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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?


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. These are a quarterly breakdown of how many complaints per 100,000 customers each major provider attracts.

Below are the latest results. 

Provider

Complaints per 100,000 customers
Q4 2014

Complaints per 100,000 customers Q1 2015

Complaints per 100,000 customers Q2 2015

Complaints per 100,000 customers Q3 2015 Complaints per 100,000 customers Q4 2015 

EE

42

51

45

45

34

Plusnet

22

22

20

37

32

BT

26

25

22

35

28

TalkTalk Group

23

26

27

33

32

Virgin Media

6

9

7

6 7

Sky

6

5

5

7 6

Industry average

16

17

16

22 19

Once again, EE had the most complaints for the previous quarter, however, EE also saw the highest drop in complaints figures. 

Problems relating to faults, service and provision, billing, pricing and charges and complaints handling were the main drivers of complaints about EE broadband.

Plusnet’s main complaint drivers were related to complaints handling, fault, service and provision issues. BT and TalkTalk also generated above industry average relative complaint levels. Virgin and Sky generated the lowest relative complaint volumes compared to the other providers.

Sky beats the lot with the lowest volume of complaints at just six per 100,000 customers, beating Virgin Media from the previous quarter.

See how much you can save by switching your broadband with SaveOn Digital - speak to an expert on 0208 022 5374

Which? satisfaction survey

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

See how much you can save by switching your broadband with SaveOn Digital - speak to an expert on 0208 022 5374

This article is regularly updated

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