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21 October 2020

Best and worst broadband providers 2020

Do you want to know the best and worst broadband providers in the UK? We asked thousands of customers about their experiences, so we can tell you which providers you should use and which to avoid.
Best broadband providers v3
YF
Yvette Fletcher

Bad broadband is more than just a mild inconvenience. We know how important it is to have a strong, stable connection, good customer service when things go wrong and the reassurance you're getting value for money.

That's why we survey a wide range of providers across the UK to find out exactly what their customers think. 

The best broadband companies offer great service at a great price. They provide a fast connection you can rely on and are on hand to help in the rare instances when something goes wrong.

But our broadband survey reveals that many broadband providers still don't deliver on those fronts.

Best broadband: all the major suppliers rated

More than 8,000 broadband provider customers took part in our latest survey, and one provider impressed enough to be named a Which? Recommended Provider. Its name may surprise you, but it offers both decent speeds and excellent customer service. It's also good value, so signing up for one of its packages won't break the bank.

You can use our research to discover:

  • The full results of our latest survey, with ratings for all the major providers including BT, Sky, TalkTalk and Virgin Media.
  • Which internet service provider (ISPs) we rated as a Which? Recommended Provider.
  • A full breakdown of how each provider is rated for customer service, value for money, connection speed, technical support and more.
  • Individual overviews of each provider, revealing everything from the deals they offer to the levels of complaints about them.
  • Lab reviews of the equipment they supply.
  • Quotes from real customers on their experiences.

We’ll tell you exactly what you need to know about all the UK’s biggest broadband providers and will help you avoid signing up for a deal you'll come to regret.

Only logged in Which? members can view the scores and recommendations below. Not yet a member? Join Which? now to get instant access. 

Broadband satisfaction survey results
ISP WRP Speed Reliability Value for money Ease of contacting Customer service Technical support Customer score (%)
   84%
Approve icon
 70%
   65%
   64%
   62%
   60%
   60%
   59%
   57%
   57%
   57%
   55%
   55%
   54%
Table notes: Based on an online survey of 4,473 members of the public conducted in January 2020. Ratings and scores are for broadband or broadband and phone packages. WRP stands for Which? Recommended Provider. Customer score is based on satisfaction and likelihood to recommend. We need at least 30 to include a survey result.

What makes a Which? Recommended Provider?

Which? Recommended Providers are the cream of the crop, and the accolade is only given to ISPs that achieve a customer score of 70% or above.

That's not all. We know that price is important, so we only give the award to those broadband companies we feel charge a reasonable price for their services. If they charge too much, they're not eligible to be Which? Recommended Providers, whatever score they receive in our customer survey.

They must also be signed up to two new schemes from Ofcom: its Codes of practice and its automatic compensation scheme. 

The two are designed to ensure a fairer broadband market - the codes require providers to give customers clear indications of the speed they can expect and a minimum speed that's guaranteed. Automatic compensation ensures those who experience poor service get money back when things go wrong, without having to chase it.

Both exist, in part, thanks to campaigning by Which?, but they are also voluntary. We'll only endorse providers that have committed to both schemes.

Are you getting the broadband speed you're paying for? Our broadband speed test can help you find out.