The UK's best and worst broadband providers

Vodafone has retained its crown as the UK’s worst broadband provider, while Sky and EE remain joint-best. We look at how the major broadband firms compare in the latest Ofcom complaints tables.

Vodafone generated the most broadband complaints for the fourth quarter running, latest figures from Ofcom have revealed.

At the other end of the scale, Sky and EE generated the joint-fewest complaints from their broadband customers.

Usually, Ofcom provides insights into exactly what spurred these complaints, but due to the Coronavirus this quarter it has purely provided the complaints data with no further information. 

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How the best & worst firms are ranked

Every three months, Ofcom provides its breakdown of complaints per 100,000 customers that each major provider attracts. 

Below is the latest breakdown, which covers the three-month period from October to December 2019, the most recent figures available from Ofcom – if your provider features near the top, or you simply want a cheaper deal, make sure you compare broadband deals in your area today.

It's straightforward and you could save hundreds, especially if you opt to bundle your broadband with your landline and pay TV provider.

As a final point, while the figures might suggest a low number of complaints, it's worth remembering these are issues that have been escalated to the regulator because customers have been unable to get their issue resolved directly with their provider, as loveMONEY regular Mars Express points out in the comments section.

The actual number of unhappy customers will be far higher than this as these are only the documented extreme cases.

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Complaints ranked from least to most

Provider Complaints per 100k
Sky 5
EE 5
BT 10
Post Office 13
Virgin Media 14
TalkTalk 19
Plusnet 20
Vodafone 27
Industry Average  12

UK's worst broadband providers

Vodafone generated 27 complaints per 100,000 customers in the fourth quarter of last year, making it the most-complained-about service by some distance.

In second place was Plusnet, which saw complaints dip from 22 to 20.

In third, TalkTalk achieved a slightly greater reduction in complaints, from 22 to 19.

Virgin Media retained fourth spot despite complaints plummeting from 20 to 14 per 100,000, meaning it now equals the industry average.

Your rights if your broadband connection goes down

UK's best broadband providers

Sky continued its long run at the top, (interested in joining Sky? Check out the latest deals here), with complaints remaining unchanged at five per 100,000.

However, it will have to share its crown with rival EE for the second consecutive quarter as it received the same number of complaints in the fourth quarter.  

BT overtook the Post Office to take third place, with its complaints dipping from 13 to 10 while the latter conversely increased from 10 to 13.

Below are the results over the past six quarters to give you a clearer picture of how well (or not) the various broadband providers treat their customers over time.

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Complaints to Ofcom per 100,000 customers over the last 12 months

Provider

Q3 2018

Q4 2018

Q1 2019

Q2 2019

Q3 2019

Q4 2019

TalkTalk

23

20

24

23

22

19

Plusnet

21

43

31

26

22

20

BT

22

18

15

12

13

10

Virgin Media

13

13

10

16

20

14

EE

8

9

5

6

5

5

Sky

5

5

5

5

5

5

Vodafone

27

25

30

30

26

28

Post Office

9

8

8

7

10

13

Industry average

12

15

13

13

14

12

Should you switch even if you're happy?

The above figures give you a good idea which firms have the worst track records for treating customers fairly. 

But even if you are with one of the better performers, it's seriously worth considering switching if you've been with them for more than a couple of years.

Why? Recent research has highlighted how broadband firms are charging existing customers the best part of £200 a year more for the identical service being offered to new customers.

So even if you're happy with your service, you should still ensure you aren't getting ripped off by regularly shopping around for cheap broadband deals

Which are the best and worst telecoms firms?

So, there you have it, your round-up of the UK's best and worst broadband providers.

*This article contains affiliate links, which means we may receive a commission on any sales of products or services we write about. This article was written completely independently.

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

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