The UK's best and worst broadband providers


Updated on 27 September 2017 | 10 Comments

New figures from Which? reveal that, once again, smaller broadband providers are thrashing the bigger names when it comes to customer satisfaction.

The service you get from the nation's broadband providers can vary massively. Which are the ones you can trust, and which are the worst offenders?

Consumer champion Which? regularly surveys thousands of internet users to compare experiences with various broadband providers.

Once again, the only company that performed worse than BT in the customer satisfaction survey is TalkTalk. 

The results show that smaller suppliers are dramatically upstaging some of the biggest names in the industry.

Zen Internet and Utility Warehouse are rated by Which? as they offer packages which don't tie the customer down and are considered good value for money.

Slow broadband speeds, below-par customer service and poor value for money all factored into the low scores seen below. If you think your broadband speed is pitifully slow, try Which?'s free speed checker.    

Provider

Score

Zen Internet

85%

Utility Warehouse

76%

SSE

68%

John Lewis Broadband

66%

Plusnet

63%

Virgin Media

54%

EE

53%

Vodafone

49%

Post Office

47%

BT

46%

Sky

45%

TalkTalk

40%

As you can see, Vodafone, Sky, TalkTalk, Post Office and BT are clustered at the bottom of the table with scores of 50% and below. 

Get better broadband with broadbandchoices.co.uk

What about complaints?

When it comes to those most likely to let you down, it's worth taking a look at the Ofcom complaints figures.

The telecoms regulator provides a quarterly breakdown of complaints per 100,000 customers that each major provider attracts.

Below are the latest results. 

Provider

Complaints per 100,000 customers Q2 2016

Complaints per 100,000 customers Q3 2016

Complaints per 100,000 customers Q4 2016

Complaints per 100,000 customers Q1 2017

Complaints per 100,000 customers Q2 2017

BT

26

36

33

34

28

TalkTalk

21

19

29

29

24

Plusnet

23

31

30

25

20

EE

21

26

26

24

15

Virgin Media

7

11

13

13

13

Sky

5

7

8

8

7

Industry average

15

20

21

21

18

Once again, BT had the most complaints during the previous quarter. Ofcom says most complaints about BT related to faults, service and provision issues.

Plusnet and TalkTalk also generated above industry average complaint levels.

Virgin Media and EE generated below average complaints (EE is now below the industry standard threshold), but Sky beats the lot with the lowest volume of complaints at just seven per 100,000 customers.

So there you have it, your round-up of the UK's worst broadband providers. If you'd like to find out which firms topped the home phone complaints list, head this way, while this article will highlight the worst pay TV providers.

Fed up with your broadband speed? See if you can do better by comparing deals with broadbandchoices.co.uk 

This article is regularly updated

More on phone and broadband:

The cheapest and best broadband deals

How to save money on money on your BT phone, broadband and TV deals

How to cut the cost of your Sky TV, broadband and phone bills 

 

Comments


Be the first to comment

Do you want to comment on this article? You need to be signed in for this feature

Copyright © lovemoney.com All rights reserved.