In 2024, several broadband providers in the UK have emerged as the best and worst based on factors like customer service, reliability, and value for money. Here's a breakdown of the top and bottom performers:
Best Broadband Providers 2024
- Zen Internet
Zen consistently ranks as one of the best for customer service, reliability, and speed. It excels particularly in customer satisfaction, with most customers reporting smooth experiences and timely problem resolutions. Zen also scored highly for broadband reliability, making it a top choice for those seeking dependable service(
The Independent
- Known for offering ultra-fast fibre broadband, Hyperoptic stands out for speed and customer service. It has one of the fastest available packages in the UK and receives high marks for resolving customer issues quickly. It is particularly good for users in urban areas who need high-speed internet(
Expert Reviews
- Plusnet, part of the BT Group, shines with its affordable pricing and strong customer service, especially for those looking for a balance between cost and reliability. Despite being a BT subsidiary, Plusnet often beats its parent company in terms of customer satisfaction(
The Independent
- Offering a unique mobile-based broadband solution, Three provides excellent value, especially for areas with strong 5G coverage. It’s a great choice for users who need a portable internet solution without the need for landlines(
Expert Reviews
- TalkTalk
TalkTalk has faced ongoing issues with reliability and customer service, with frequent reports of service dropouts and delayed resolutions to problems. Customers have expressed dissatisfaction with the consistency of their connection, particularly in high-traffic periods(
Expert Reviews
- Despite offering some of the fastest broadband speeds, Virgin Media is notorious for its poor customer service. Long waiting times for customer support and unresolved complaints have led to dissatisfaction among a significant portion of its user base(
www.ofcom.org.uk
- Sky also struggles with reliability and customer service, often receiving low scores for resolving issues promptly. Many customers report problems with slow speeds and frequent outages, particularly on its lower-tier packages
The Independent
For those looking for the best broadband provider in 2024, Zen Internet and Hyperoptic lead the pack for reliability and customer service, while providers like TalkTalk and Virgin Media fall short, especially in handling customer complaints.
Other Notable Broadband Providers in 2024
- BT
BT remains a reliable choice for many UK households due to its widespread availability and consistent performance in speed and reliability tests. However, it tends to be more expensive than competitors like Plusnet. BT's customer service is generally good, but it's often outshone by its subsidiaries like EE and Plusnet, which offer better value for money
- EE is another strong performer in 2024, especially for those already using its mobile services. It offers robust speeds, including gigabit options, and its plans include perks like free mobile data upgrades. EE scores highly for its router quality but is slightly pricier than its competitors(
Broadband Savvy
- NOW Broadband, a budget-friendly option, provides simple packages for those looking for no-frills broadband. While it offers good value, its service lacks the speed and reliability of premium providers. It is best suited for light internet users who prioritize affordability
- Vodafone
Vodafone's broadband service is considered adequate but does not excel in any specific area. Customers report mixed experiences with customer service, and while it offers decent speeds, reliability issues sometimes arise. Vodafone also lags behind other providers like EE in offering extra perks
The Independent
- Shell Energy, while affordable, often receives criticism for poor customer service and lack of value for money. The company’s broadband service is basic, and customer feedback suggests it struggles with reliability, making it a weaker choice for high-speed or high-usage households(
When choosing a broadband provider in the UK, it's essential to consider your specific needs:
- For Reliability and Speed: Zen Internet and Hyperoptic are top choices, particularly if fast and reliable internet is a priority.
- For Budget-Friendly Options: Plusnet and Three offer good value for money, though Plusnet requires longer contract commitments, while Three’s mobile-based broadband may not suit everyone.
- For Customer Service: Zen Internet, Plusnet, and Hyperoptic excel here, consistently ranking high in customer satisfaction
Expert Reviews
In contrast, TalkTalk and Virgin Media may disappoint customers with lower-than-average service and frequent complaints. For households requiring dependable customer support or flawless performance, these providers might not be the best fit in 2024.
Key Takeaways for Broadband Providers in 2024
Best Overall Performers:
- Zen Internet: Continues to lead in customer satisfaction, offering top-notch reliability and excellent customer service. It's ideal for users who prioritize performance and don't mind paying a premium for excellent service(
- Hyperoptic: Best for speed, particularly in urban areas where full fibre is available. It also scores well for customer service, offering ultra-fast broadband at reasonable prices(
- Plusnet: A budget-friendly option with excellent customer service. Despite long contracts, it offers consistent speeds and good reliability, making it a great choice for those on a budget(
- Three: Best value for mobile-based broadband. While it's not suitable for high-end gaming due to latency, it’s a cost-effective solution for general use, especially in areas with strong 5G coverage(
- Zen Internet: Continues to lead in customer satisfaction, offering top-notch reliability and excellent customer service. It's ideal for users who prioritize performance and don't mind paying a premium for excellent service(
Worst Performers:
- TalkTalk: Consistently ranks low for customer satisfaction due to reliability issues and poor customer service. It may offer good deals, but frequent complaints about dropouts and service quality tarnish its reputation(
- Virgin Media: While it excels in speed, Virgin Media suffers from poor customer service and long wait times for support. Many users find the experience frustrating, especially when dealing with issues like outages(
- TalkTalk: Consistently ranks low for customer satisfaction due to reliability issues and poor customer service. It may offer good deals, but frequent complaints about dropouts and service quality tarnish its reputation(
Key Factors to Consider When Choosing a Broadband Provider:
- Speed: If fast internet is your priority, Hyperoptic and Zen Internet are top choices, while Virgin Media also offers high speeds but with more customer service complaints.
- Customer Service: For top-tier service and quick problem resolution, Zen Internet, Hyperoptic, and Plusnet are the leaders.
- Value for Money: Three and Plusnet provide great value, especially for users on a budget. Three stands out for its unique mobile broadband service(
- Contract Flexibility: If you prefer flexibility, Three offers portable 5G broadband without a long-term contract, unlike providers like Plusnet, which requires a 24-month commitment(
Choosing the right broadband provider depends on what you prioritize—whether it's speed, reliability, customer service, or cost. For the best all-around experience, Zen Internet and Hyperoptic lead the way in 2024, while TalkTalk and Virgin Media are better avoided if customer service and reliability are concerns.
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