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The worst broadband providers

The worst broadband providers

Category: Broadband

Updated: 24/04/2017
First Published: 16/12/2013

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This article was correct at the time of publication. It is now over 6 months old so the content may be out of date.

Following on from Friday's look at the worst landline providers, Ofcom's stats also identified the worst-performing broadband providers in the industry.

Its quarterly figures compile complaints data from the major broadband providers – or those with a market share of 4% or above – and found that EE came out worst yet again. It's consistently taken the top spot in terms of complaints and this quarter generated 0.45 complaints per 1,000 customers, twice the industry average, with issues mainly regarding service and billing faults.

BT also saw a significant jump in complaints this quarter – reaching 0.41 per 1,000 customers – whilst Virgin Media once again out-performed its rivals with a mere 0.08 complaints per 1,000.

Which? conducted a similar survey of consumer satisfaction, this time taking into account smaller providers, but found that only a couple of them truly met expectations.

EE and BT again failed to impress – in terms of broadband and phone packages, BT scored just 50% of customer satisfaction while EE scored a marginally better 57%, while for broadband only BT managed to rack up just 54%.

Other providers fared similarly. AOL scored a woeful 38% for its broadband service and just 53% for its combined package, and although Virgin Media scored better than most (coming in at 63% for both its broadband service and combined phone/broadband) it wasn't enough to be given recommended status.

Instead, it was the smaller providers that excelled. Plusnet and Utility Warehouse both scored an impressive 76% for their broadband and phone service whilst for broadband-only it was Plusnet that took the top spot with 73%, resulting in both providers being given the honour of becoming recommended suppliers.

What next?

Do these figures echo your own experiences? Fed up with poor service from your current provider? Then don't stay put – use our comparison tool to find the best deals and hopefully get a service that lives up to expectations.

Disclaimer: Information is correct as of the date of publication (shown at the top of this article). Any products featured may be withdrawn by their provider or changed at any time.

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