More than eight in 10 broadband customers hit with connection issues in the last year, Which? reveals

More than eight in 10 broadband customers have experienced a problem with their connection in the past year, according to Which? research, as the consumer champion advises people to switch if they are unhappy with their supplier. 

Which?’s latest broadband satisfaction survey of nearly 4,500 broadband customers found more than eight in 10 (85%) have experienced at least one connection issue in the year to January 2025 - with slow downloads and uploads, sluggish speeds, connection drop outs, and router problems some of the most common grievances.

These issues were persistent across many major broadband providers but Sky and Virgin Media often stood out for the wrong reasons.

The top issue broadband customers experienced was slow downloads and uploads - with nearly three in 10 (28%) saying they had frequently struggled with this problem. Sky was the worst provider for this issue - with four in 10 (39%) of its customers saying they frequently had problems. On the other hand, nearly half (47%) of Plusnet customers said they had not experienced slow downloads or uploads in the past year.

The second most common issue was very slow speeds - with around a quarter frequently affected (26%). Sky customers were again the worst affected, with nearly four in 10 (37%) saying they had frequently experienced very slow speeds in the past year. Zen Internet customers were least likely to suffer slow speeds - with over half (54%) saying they had not experienced this problem at all. 

Other common issues included frequent connection drop outs (22%) and router problems (21%). Worryingly, one in seven (15%) said they had lost internet for more than an hour and one in 10 (8%) said their connection had dropped for more than a day. 

Virgin Media and Sky customers were most likely to experience internet outages. One in five (22%) Virgin Media and Sky customers (21%) said they had frequently been left without their connection for more than an hour.

To add insult to injury, these firms often hike their customers’ bills mid-contract. Virgin Media customers who joined after 9th January 2025 will see their bills hiked by £3.50 per month every April - adding £42 a year to their bill. Sky does not have a fixed annual price rise but reserves the right to change its prices mid-contract, and does so regularly.

Recent Which? research found broadband customers could save £105 on average by switching suppliers at the end of their current contract and that smaller providers, such as Zen Internet and Utility Warehouse, are outperforming their bigger rivals in value for money, customer service and connection reliability. 

Any broadband customers who are unhappy with their provider or are struggling to get a reliable connection should not hesitate to vote with their feet and switch when their contract ends. 

Natalie Hitchins, Which? Home Products and Services Editor, said: 

“A good broadband connection is essential to modern life - whether working from home, connecting with family and friends or for helping kids with homework. 

“Consumers should be able to expect that the service they pay for is up to scratch - but our research shows that some providers are falling well short.

“Anyone who is unhappy with their provider should not hesitate to vote with their feet and switch to a supplier with a better connection when their contract ends.”

-ENDS-

Notes to editors 

Research

Results are based on a survey of 4,347 UK adults with a home broadband contract in December 2024 and January 2025.

How to fix slow broadband and connection issues

In some cases, the only way to fix broadband problems is to speak with your provider - or to pick a new one - but there are several things worth trying yourself first.

1. If you want to check how your speed compares to what was promised by your provider, start by running a broadband speed test. If your speed is much lower than expected, follow our steps on how to speed up slow broadband to see if you can fix the issue yourself.
2. If your wi-fi signal is dropping out regularly, consider whether all of your devices need to be connected at once. However, keep in mind that other people living nearby may also have an impact on your connection - learn how to change the wi-fi channel you're using to see if that helps.
3. And if your router is playing up, take a look at our guide on how to fix your router for help understanding what the lights on yours might be telling you.

How to complain about poor broadband speed

If you're experiencing persistent problems with your connection, it's worth letting your provider know. 

Several providers have signed up to Ofcom's voluntary code of practice on broadband speed: BT, EE, Plusnet, Now, Sky, TalkTalk, Utility Warehouse, Virgin Media and Zen Internet. Each of these providers has committed to give new customers clear information about speeds when they sign up, including a minimum download speed that is guaranteed. If you're with one of these providers and your speed drops below what was promised when you signed up, you may be able to leave your contract penalty-free.

BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media, Vodafone, and Zen Internet have also committed to Ofcom’s automatic compensation scheme. That means you won’t need to take any action to receive compensation if your service doesn’t start on the agreed date, your engineer appointment is missed or your service isn’t fixed after a loss of service.

If you're sick of experiencing issues with your broadband provider, it may be time to consider switching to a new one. Consumers can compare broadband deals on the Which? website here.

About Which?

Which? is the UK’s consumer champion, here to make life simpler, fairer and safer for everyone. Our research gets to the heart of consumer issues, our advice is impartial, and our rigorous product tests lead to expert recommendations. We’re the independent consumer voice that influences politicians and lawmakers, investigates, holds businesses to account and makes change happen. 

As an organisation we’re not for profit and all for making consumers more powerful.The information in this press release is for editorial use by journalists and media outlets only. Any business seeking to reproduce information in this release should contact the Which? Endorsement Scheme team at endorsementscheme@which.co.uk.