Their annual customer service report looks at how the major broadband providers performed last year on factors such as customer satisfaction and value for money. Ofcom gives an independent report into what levels of customer service phone and broadband customers can expect. Read our useful guide to find out who are the best and worst broadband providers in the UK.
Who are the best broadband providers?
Overall, 85% of broadband customers said that they are satisfied with their service, with just 12% saying that they had a reason to complain about their provider. Have a look at the tables below from Ofcom showing customer satisfaction.
Plusnet customers reported higher than average overall satisfaction with their broadband service, despite having long waiting times on calls and a high number of complaints.
EE broadband customers were also largely satisfied with their overall service, as well as having very few complaints and extremely short call waiting times. They also had a high rate of customers satisfied with how their complaints were handled.
Who are the worst broadband providers?
TalkTalk customers were well below average with their overall satisfaction and their satisfaction with the reliability of their service. They were also unlikely to be happy with how their complaints were handled.
Despite average overall customer satisfaction, Virgin Media customers had long call waiting times and were also less likely to be satisfied with the handling of their complaints than the average customer.
Vodafone broadband customers had the most reasons to complain, with 115 complaints per 100,000 customers.
How are they ranked?
Every quarter, industry regulator Ofcom collects a survey of overall customer satisfaction, including factors such as satisfaction with customer service, satisfaction with the service itself and value for money. It also provides a breakdown of complaints per 100,000 customers for each major provider.
Remember that the ranking only provides a snapshot into the happiness of customers for each provider. It does not necessarily relate directly to how good their broadband service is, but can indicate when a provider is having more issues than normal. You must also remember that the complaints per 100,000 customers only shows you the number of customers who were so unhappy that they escalated their complaint to the regulator. There may actually be far more unhappy customers per 100,000.
These rankings do not mean you should necessarily switch broadband provider either. You may find that you have had no problems with your broadband service, but your provider is ranked badly by Ofcom. As long as you’re happy then there is probably no need to switch!
Who are the best broadband providers in the UK?
It’s important to remember that customer satisfaction is only one indicator of how good a broadband provider is. It’s hard to make a definitive list of the best broadband providers as there are a number of factors to take into account when choosing a good broadband service. Broadband coverage is different across the UK so the best provider may be different for someone in London to the best provider for someone in Edinburgh.
The first thing to do when looking for the best broadband provider is to check the coverage in your area. Enter your postcode below to find out the best broadband deals where you live. You will also need to work out what speeds you think you need and the price you can afford to pay. Providers will change special offers over time so look out for limited time offers that may give you a great broadband deal.
It will also depend how you define ‘best’. For example, if you are interested in customer satisfaction then EE, Plusnet and Virgin Media were the best providers according to Ofcom. If it’s broadband speed you are looking for then Virgin Media provide the fastest broadband service at 512Mbps. If you are looking for the best cheap deals then, the best way to find a good provider is to compare offers on our cheap broadband deals page.
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Should I switch broadband provider?
If you are unhappy with your broadband provider then you should definitely consider switching provider as soon as your contract ends. It is likely that you will be able to find a better broadband service for cheaper prices than your current deal.
Even if you’re happy with your current broadband provider, there may still be reasons to switch. If you’ve been with your current provider for a while then you may be paying far more than new customers are being asked to pay. By switching providers you will gain access to deals offered to new customers, so be sure to shop around regularly for cheap broadband deals.