{"id":26368,"date":"2021-03-20T07:18:47","date_gmt":"2021-03-20T07:18:47","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=26368"},"modified":"2021-03-20T07:18:47","modified_gmt":"2021-03-20T07:18:47","slug":"zen-internet-named-best-uk-isp-in-which-2021-broadband-survey","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/03\/zen-internet-named-best-uk-isp-in-which-2021-broadband-survey.html","title":{"rendered":"Zen Internet Named Best UK ISP in Which? 2021 Broadband Survey"},"content":{"rendered":"

Consumer magazine Which?<\/a> has today published the results from their latest annual 2021 reader survey of broadband ISP satisfaction, which saw Zen Internet<\/a> come top with a reduced customer satisfaction score of 70% (down from 84%) in an otherwise problematic year, where 69% of respondents suffered connectivity problems.<\/p>\n

The results are based off a survey of 4,478 UK adults (Which? readers) with a broadband service, which was conducted between 14th December 2020 and 6th January 2021. Fieldwork was carried out online by Savanta and the data includes a nationally representative sample.<\/p>\n

NOTE:<\/strong> 71% said they had used home broadband more since the COVID-19 outbreak.<\/div>\n

However, 2020 (and some of 2021 too) was very much the year of COVID-19<\/strong>, which forced many people to work and play more from home during a protracted period of increased restrictions. As a result of that people will have been more likely to spot and feel the impact from any problems with their internet connection.<\/p>\n

Indeed, 69% did suffer some form of connectivity problem, which is stated to be “significantly<\/em>” higher than their previous survey (no comparative figure is given). Overall it’s noted that 59% experienced very slow speeds and 53% suffered “frequent<\/em>” connection drops. Almost half of respondents (48%) reported they had been left without a connection for more than a day and 44% said they had been disconnected for more than an hour.<\/p>\n

Once again Zen still managed to come out as the best performing UK ISP with an overall customer satisfaction score of 70%, but equally there’s no escaping that this is a dramatic fall from the 84% they received in last year’s study (we’ve seen an increase in complaints during 2020\/21 too).<\/p>\n

Zen also “narrowly missed out<\/em>” on Which?’s Recommended Provider<\/strong> (WRP) status as it has not yet signed up to Ofcom<\/a>’s latest codes of practice on broadband speeds.<\/p>\n

Which?’s Best UK ISP Survey Results for 2021<\/strong><\/span>
\nZen Internet 70%
\nBT 57%
\nTalkTalk 54%
\nSky Broadband 54%
\nVirgin Media 53%
\nJohn Lewis 47%<\/p>\n

NOTE:<\/strong> This is only a sample of the ISPs in their full survey, which you have to pay to see.<\/p><\/blockquote>\n

The survey also noted that, despite “superfast broadband<\/em>” (30Mbps+) being available to 96% of the UK, only around a quarter of respondents are still using a “standard broadband<\/em>” connection (this roughly matches the remaining c.20% base of ADSL<\/a> users in the market).<\/p>\n

However, it’s worth remembering that not all connectivity issues will be the fault of your broadband line, with various problems also likely to be caused by poor WiFi<\/a>, local network faults and congestion, issues with remote internet services or services and so forth. Sadly, it’s not always easy for a typical end-user to identify the true cause of the problems they see.<\/p>\n","protected":false},"excerpt":{"rendered":"

Consumer magazine Which? has today published the results from their latest annual 2021 reader survey of broadband ISP satisfaction, which saw Zen Internet come top with a reduced customer satisfaction score of 70% (down from 84%) in an otherwise problematic year, where 69% of respondents suffered connectivity problems.<\/p>\n","protected":false},"author":1,"featured_media":26369,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[150,474,66,74,475,98],"class_list":["post-26368","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-awards","tag-bt","tag-sky-broadband","tag-talktalk","tag-virgin-media","tag-zen-internet"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nZen Internet Named Best UK ISP in Which? 2021 Broadband Survey - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Consumer magazine Which? 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