The UK's best and worst broadband providers

Which broadband providers should you avoid, according to the latest customer satisfaction surveys?

Updated: 
The UK's best and worst broadband providers

Which broadband providers can you rely on, and which are the ones to avoid?

When it comes to those most likely to let you down, it's worth taking a look at the Ofcom complaints figures. These are a quarterly breakdown of how many complaints per 1,000 customers each major provider attracts.

Below are the latest results.
ProviderComplaints per 1,000 customers
Q1 2014
Complaints per 1,000 customers
Q2 2014
Complaints per 1,000 customers
Q3 2014
Complaints per 1,000 customers
Q4 2014
EE0.420.340.330.42
BT0.330.270.280.26
TalkTalk Group0.240.230.240.23
PlusnetN/A0.200.250.22
Sky0.090.080.060.06
Virgin Media0.070.060.070.06
Industry average0.190.170.170.16

As you can see, EE is consistently the worst provider, with complaint figures way above the industry average. Complaints mainly concerned faults, service and provision problems, complaints handling and problems changing provider.

BT, Plusnet and TalkTalk are also above average for complaints.

Which? satisfaction survey

Consumer champion Which? regularly surveys thousands of internet users to compare experiences with various different broadband providers.

The results show that smaller suppliers are dramatically upstaging some of the biggest names in the industry. Respondents who use the top four providers said that they would recommend them to their friends.
ProviderEase of set-upValue for moneyCustomer serviceTechnical supportReliabilitySpeedScore
John Lewis Broadband5/54/55/55/55/53/576%
Zen Internet5/52/55/55/55/53/575%
Utility Warehouse5/54/55/55/55/53/573%
Plusnet5/54/55/54/55/53/572%
Post Office5/54/55/54/54/53/561%
Tesco Broadband4/54/55/54/54/53/556%
Virgin Media4/52/54/53/55/54/552%
EE4/54/53/52/54/53/550%
Sky4/53/54/53/54/53/548%
TalkTalk4/53/53/52/53/52/548%
BT4/52/53/52/53/53/545%


It's worth noting that not a single supplier got top marks in the 'Value for Money' or 'Speed' categories. In fact, only two providers - Virgin and Zen - managed to score four out of five for speed, which has prompted Which? to campaign for providers to actually deliver the speeds that they are promising customers at the point of purchase. Clustered at the bottom of the table with scores of 50% and below are EE, TalkTalk, Sky and BT. Virgin Media and Tesco Broadband got better, but still mediocre scores that are barely worth talking about.

John Lewis Broadband, a new entry to the Which? table, scored a hugely impressive 76% overall, with top marks on four out of six categories, while Zen Internet comes in second place, despite offering relatively poor value for money. Utility Warehouse and Plusnet both scored well too, but there's a noticeable drop off past fourth place, with the Post Office's broadband getting a score of just 61%.

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.

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