Searching for the best broadband provider in your area?
This is one of the most frequently Googled searches. To answer it, we need to review the performance of the UK’s top broadband providers, many of which will be available in your area.
In this article, we will review Ofcom’s most recent “Comparing Broadband Customer Service” report, which was published in May 2023 and covers the period from 2021 to 2022.
Ofcom (Office of Communications) is the UK regulator for the communications services in the UK. They oversee the quality and affordability of broadband, phone, mobile, TV, radio, and postal services. Ofcom plays a crucial role in regulating the broadband market in the UK to ensure fair competition, protect consumers, and promote investment in infrastructure. Here are some key aspects of their regulation:
- Quality of Service: Ofcom sets standards for the quality of broadband services, ensuring that providers deliver reliable and high-speed connections. They monitor and enforce compliance with these standards.
- Consumer Protection: Ofcom ensures that consumers are treated fairly by broadband providers. This includes protecting consumers from misleading advertising, ensuring clear and accurate information about services, and handling complaints effectively.
- Universal Service Obligation (USO): Ofcom oversees the USO, which guarantees that every household in the UK has the right to request a decent broadband connection. This ensures that even remote and rural areas have access to broadband services.
- Promoting Competition: Ofcom promotes competition in the broadband market by regulating wholesale prices and encouraging new entrants. This helps to keep prices affordable and improve service quality.
- Infrastructure Investment: Ofcom creates conditions that encourage investment in broadband infrastructure, such as the rollout of full-fibre networks. They regulate the market to ensure that investment is directed towards upgrading the UK’s broadband infrastructure.
- Transparency and Information: Ofcom requires broadband providers to be transparent about their services, including speeds, prices, and contract terms. They provide tools and information to help consumers compare different providers and make informed choices.
Ofcom’s Review of the Best UK Broadband Providers
Use the interactive report below to review the performance of major UK Internet Service Providers (ISPs). This latest Ofcom Comparing Service Report evaluates key performance factors including reliability, call waiting times, complaints handling, resolution, and overall satisfaction.
Reviewing this report can help you make an informed decision if you’re switching broadband providers or looking for a new broadband provider in your area.
Summary of Broadband Provider Overall Satisfaction with service
In 2021, 83% of broadband customers expressed satisfaction with their overall service, marking an increase from 80% in 2020. BT customers were more likely to be satisfied than the average, with 88% expressing satisfaction, an improvement from 80% in 2020. Conversely, Virgin Media customers were less satisfied than the average, with 78% expressing satisfaction with their broadband service.
8% of broadband customers reported dissatisfaction with their overall service, primarily due to poor service or bad connections, as cited by 49% of dissatisfied users. Over four in five broadband customers were satisfied with the reliability of their service in 2021, an increase from 78% in 2020 to 82%. BT customers were more likely to be satisfied with the reliability of their broadband service (86%), while TalkTalk (75%) and Virgin Media (76%) customers were less likely to be satisfied.
Compared to the average, TalkTalk customers were less likely to be satisfied with the speed of their broadband service (73% vs 80%)BT, EE, Plusnet, and Sky customers were more likely to recommend their broadband provider to a friend, while TalkTalk and Virgin Media customers were less likely to do so.
In 2020, while EE had an above-average recommendation score, all other providers were in line with the average. Consequently, BT, Plusnet, and Sky have improved their relative positions, while TalkTalk and Virgin Media have seen a decline since 2020.
Summary of Broadband Provider Call waiting times and abandonment rates
Phone remained the most favoured method from customer to get in touch with their broadband provider in 2021, representing 86% of all customer interactions. The next preferred method was webchat, which accounted for 11% of the total contacts in this area.
In 2021, the average call waiting time for broadband and landline providers was 2 minutes and 16 seconds. Most providers in this area saw a reduction in their average call waiting times compared to 2020. However, only Plusnet, Sky, Virgin Media, and Vodafone managed to bring their waiting times below pre-pandemic levels.
NOW Broadband customers experienced the shortest average call waiting time in 2021, at just 31 seconds. On the other hand, KCOM had the longest average waiting time, which more than doubled from 3 minutes and 19 seconds in 2020 to 8 minutes and 53 seconds in 2021.
In 2021, 5% of calls were abandoned before reaching a customer service agent. Among the providers with comparable data, NOW Broadband had the lowest call abandonment rate, while KCOM had the highest. For those providers whose data were not comparable, TalkTalk and Virgin Media showed improvements in their abandonment rates in 2021.
Summary of Broadband Provider Complaints and complaints handling
In 2021, 20% of broadband customers reported having a reason to complain, a decrease from 26% in 2020. Vodafone (26%) and Virgin Media (23%) customers were more likely than the average to have complaints about their broadband service, while Sky customers (16%) were less likely. Compared to 2020, customers of BT (18% in 2021 vs 23% in 2020), EE (17% vs 30%), Sky (16% vs 24%), and Virgin Media (23% vs 29%) were all less likely to report having a reason to complain.
As in 2020, the most common reason for complaints was service issues, such as slow connection speeds or intermittent or total loss of service (75%). This was followed by billing, pricing, or payment issues (16%) and dissatisfaction with customer service (12%).
While the proportion of broadband customers with complaints decreased in 2021, only half of those who made a complaint were satisfied with how it was handled. BT and Sky performed better than average in this area, with just over half of their customers satisfied with the complaints handling process. TalkTalk and Virgin Media were below average in this measure.
Additionally, most complaints required more than one contact to resolve. Less than two in five broadband complaints (37%) were completely resolved on the first contact in 2021. BT customers were more likely than average to have their complaints resolved on the first contact, while Virgin Media customers were less likely to have this experience.
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Tips for negotiating with broadband providers
If you’re happy with your current broadband provider, then negotiating a cheaper renewal is a good option.
Negotiating with broadband providers can seem intimidating, but with the right strategies, you can secure a better deal. First, do your homework. Familiarize yourself with the available plans in your area, noting any special promotions or offers from competitors. This information will empower you when discussing options with your chosen provider. If you have a preferred provider, expressing knowledge about competitors’ offerings can give you leverage in negotiations.
When you contact the provider, be polite but assertive. Start by stating your interest in their service but mention that you’ve found better deals elsewhere. Many providers are willing to match or even beat competitors’ prices to retain customers. Additionally, don’t hesitate to ask about any unadvertised promotions or discounts that may apply to your situation. Loyalty can often be rewarded, so if you’ve been a long-time customer, mention that during negotiations.
Lastly, be prepared to walk away if you feel the offer doesn’t meet your needs. Sometimes, simply expressing your intent to explore other options can prompt the provider to present a more attractive deal. Don’t settle for the first offer; keep the conversation going until you feel satisfied with the terms. With persistence and a bit of strategy, negotiating your broadband plan can lead to substantial savings or enhanced service.
