Virgin Media and Plusnet Come Top in 2017 Customer Survey of UK ISPs
Comparison site Cable has published the winners of a huge new ISP survey, which interviewed 16,753 UK broadband customers to identify the best providers via five categories (reliability, value for money, customer service, speed and switching). Virgin Media and Plusnet came top.
Customers were asked by Cable.co.uk to rate their existing broadband provider by giving them a score for each category, which was done on a scale of 1 to 10 (i.e. 1 is “completely fails / failed to meet my expectations” and 10 is “hugely exceeds / exceeded my expectations“).
Sadly the the results only cover the largest providers, which the site said is because those ISPs with fewer than 400 responses were removed “as a result of normal error margins producing adverse effects within such a huge sample.” The data itself was collected by Atomik Research during a three-week period starting from 5th Oct 2017.
The results are bad news for TalkTalk, which came bottom in three out of the five categories.
| Mean Average of All Categories | |
| Plusnet | 7.16 |
| Virgin Media | 7.15 |
| Sky Broadband | 7 |
| Vodafone | 6.77 |
| EE | 6.76 |
| BT | 6.71 |
| TalkTalk | 6.57 |
| Customer service | |
| Plusnet | 7.15 |
| Sky Broadband | 6.92 |
| Virgin Media | 6.9 |
| Vodafone | 6.61 |
| EE | 6.59 |
| BT | 6.42 |
| TalkTalk | 6.09 |
| Value for money | |
| Plusnet | 7.14 |
| TalkTalk | 6.86 |
| EE | 6.85 |
| Sky Broadband | 6.73 |
| Vodafone | 6.66 |
| Virgin Media | 6.56 |
| BT | 6.33 |
| Speed | |
| Virgin Media | 7.4 |
| Vodafone | 6.94 |
| Sky Broadband | 6.77 |
| Plusnet | 6.77 |
| BT | 6.71 |
| EE | 6.5 |
| TalkTalk | 6.26 |
| Reliability of service | |
| Virgin Media | 7.65 |
| Sky Broadband | 7.32 |
| Plusnet | 7.3 |
| BT | 7.25 |
| EE | 6.92 |
| Vodafone | 6.81 |
| TalkTalk | 6.69 |
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and Linkedin.
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