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The UK's best and worst broadband providers

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Which broadband providers should you avoid, according to the latest customer satisfaction surveys?


Telecoms regulator Ofcom has just released its broadband complaints data, highlighting the companies guilty of the most complaints between January and March this year.

The report only looks at providers with a market share of 4% or more, so you won’t see smaller broadband networks mentioned.

Let’s take a look at the results:

Provider

Complaints per 1,000 customers (Q2 Apr-Jun 2013)

Complaints per 1,000 customers (Q3 Jul-Sep 2013)

Complaints per 1,000 customers (Q4 Oct-Dec 2013) Complaints per 1,000 customers (Q1 Jan-Mar 2014)

EE

0.32

0.45

0.29 0.42

BT

0.28

0.41

0.32 0.33

TalkTalk

0.29

0.27

0.21 0.24

Sky

0.09

0.09

0.08 0.09

Virgin Media

0.06

0.08

0.07 0.07

EE looked to be making progress last quarter, when for the first time it wasn't the provider attracting the most complaints (as a proportion of its customer base). Normal service is apparently resumed however, with Ofcom confirming it had mainly received complaints about service faults, billing and issues with switching provider.

Virgin and Sky once again had the fewest complaints, with numbers around the same as the previous quarter.

Compare broadband deals in your area with broadbandchoices.co.uk

Which? research

This year consumer champion Which? surveyed thousands of internet users to compare experiences with various different broadband providers. Here are the results for both broadband and phone providers and broadband-only providers.

Broadband and phone:

Provider

Ease of set-up

Value for money

Customer service

Technical support

Reliability of connection

Connection speed

Score

BT

3/5

2/5

3/5

3/5

3/5

3/5

50%

AOL

3/5

3/5

3/5

3/5

3/5

3/5

53%

TalkTalk

3/5

3/5

3/5

3/5

3/5

3/5

55%

Tesco Broadband

3/5

3/5

3/5

3/5

2/5

3/5

55%

Sky

3/5

3/5

3/5

3/5

3/5

4/5

56%

EE

3/5

3/5

3/5

3/5

3/5

3/5

57%

Post Office

3/5

3/5

3/5

3/5

3/5

3/5

60%

Virgin Media

3/5

2/5

3/5

3/5

3/5

4/5

63%

Plusnet

4/5

4/5

4/5

4/5

4/5

4/5

76%

Utility Warehouse

4/5

4/5

5/5

4/5

3/5

4/5

76%

Broadband only:

Provider

Ease of set-up

Value for money

Customer service

Technical support

Reliability of connection

Connection speed

Score

AOL

3/5

2/5

1/5

2/5

2/5

1/5

38%

BT

4/5

3/5

3/5

3/5

3/5

3/5

54%

Virgin Media

4/5

3/5

3/5

3/5

4/5

4/5

63%

Plusnet

4/5

4/5

4/5

4/5

4/5

3/5

73%

So one again EE, TalkTalk and BT fail to impress. Indeed, only Plusnet and Utility Warehouse achieve a decent score, earning themselves the distinction of being recommended suppliers.

If you’re suffering from poor service from your broadband provider, don’t just stand for it – switch! You can use broadbandchoices.co.uk to compare the deals available in your area.

Which broadband network do you use? Which have been the best and worst in your experience? Let us know your thoughts in the comment box below.

This article is regularly updated

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