The UK's worst broadband provider

Updated: 

Telecoms regulator Ofcom has just released its complaints data, highlighting the companies guilty of the most complaints between January and March this year.

The report only looks at providers with a market share of 4% or more, so you won't see smaller broadband networks mentioned.

Let's take a look at the results:

Provider

Complaints per 1,000 customers (Q3 Jul-Sep 2012)

Complaints per 1,000 customers (Q4 Oct-Dec 2012)

Complaints per 1,000 customers (Q1 Jan-Mar 2013)

Complaints per 1,000 customers (Q2 Apr-June 2013)

EE

0.50

0.70

0.57

0.32

TalkTalk

0.35

0.33

0.36

0.29

BT

0.34

0.30

0.33

0.28

SKY

0.09

0.08

0.10

0.09

Virgin Media

0.12

0.10

0.08

0.06

Once again, Virgin Media is the most impressive performer, gaining just 0.06 complaints per 1,000 customers recorded. While EE has again received the most complaints over the quarter, it has cut those complaints in half over the last two quarters. That said, they remain almost double the industry average.

Complaints tended to focus on billing and issues with changing provider.

Which? research
This year consumer champion Which? surveyed thousands of internet users to compare experiences with various different broadband providers. Here are the results for both broadband and phone providers and broadband-only providers.

Broadband and phone:

Provider

Ease of set-up

Value for money

Customer service

Technical support

Reliability of connection

Connection speed

Score

BT

3/5

2/5

3/5

3/5

3/5

3/5

50%

AOL

3/5

3/5

3/5

3/5

3/5

3/5

53%

TalkTalk

3/5

3/5

3/5

3/5

3/5

3/5

55%

Tesco Broadband

3/5

3/5

3/5

3/5

2/5

3/5

55%

Sky

3/5

3/5

3/5

3/5

3/5

4/5

56%

EE

3/5

3/5

3/5

3/5

3/5

3/5

57%

Post Office

3/5

3/5

3/5

3/5

3/5

3/5

60%

Virgin Media

3/5

2/5

3/5

3/5

3/5

4/5

63%

Plusnet

4/5

4/5

4/5

4/5

4/5

4/5

76%

Utility Warehouse

4/5

4/5

5/5

4/5

3/5

4/5

76%


Broadband only:

Provider

Ease of set-up

Value for money

Customer service

Technical support

Reliability of connection

Connection speed

Score

AOL

3/5

2/5

1/5

2/5

2/5

1/5

38%

BT

4/5

3/5

3/5

3/5

3/5

3/5

54%

Virgin Media

4/5

3/5

3/5

3/5

4/5

4/5

63%

Plusnet

4/5

4/5

4/5

4/5

4/5

3/5

73%


So one again EE, TalkTalk and BT fail to impress. Indeed, only Plusnet and Utility Warehouse achieve a decent score, earning themselves the distinction of being recommended suppliers.

If you're suffering from poor service from your broadband provider, don't just stand for it – switch!

Which broadband network do you use? Which have been the best and worst in your experience? Let us know your thoughts in the comment box below.

Fed up with your broadband provider? See if you can get a better deal at broadbandchoices.co.uk