The UK's best and worst broadband providers


Updated on 21 December 2016 | 7 Comments

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 Q3 2015

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

BT

35

28

31

26

36

Plusnet

37

32

27

23

30

EE

45

34

34

21

26

TalkTalk Group

33

32

30

21

19

Virgin Media

6

7

8

7

11

Sky

7

6

6

5

7

Industry average

22

19

19

15

20

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 and EE also generated above industry average complaint levels

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

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 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.

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

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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