Ofcom, the telecoms regulator, has named TalkTalk, Vodafone and Virgin Media the worst companies for customer service in its annual report on broadband and mobile phone providers.
The report combines interviews with customers and information given by providers. Its results align with our findings that some providers are letting consumers down when it comes to customer service, reliability and value for money.
Natalie Hitchins, Which? head of home products and services, said: 'Whether it is reliable connections, customer service or complaints handling, these figures show that some providers have the upper hand when it comes to giving customers what they want.
'While the suppliers who are lagging behind should be doing much more to tackle these issues, our advice for consumers remains the same - if you think you are overpaying or not getting the level of service you expect from your provider, shop around and switch as soon as you can.'
Ofcom says overall satisfaction levels with broadband providers have stayed the same since last year. However, customers are less likely to be satisfied with their broadband provider than they are with their gas, electricity or mobile phone provider.
They were also:
At the other end of the scale, customers were less likely to have a reason to complain about their provider than the typical customer, and those who did complain were more likely to be satisfied with the result.
Ofcom also explored call waiting times with the providers' customer service teams. TalkTalk did best, with customers waiting just 33 seconds on average.
The overall satisfaction with mobile phone providers was higher than for broadband - 93% were happy with their network. As with broadband, the level of satisfaction was similar to that in last year's report.
Both also disappointed when it came to customer service, being less likely to resolve complaints on first contact than other providers.