Worst broadband for customer satisfactionWhich? reveals telecoms giants' broadband disappoints

19 September 2014

Broadband complaints

The UK’s telecoms giants are falling short when it comes to broadband services, according to the latest Which? customer satisfaction survey.

BT and EE received a dismal 49% in our latest customer satisfaction survey – the lowest of all the internet service providers (ISPs) rated.

It’s hardly surprising that in Ofcom’s most recent round-up, the regulator announced it had received above average levels of complaints about the two providers.

Which? members can read the full results of our survey in our broadband package reviews. If you're not already a member, you can gain access to all of our online reviews with a £1 trial subscription to Which?.

Rivals Virgin Media, Sky and TalkTalk didn’t do much better; the five companies together provide nine out of 10 of the UK’s broadband connections, but none managed a customer score higher than 53%.

Customers tell all

We survey thousands of broadband, home phone and TV subscribers twice a year so that we can help you to choose the best service for your home. In July 2014 we spoke to almost 2,000 customers and asked them about their experiences with their providers.

As well as calculating overall customer scores for each provider, we also rated each ISP on everything from customer service and technical support to the speed and reliability of the broadband connection.

Smaller ISPs impress

While service from the telecoms giants leaves a lot to be desired, the survey revealed that smaller ISPs are impressing their customers with great deals and great service. Three in particular stood out, achieving customer scores of over 75%. At least 90% of these smaller companies’ customers told us they’d recommend them to a friend.

You shouldn’t have to put up with a bad connection or poor customer service from your broadband provider – and you don’t have to.

The good news is that changing providers isn’t as difficult as you might expect. Read our how to switch broadband providers guide for step-by-step instructions on changing your ISP.

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