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Six UK ISPs Named as Which Mags Recommended Broadband Providers

Thursday, July 26th, 2012 (10:35 am) - Score 5,051
best isp gold award

The latest Which? magazine study of broadband quality, value, performance and general customer satisfaction has awarded its Recommended Provider status to six UK ISPs including Zen Internet, Utility Warehouse, Eclipse Internet, PlusNet, BE Broadband and O2. Sadly other ISPs didn’t do so well.

Members of Which? were asked to score fifteen of the markets best known broadband ISPs based on several criteria – Customer service, Ease of setup, Connection speed, Connection reliability, Value for money, Calling technical support and Overall technical support. Zen Internet came top with an overall customer satisfaction score of 84%.

Which Recommended Providers
(84%) – Zen Internet [RECOMMENDED]
(80%) – Utility Warehouse [RECOMMENDED]
(76%) – Eclipse Internet [RECOMMENDED]
(73%) – PlusNet [RECOMMENDED]
(72%) – BE Broadband [RECOMMENDED]
(71%) – O2 [RECOMMENDED]

(61%) – Post Office
(54%) – Madasafish
(52%) – Demon Internet
(51%) – Virgin Media
(51%) – Sky Broadband
(46%) – BT
(40%) – TalkTalk
(37%) – Orange UK
(28%) – AOL

It’s worth looking back and comparing these results with the same study conducted last year (here), which reveals that BE’s recent network problems have caused it to fall from 81% to 72% now. Both Sky Broadband and Virgin Media have also lost around 4-5% points. Meanwhile most of the other ISPs have only seen a minor change of +/- 1 or 2%.

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Mark Jackson
By Mark Jackson
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 Twitter, , Facebook and Linkedin.
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3 Responses
  1. Avatar FibreFred

    (72%) – BE Broadband [RECOMMENDED]
    (71%) – O2 [RECOMMENDED]

    Yet people are leaving by the boat load

    • Avatar Deduction

      I wouldnt read much into this to be honest Fibrefred. As an example and to prove im not always out to bash BT, they only score 46% above where as Utility warehouse score 80%. HOWEVER id be interested more in the actual amount of numbers that did the survey for each company.

      I imagine there were a lot more BT users surveyed and thus there is a greater chance of people being unhappy. Utility warehouse on the other hand i would assume had nowhere near the amount of users surveyed as BT did, thus resulting in a better score (you would have to be a very bad company if only limited numbers are rating you and you score bad).

      If each company was not surveyed/reviewed in equal numbers then the percent of “happy” people is pretty much inconsistent.

      How BE even scored what they did is anyones guess (die hards that rush to do the survey each year maybe???) It certainly based on the criteria of Customer service, Ease of setup, Connection speed, Connection reliability, Value for money, Calling technical support and Overall technical support does not deserve that 72%.

      Customer service is poor with no explanation of when issues will be fixed or what was wrong when most are fixed, the setup especially given the issues they have with the new modem/router they offer and the new network certain isnt easy (some have had to mess about in telnet) connection speed is pretty much an irrelevances as you should get around the same from any ADSL2+ product, connection reliabiliy on BE isnt there with constant issues with the service, its not cheap either compared to other similar services nowadays, calling support is a nightmare overseas (drops out) VOIP based system, and then the support you get is poor, they dont even know their own supplied gear inside and out, and often refer you to BE usergroup wikis.

      So yeah heres a rareity but AGREE 110% with you fibrefred. Id go even further and say fishy results in this survey.

  2. Avatar cyclope

    When did Utility warehouse become an ISP infact i doubt that they are an ISP As for BE/02 being in the list regardless of position, especially with all those network related issues that they allowed to continue for prolonged periods of time,I’m gritting my teeth for another round next week once the Olympics start

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