Which? Rank UK Broadband ISPs by the Top Four Complaints

A new survey of more than 1,900 broadband customers across 12 different ISPs has revealed how each are ranked when ordered by the top four most common service complaints (price hikes, slow speeds, connection problems and router faults).

The study, which was conducted by Which? between December 2017 and January 2018, found that Virgin Media customers were the most likely to have experienced a problem with their broadband service, with 73% saying they had some kind of difficulty in the last year, typically due to price.

Virgin was followed by Sky Broadband (62%) and BT (61%), while Zen Internet achieved the lowest proportion of complaints, with only a quarter (25%) of customers saying they had experienced a problem.

We won’t be doing our usual analysis since Which? has chosen to put this out on a Bank Holiday Monday and the ISPreview crew are on a break, but you can read the usual press release here and see the table below. As usual we always recommending taking the results of such studies with a pinch of salt.

It’s worth pointing out that Ofcom’s own study of consumer complaints found (here) that Sky Broadband and Virgin Media received some of the lowest complaint volumes of all the major ISPs. As usual we always recommending taking the results of such studies with a pinch of salt.