How does YOUR broadband provider stack up? Experts reveal the best and worst companies in the UK – and it’s bad news for TalkTalk customers
- Which? has surveyed 4,000 Britons on their broadband providers
- TalkTalk was rated the worst, with an overall customer score of just 51%
- In contrast, Zen was rated the best, with an overall customer score of 81%
With the cost of living increasing by the day, many of us are taking measures to reduce spending, including reconsidering our broadband provider.
If you’re thinking about switching, a new report could come in handy, as Which? has revealed the best and word broadband providers in the UK.
Based on a survey of almost 4,000 customers, the results suggest that TalkTalk customers are the unhappiest with their service.
In contrast, Zen came out as the best broadband provider, with an impressive 81 per cent customer score.
If you’re considering switching, Which? recommends looking at providers that do not have price increases baked into their contracts.
Based on a survey of almost 4,000 customers, the results suggest that TalkTalk customers are the unhappiest with their service
The best and worst broadband providers
Best broadband providers
Worst broadband providers
Which?’s survey found that, despite being amid a cost-of-living crisis, the biggest firms are on the verge of forcing huge mid-contract price increases.
Despite this, most offer unreliable connections, ‘appalling’ customer service, and ‘barely-there’ technical support for customers, according to Which?.
TalkTalk was named the worst provider, with a customer service score of just 51 per cent.
Nineteen per cent of those who switched away from TalkTalk put this down to their connections being too slow, while 20 per cent said they wouldn’t recommend the service to others.
TalkTalk is set to increase its broadband prices by a whopping 14.2 per cent from April 1.
Virgin Media came in as the second worst provider, with an overall customer service score of 54 per cent.
Customers cited poor customer service and substandard technical support as the main reasons for why they were unhappy.
Virgin Media’s average monthly costs are already some of the highest in the UK, yet are set to increase by an average of 13.8 per cent in April.
Sky and BT did little better, with customer scores of 56 per cent and 59 per cent respectively.
Sky’s prices are set to increase by 8.1 per cent from Saturday, while BT is hitting customers with a 14.4 per cent mid-contract price hike from Friday.
With the cost-of-living crisis putting a massive strain on people’s finances, Which? is calling for broadband firms to allow customers to exit their contracts penalty free if the price goes up
At the other end of the scale, Zen was rated the best broadband provider, with an impressive 81 per cent customer score, followed by Hyperoptic (65 per cent customer score) and Utility Warehouse (63 per cent customer score).
None of these three providers are set to hike their prices mid-contract.
With the cost-of-living crisis putting a massive strain on people’s finances, Which? is calling for broadband firms to allow customers to exit their contracts penalty free if the price goes up.
Rocio Concha, Which? Director of Policy and Advocacy, said: ‘It’s unacceptable that the major broadband firms are hiking prices for their mediocre services by such huge sums during this unrelenting cost of living crisis.
‘Which? is calling for all providers to allow customers to exit their contracts penalty free if the price goes up and to cancel 2023 hikes outright for financially vulnerable consumers.
‘With just days to go until inflation-busting price hikes take effect, customers who are out of contract should take action now to switch away, cut costs and avoid paying a lot more for their current service.’
Five tricks to cut broadband costs
Switch provider
Save money at the end of your contract — new customers often get cheap introductory offers which can mean you pay up to 90 per cent less than with a standard tariff.
Broadband customers who switch away from the ‘big four’ providers (BT, Sky, TalkTalk and Virgin Media) typically save as much as £190 on their bill; those with a TV and broadband deal could save over £200.
Always haggle
Call to challenge your bill and save an average of £85 a year. Customers of the major providers usually save most, with the average Three customer shaving £45 off their bills.
Avoid price rises
Consider switching to a provider that doesn’t have price rises baked into its contracts.
Hyperoptic, SSE, Utility Warehouse and Zen Internet never hike prices midway through a contract.
Bag extra discounts
Some providers offer mobile and energy deals or discounts on other services. For example, EE, Virgin Media and Vodafone offer discounted mobile phone deals, while SSE and Utility Warehouse often offer cheaper broadband and energy bundles.
Refer a friend
Many broadband providers offer bonuses if customers refer a friend. These usually come as a gift card, but some providers offer bill credit or money off your tariff.
Source: Which?
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