Which broadband providers should you avoid, according to the latest customer satisfaction surveys?
The last five words anyone would want, or expect, to hear come out of the mouth of a broadband customer service assistant: "No, I don't understand either."
Yet a couple of years ago, that's exactly what one of our writers was told. And what made it worse was that this particular broadband operator had spent the last 30 minutes attempting to explain to them something that – it now emerged – she was also clueless about.
We're not the only people with such horror stories though...
Ofcom complaint figures
Telecoms regulator Ofcom has just released its complaints data, highlighting the companies guilty of the most complaints between July and September 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:
|Complaints per 1,000 customers (Q4 Oct-Dec 2013)|
BT have generated the most complaints for broadband (as a proportion of its customer base) for the first time. Complaints mostly stemmed from faulty services and issues with the way BT handled complaints. EE have seen a significant drop from 0.45 complaints per 1000 customers to 0.29 - but that's still above the industry average of 0.27.
Virgin and Sky once again had the fewest complaints, with numbers dropping slightly from the previous quarter.
Compare broadband deals in your area with broadbandchoices.co.uk
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:
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!
You can use broadbandchoices.co.uk to compare the deals available in your area.
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.