A recent report by consumer advocate Which? reveals that some major broadband providers in the UK are failing to meet customer expectations for reliable service. The report indicates that smaller alternative networks, known as “alt-nets,” are surpassing larger brands by offering faster speeds, more dependable connections, and better value.
The study highlights that issues with internet connections, particularly frequent dropouts, are prevalent among broadband users. Complaints about slow download speeds and service outages are also common among consumers.
A significant 91% of broadband customers reported facing problems with their internet service in the past year, indicating that only a small fraction of households enjoyed trouble-free connectivity.
Among major providers, Sky ranked poorly for frequent dropouts, with 38% of customers experiencing this issue. Although the problems were promptly resolved, they still caused inconvenience for users working from home or streaming content.
Virgin Media also received negative feedback, with 30% of users reporting regular connection dropouts despite paying premium prices. Approximately a quarter of Virgin customers expressed dissatisfaction with slow download speeds.
Sky users voiced discontent with the performance, with nearly one in three stating that their broadband speed was inadequate.
Other underperforming providers include TalkTalk and Sky’s NOW service, both receiving low ratings from customers.
On the other hand, smaller UK providers continue to excel, with Zen Internet receiving high praise for minimal reliability issues compared to major brands. Community Fibre and Hyperoptic also stood out for their performance.
Within larger providers, Plusnet distinguished itself by outperforming competitors like Vodafone, EE, BT, and Sky.
These findings align with previous Which? research, consistently showing that smaller broadband companies excel in reliability, customer service, and value compared to major UK providers.
Which? encourages households to explore alternative providers in their area and consider switching if unsatisfied with their current service. Ofcom’s broadband checker offers a convenient way to assess available broadband options.
HERE’S THE COMPLETE LIST OF TOP PERFORMERS AND UNDERACHIEVERS
Zen • Customer rating 83%
Hyperoptic • Customer rating 77%
Community Fibre • Customer rating 72%
Plusnet • Customer rating 71%
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