The UK's best and worst broadband providers: BT and TalkTalk top complaints


Updated on 14 August 2017 | 6 Comments

BT has once again topped the broadband internet provider complaints list followed by TalkTalk, 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 Q1 2016

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

BT

31

26

36

33

34

TalkTalk Group

30

21

19

29

29

Plusnet

27

23

31

30

25

EE

34

21

26

26

24

Virgin Media

8

7

11

13

13

Sky

6

5

7

8

8

Industry average

19

15

20

21

21

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

Plusnet, TalkTalk 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.

Lindsey Fussell, Ofcom's consumer group director, said: “Our report shows that, for a number of providers, there is still much room for improvement.

“Broadband companies must take all possible steps to improve their complaints handling and customer service, and we expect this to be their number one priority.”

Get better broadband with broadbandchoices.co.uk

Which? satisfaction survey

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

The only company that performed worse than BT in the customer satisfaction survey is TalkTalk. 

Once again, the results show that smaller suppliers are dramatically upstaging some of the biggest names in the industry. Zen Internet and Utility Warehouse were the only providers that were awarded five stars for customer service, with customers finding them quick and easy to contact with great technical support. 

On the whole, frequent price hikes, connection droupouts, unreliable speeds and 'woeful' levels of customer service when trying to contact providers factored into the low scores shown below.

Provider

Ease/speed of contact

Value for money

Customer service

Technical support

Reliability

Speed

Ease of set-up

Score

Zen Internet

5/5

3/5

5/5

5/5

5/5

4/5

N/A

86%

Utility Warehouse

4/5

5/5

5/5

5/5

4/5

4/5

N/A

81%

John Lewis Broadband

4/5

4/5

4/5

4/5

3/5

3/5

N/A

68%

SSE

4/5

5/5

4/5

3/5

3/5

3/5

4/5

66%

Plusnet

3/5

4/5

4/5

4/5

3/5

3/5

N/A

65%

Virgin Media

3/5

2/5

3/5

3/5

3/5

4/5

4/5

52%

Vodafone

3/5

3/5

N/A

N/A

3/5

4/5

N/A

50%

Sky

3/5

3/5

3/5

3/5

3/5

3/5

4/5

49%

EE

3/5

3/5

3/5

3/5

3/5

3/5

N/A

48%

Post Office

3/5

3/5

3/5

2/5

2/5

2/5

N/A

48%

BT

2/5

2/5

2/5

2/5

2/5

2/5

N/A

45%

TalkTalk

2/5

3/5

2/5

2/5

2/5

2/5

N/A

38%

Only a third of providers scored more than three stars for broadband speeds. To check your speed you can use Which?'s free speed checker.    

Clustered at the bottom of the table with scores of 50% and below are Vodafone, EE, Sky, TalkTalk, Post Office and BT. 

So there you have it, your round up of the worst Pay TV firms. 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 broadband 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 

 

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