between April 2024 and March 2025. Based on thousands of verified speed tests by real end users, NET CHECK has analyzed current fiber usage in the federal states.

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What does this mean for Internet providers?

• Targeted marketing in regions with a high degree of expansion – e.g. with fiber optic offerings directly via in-app campaigns in the MyProvider app.
  
• In poorly served areas: understandable communication, simple set-up processes and digital assistance to reduce barriers to change. Read more about customer expectations in the broadband market 2025.
• Self-service functions relieve support: Questions about setting up or using fiber optic connections can be clarified directly in the app. Learn how efficient customer service with a service app succeeds.

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5G in Germany: Standard with restrictions

The CHIP network test focuses on 5G expansion, particularly in the 3.6 GHz band. Only here are transmission rates of over 1 Gbit/s possible. In other frequency ranges (e.g. DSS), there is often no speed advantage.

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What does that mean for customer service?

• Many customers automatically equate “5G” with high-speed. Lack of clarification leads to frustration and support requests. Digital customer communication is therefore an important tool for Internet providers.
  
• One self-service app with realistic network status displays and tips for WiFi optimization helps to avoid misunderstandings. More about this topic ”WiFi 2025: Challenges and opportunities for network operators in the era of Wi-Fi 7 and IoT“ can be found in the blog post.
  
• Particularly with mobile routers or hybrid solutions, the exact distinction between LTE, DSS-5G and real 5G is crucial – both for users and in technical support.
  
  

What is really important to end customers: Connection quality counts

The evaluation criteria in the network test show that stable connections, short call set-up times and good voice quality play a central role for users – sometimes more than just download speeds.

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How providers should react to this:

• Reliability should play a bigger role in customer service than theoretical maximum values. Shifting communication from peak values to really important key figures.
  
• The MyProvider app's unique WiFi optimization options solve the problem for customers: Find invisible WLAN bottlenecks in the home network for the first time! For the first time, this leads to a truly noticeable improvement in quality– or to customer understanding. Either way, it's a win-situation for the provider.
  
• Anyone who offers self-help tools reduces stress among customers and their own employees. What really counts is the following: Self-service companies make things so convenient for customers that they don't even think about ever switching. Retention at its best!

How providers increase customer satisfaction, you can find out in the article. Become a service pioneer with MyProvider.

Self-service as the key to scaling customer support

The more than 8 billion measurement data evaluated in the CHIP network test clearly shows that users today expect transparency, control and rapid assistance – requirements that traditional hotline structures are often no longer able to meet. Digital solutions such as MyProvider make it possible to meet these increasing expectations while efficiently scaling support.

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Why MyProvider plays a central role here:

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Setup and troubleshooting assistance

Step-by-step instructions and automated diagnostic functions help users solve many problems themselves – without a phone call.

Central access to customer account and contract data

All relevant information is available directly in the app – simply, securely and available at any time.

Insight into the home network and current network quality

Users receive information on network availability and faults – not only from the network operator side, but also related to their home network, including WLAN optimization and specific recommendations for action.

Automation instead of waiting

By relieving the support team of standard inquiries, support costs are measurably reduced – while at the same time increasing customer satisfaction.

Why myProvider no AI-based call services?

• Actual physical help possible
  With the help of the app, the home network can be maintained, optimized and resolved. No phone call or chatbot can offer that.
  
• It is not an OR, but an AND
  Should there be a call anyway, an intelligent AI-based telephony service can be the ideal gateway to the MyProvider app. The entire suppression path is then available 24/7, efficiently and highly scalable.

More about the Limits of chatbots in technical customer support read on our blog.

Conclusion: Understanding network tests, meeting customer expectations in a targeted manner

The latest data from the fiber optic analysis and the 5G network test show that the technical framework varies significantly from region to region, while expectations for service and network quality are increasing. Those who respond with intelligent self-service offerings create satisfaction, efficiency and competitive advantages.

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Have you become curious?
Find out how MyProvider helps Internet providers with customer service, marketing and network transparency.