The UK's best and worst broadband providers


Updated on 31 March 2017 | 3 Comments

BT has once again topped the broadband complaints list, according to telecoms regulator Ofcom.

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?

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 Q4 2015 

Complaints per 100,000 customers Q1 2016

Complaints per 100,000 customers Q2 2016

Complaints per 100,000 customers Q3 2016

Complaints per 100,000 customers Q4 2016

BT

28

31

26

36

33

Plusnet

32

27

23

31

30

TalkTalk Group

32

30

21

19

29

EE

34

34

21

26

26

Virgin Media

7

8

7

11

13

Sky

6

6

5

7

8

Industry average

19

19

15

20

21

Once again, BT had the most complaints for the previous quarter.

Most were related to faults, service and provision issues as well as complaint handling, billing, prices and charges. 

Plusnet, Talk Talk and EE also generated above industry average complaint levels.

Virgin Media generated below average complaints, but Sky beats the lot with the lowest volume of complaints at just eight per 100,000 customers.

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Which? satisfaction survey

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

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

Respondents who use the top four providers said that they would recommend them to their friends.

Provider

Ease of set-up

Value for money

Customer service

Technical support

Reliability

Speed

Score

John Lewis Broadband

5/5

4/5

5/5

5/5

5/5

3/5

76%

Zen Internet

5/5

2/5

5/5

5/5

5/5

3/5

75%

Utility Warehouse

5/5

4/5

5/5

5/5

5/5

3/5

73%

Plusnet

5/5

4/5

5/5

4/5

5/5

3/5

72%

Post Office

5/5

4/5

5/5

4/5

4/5

3/5

61%

Tesco Broadband

4/5

4/5

5/5

4/5

4/5

3/5

56%

Virgin Media

4/5

2/5

4/5

3/5

5/5

4/5

52%

EE

4/5

4/5

3/5

2/5

4/5

3/5

50%

Sky

4/5

3/5

4/5

3/5

4/5

3/5

48%

TalkTalk

4/5

3/5

3/5

2/5

3/5

2/5

48%

BT

4/5

2/5

3/5

2/5

3/5

3/5

45%

It's worth noting that not a single supplier got top marks in the 'Value for Money' or 'Speed' categories.

In fact, only two providers – Virgin and Zen – managed to score four out of five for speed, which has prompted Which? to campaign for providers to deliver the speeds that they are promising customers at the point of purchase.

Clustered at the bottom of the table with scores of 50% and below are EE, TalkTalk, Sky and BT. Virgin Media and Tesco Broadband got better, but still mediocre scores that are barely worth talking about.

John Lewis Broadband, a new entry to the Which? table, scored a hugely impressive 76% overall, with top marks on four out of six categories, while Zen Internet comes in second place, despite offering relatively poor value for money.

Utility Warehouse and Plusnet both scored well too, but there's a noticeable drop off past fourth place, with the Post Office's broadband getting a score of just 61%. 

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.

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This article is regularly updated

More on phone and broadband:

The UK's worst home phone provider

The truth about Britain's 'superfast speeds'

How to find the best deal on your broadband, TV and phone package

 

 

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