The latest evaluation of the UK’s broadband services has revealed unexpected results, with Plusnet emerging as the top performer in various categories. Broadband Genie’s annual awards ceremony recognized Plusnet, a BT-owned platform, as the Best Provider, Most Reliable Provider, and Most User-Friendly Provider, surpassing industry giants like BT, Sky, and Virgin Media.
Alex Tofts, a Strategist at Broadband Genie, praised Plusnet for its straightforward broadband-only deals that offer no-frills packages with no setup costs or line rental, emphasizing the company’s excellent customer service and reliable support.
In addition to Plusnet’s success, Broadband Genie also honored other Internet Service Providers (ISPs) with accolades such as Best Value for Money, Fastest Widely Available Provider, and Best Customer Service. Among the recognized ISPs were NOW, Three, Vodafone, and Virgin.
The complete list of Broadband Genie winners includes Plusnet for Best Provider, Virgin Media for Fastest Widely Available Provider, Three for Fastest Wireless Provider, Vodafone for Best Value for Money, Virgin Media for Best Provider for Speed Satisfaction, Plusnet for Most Reliable Provider, NOW Broadband for Best Customer Service, Vodafone for Best Social Tariff, Virgin Media for Best Provider for Home Working, Virgin Media for Best Provider for Online Gaming, Virgin Media for Best Provider for Streaming, and Plusnet for Most User Friendly.
Despite these positive outcomes, the survey also highlighted areas for improvement within the industry. Customers expressed dissatisfaction with the level of customer service and value for money offered by some providers. Direct Save and Zen Internet received below-average scores for customer service, while Virgin Media, BT, TalkTalk, and Sky Broadband lagged in providing value for money.
Tofts emphasized the importance of addressing mid-contract price rises to ensure customers feel they are receiving fair value for the services they pay for, calling for regulatory intervention to prevent such practices.
In conclusion, while recognizing the achievements of top-performing ISPs, Broadband Genie’s survey underscores the ongoing need for improvements in customer service and pricing practices within the broadband industry.