A recent report by consumer advocate Which? has revealed that some of the major broadband providers in the UK are failing to meet customer expectations for reliable service. The study found that smaller alternative networks, known as “alt-nets,” are surpassing big brands by offering faster speeds, more dependable connections, and better value for money.
Internet connection issues, particularly dropouts, were identified as a common problem among broadband users, with slow download speeds and service outages also causing frustrations. The research showed that a significant 91% of broadband customers faced issues with their service in the past year, indicating that only a small fraction enjoyed trouble-free connectivity.
Sky emerged as one of the worst performers in terms of frequent dropouts, with 38% of its customers reporting the problem. Virgin Media also received criticism for consistent connection dropouts despite having relatively high broadband costs, with around a quarter of users experiencing slow download speeds.
Among dissatisfied users, complaints about inadequate broadband speeds were prevalent, especially among Sky customers. Other major providers like TalkTalk and Sky’s NOW service also received low ratings from customers.
On the positive side, smaller UK providers like Zen Internet, Community Fibre, and Hyperoptic received praise for their reliable service. Plusnet, among the larger providers, stood out for outperforming competitors like Vodafone, EE, BT, and Sky.
According to Which?, smaller broadband firms consistently outshine major providers in terms of reliability, customer service, and value for money. The organization encourages households to explore alternative providers in their area and consider switching if dissatisfied with their current service, recommending the use of Ofcom’s broadband checker for network availability information.
In response to the report, a Virgin Media spokesperson emphasized the company’s ongoing investments in service improvements and highlighted positive feedback from independent sources regarding the quality of their broadband services.
Natalie Hitchins, Head of Home Products and Services at Which?, expressed that larger providers have been disappointing customers for too long and emphasized the importance of quality broadband as an essential service. She encouraged consumers to take advantage of competitive deals and switch to providers that offer better service.