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Virgin Media Comes Top in 2016 Home Broadband ISP Survey

Wednesday, February 10th, 2016 (12:22 pm) - Score 1,012

The latest annual UK Home Broadband Genie 2015 survey has announced that Virgin Media came out top as the overall “Best Broadband Provider“, although Sky Broadband and PlusNet also managed to pick up a few awards in different categories. Sadly TalkTalk often found itself at the bottom of the pack.

As usual the Broadband Genie survey used information collected from 6,768 consumers, as well as the data from 7,948,513 Internet speed tests conducted in 2015 and a judging panel to help them decide this year’s winners. The survey asked respondents to rate ISPs based on their performance across a range of categories, such as customer care, tech support and satisfaction with service speeds.

The judging panel included Jasmine Birtles (Founder of Moneymagpie), Matthew Evans (CEO of the Broadband Stakeholders Group), Matt Egan (Editorial Director at IDG UK), Tom Fellowes (Sale Director at Spitfire), Rob Hilborn (Head of Strategy at Broadband Genie) and Alex Scroxton (Network Editor for ComputerWeekly).

Home Broadband Survey Awards

Best Broadband Provider
Virgin Media 87%
Plusnet 86%
Sky 85%
EE 81%
BT 80%
TalkTalk 72%

Best Customer Care
Sky 91%
Virgin Media 90%
Plusnet 89%
EE 84%
BT 84%
TalkTalk 70%

Most Reliable Broadband Provider
Virgin Media 91%
Plusnet 88%
Sky 87%
BT 85%
EE 83%
TalkTalk 78%

Best Technical Support
Sky 90%
Virgin Media 89%
Plusnet 88%
BT 82%
EE 81%
TalkTalk 68%

Best Value Provider
Plusnet 87%
EE 81%
Sky 79%
Virgin Media 77%
TalkTalk 70%
BT 69%

Most Recommended Provider
Plusnet 85%
Virgin Media 84%
Sky 79%
EE 74%
BT 73%
TalkTalk 60%

Best Home WiFi Router
BT 90%
Virgin Media 89%
Sky 89%
EE 89%
TalkTalk 88%
Plusnet 87%

Fastest Provider (Download Speed)
Virgin Media 46.32Mb/s
BT 21.99Mb/s
Zen 19.84Mb/s
PlusNet 17.39Mb/s
Eclipse 15.47Mb/s
TalkTalk 15.39Mb/s
Sky 13.49Mb/s
EE 13.04Mb/s
Demon Internet 10.39Mb/s

Customer Speed Satisfaction
Virgin Media 93%
Sky 85%
Plusnet 84%
BT 83%
EE 80%
TalkTalk 75%

Judging Panel Awards

Best Budget Provider: Fuel Broadband

Best Bundled Provider: Sky Broadband

Most Innovative Provider: Relish

Best Streaming TV Service: Netflix

Best Catch-up Service: iPlayer (BBC)

Surveys like this only tend to focus on the biggest broadband providers and sadly this ignores the often superior support and service quality of smaller ISPs, although we note that Zen Internet, Eclipse Internet and Demon did at least get a mention in the speedtest data. Otherwise the results should always be taken with a pinch of salt.

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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.
Leave a Comment
8 Responses
  1. Avatar JamesM says:

    God knows how, 200mbps down to 8 in the day? hardly deserves an award. The forums are full of complaints. i guess the cash is flowing?

  2. Avatar peter says:

    Id trust the esteemed panel of judges over your continual rants everytime Virgin or Sky win anything. Well done to them both AGAIN!

    1. Avatar JamesM says:

      “esteemed panel of judges”

      Are you for real? Most of them are intertwined in with the ISP community by back handers. Like F!

    2. Avatar peter says:

      What are you on about?
      Jasmine Birtles (Founder of Moneymagpie) = moneymagpie.com/about
      Nothing to do with government or an ISP

      Matthew Evans (CEO of the Broadband Stakeholders Group) = broadbanduk.org/about/
      So based on that description BT and FTTC should had won LOL as they are so called broadband advisors

      Matt Egan (Editorial Director at IDG UK) = idg.co.uk/about-idg/
      Nothing more than a publisher they used to do a lot of of print magzines and websites like PC advisor.

      Tom Fellowes (Sale Director at Spitfire) = spitfire.co.uk/about-us/
      Sells ADSL/VDSL products, so no reason for them to vote cable better. IS there?

      Rob Hilborn (Head of Strategy at Broadband Genie) = broadbandgenie.co.uk/about
      Nothing more than a comparison site much like this site has a section to compare ISPs.

      Alex Scroxton (Network Editor for ComputerWeekly) = computerweekly.com/about
      Again nothing more than a publisher

      So out of 6 only 2 have anything to do with government or ISPs. One that sells ADSL/VDSL and another that advised the government to spend money on the tech which did not win this award…. Errrm ok backhanders if you say so LOL

  3. Avatar Captain.Cretin says:

    Wasnt PLUSNET crowned “ISP of the year” last week??

    Perhaps (to avoid confusion), they should amalgamate the dozens of different awards groups, and have an “ISP of the WEEK” award instead.

    Its not as if anyone believes a word of it anyway.

    1. Avatar peter says:

      Are you refering to this news item…
      http://www.ispreview.co.uk/index.php/2016/01/uswitchs-2016-broadband-awards-praise-virgin-media-and-plusnet.html

      If so then i think you will find Plusnet were the runner up to Virgin for “Best Broadband Provider” Plusnet did win the “Best value” award but not best provider.

  4. Avatar M says:

    I want to argue that this so-called ‘news’ should be taken with a pinch of salt because you only have to look at their community forum at http://community.virginmedia.com/t5/Speed/bd-p/Speed to see all the people that are unhappy, such as this customer at http://community.virginmedia.com/t5/Speed/E-N-O-U-G-H/td-p/3039103 . One would argue that this is just a handful of people compared to their entire subscription base, but I would like to know how many of that subscription base have contacted the support department about a issue like – for example, this one at http://community.virginmedia.com/t5/Speed/Broadband-Speed/td-p/3033045 just to be told that there is “no issue” which will lead the customer into a false state of mind, as if the customer was to blame for the issue! I also wonder how many of this subscription base who are not technically minded enough to realise that they are not getting a fully operational service that they are contractually obliged to have.

    I – myself have gone through the whole system to be told there is “no issue” to the point where I have had to contact company executives (starting point was the CEO email address) who also trys to give me the same runaround, but I actually had shown diagnostical evidence to prove otherwise. To cut a long story short, I keep asking for updates for when the issue is going to be resolved but all I get is “I will ask for updates from the network team” with no follow-up. Lack of bandwidth – sometimes down to kilobits, also causing packet loss _after_ their gateway/cmts and unstable modem firmware – are my issues which I _will_ make them fix because they should not be allowed to get away with it. Although I am out of contract, I have no alternative provider since every BT cabinet in my area is upgraded except mine, probably thanks to VM’s presence – meaning VM has an unfair monopoly where I live.

    A date with CISAS looms for VM I think as time is running out so they might as well pay to fix the network now, or have to pay for some good representation to try and explain themselves out of a situation where they have no defence.

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