The UK's best and worst broadband providers

Plusnet is named the UK’s worst broadband provider, while Sky and EE are named the best. We look at how all the major broadband firms compare in the latest Ofcom complaints tables.

Plusnet generated the most complaints for the second quarter running as the broadband firm struggles to get to grips with ongoing billing and pricing issues, according to official figures.

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

Want to switch to a cheaper deal? Compare prices in your area with Broadband Genie

How the best and 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 January to March 2019 – 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 in with your landline and pay TV provider.

Slow broadband connection? Try these seven steps to boost your speeds.

Broadband complaints figures from Ofcom, Q1 2019 (Image: Ofcom)

Worst broadband providers

Plusnet has endured a torrid time following the broadband provider's botched rollout of a new payments system last year but, while it remains on top of the complaints list, it does at least appear to be getting to grips with the matter.

For the latest quarter, it received 31 complaints per 100,000 customers, which is significantly lower than the 43 generated in the three months prior.

It means that, having been streets ahead in the worst broadband provider stakes, Plusnet is now only just in front of Vodafone, which came second with 30 complaints per 100,000 customers.

This is only the third quarter that Vodafone has attracted enough broadband customers to pass the threshold set by Ofcom for inclusion.

Having rocketed straight to the top in its first quarter, it's only the shocking performance of Plusnet keeping it in second place.

Worryingly for Vodafone, the number of complaints actually increased sharply from 25 to 30 over the quarter, suggesting it has more work to do to keep customers happy.

In third place on the list is TalkTalk, which also saw a sharp increase in complaints from 20 to 24.

BT saw a healthy drop in complaints (from 18 to 15), but remained fourth on the list of most complaints per 100,000 broadband customers.

Your rights if your broadband connection goes down

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 was joined in first place by rival EE, which saw complaints almost halve from nine.

The Post Office, another recent inclusion on the list, continued its strong performance and remained unchanged on eight complaints this quarter.

However, it fell one place to third after EE's strong performance, while Virgin (10) remained fourth.

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

Check out the latest deals from Sky, including broadband, TV and landline offers

Complaints per 100,000 customers over the last 12 months

Provider

Q2 2018 Q3 2018 Q4 2018 Q1 2019

TalkTalk

24

23

20

24

Plusnet

16

21

43

31

BT

15

22

18

15

Virgin Media

11

13

14

10

EE

7

8

9

5

Sky

5

5

5

5

Vodafone

-

27

25

30

Post Office

-

9

8

8

Industry average

12

12

15

13

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? Because recent research 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

Who are the best and worst telecoms firms?

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

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 

 

Comments


Be the first to comment

Do you want to comment on this article? You need to be signed in for this feature

Copyright © lovemoney.com All rights reserved.