A recent report by consumer advocate Which? reveals that major broadband providers in the UK are failing to meet customer expectations for reliable service. The study indicates that smaller alternative networks, known as “alt-nets,” are surpassing big brands by offering faster speeds, more dependable connections, and better value.
The research highlights that internet connection issues, such as frequent dropouts, slow download speeds, and service outages, are common complaints among customers. An overwhelming 91% of broadband users reported facing problems with their service in the past year, indicating a lack of trouble-free connections in most households.
Sky emerged as one of the worst performers for frequent dropouts, with 38% of customers experiencing this issue, although the problems were promptly resolved. Virgin Media also underperformed, with 30% of users facing regular connection dropouts despite paying premium prices for broadband services. Additionally, a quarter of Virgin customers expressed dissatisfaction with slow download speeds.
Furthermore, dissatisfaction with broadband performance was evident among Sky users, with nearly a third stating that their internet speed was inadequate. TalkTalk and Sky’s NOW service also received low ratings from customers.
In contrast, smaller UK providers like Zen Internet, Community Fibre, and Hyperoptic received praise for their reliability and customer satisfaction. Plusnet stood out among larger providers, outperforming competitors like Vodafone, EE, BT, and Sky.
Which? emphasizes the trend seen in previous research, showing that smaller broadband companies consistently outshine major providers in terms of reliability, customer service, and value for money. The organization urges households to explore alternative providers in their area and consider switching if they are dissatisfied with their current service, suggesting the use of Ofcom’s broadband checker for comparison.
Natalie Hitchins, Head of Home Products and Services at Which?, noted the ongoing trend of larger providers falling short compared to smaller rivals and encouraged customers to seek better services elsewhere. In response, a spokesperson from Virgin Media highlighted the company’s investments in improving services and cited positive independent data on broadband performance.
Overall, with competitive deals available, consumers are encouraged to choose high-quality broadband services that meet their needs and switch providers if necessary.