UK’s ‘worst’ broadband provider revealed – where | Tech News

Consumer alternative model Which? has launched the outcomes of its newest survey that polls Brits on their broadband provider satisfaction, and it’s dangerous information for one of the UK’s prime web companies. Alongside Now Broadband, family favorite Virgin Media scored the bottom when clients rated them for issues together with ease of contact, customer support, communication, technical help and worth for money.

Which? surveyed 4,347 UK broadband customers on their expertise with their web provider and collated the outcomes to attain every included firm out of 100. While Now and Virgin scored 60 % in keeping with Which?’s metrics, the firm atop the standings solely managed 77 %.

That company was Zen Internet, although solely 61 of the 4,347 respondents used Zen’s providers. Which? stated 9 in ten Zen clients stated they might advocate the provider to others, and praised its contract price promise that ensures clients don’t face mid-contract price rises.

Just under Zen Internet’s 77 % rating was Plusnet with 73 % and Utility Warehouse with 72, incomes these three suppliers the coveted Which? Recommended Provider award.

“Our research shows that smaller providers are outshining the biggest broadband firms across the board,” stated Natalie Hitchins, Which? Home Products and Services Editor.

“Many smaller providers offer better customer service, more reliable connections and fixed contracts or lower annual price rises – giving their customers more certainty about what their monthly bill will look like over the course of their contract.”

Broadband heavyweights BT, Sky and TalkTalk appeared alongside Virgin Media within the backside half of the survey’s outcomes.

Which? supplied advice to these broadband shopping for Brits who may wish to change suppliers if they’re sad with their present service. Check out the advice under.

Though small companies appeared to outdo the bigger ones, the survey pattern sizes weren’t equal. 683 Virgin Media clients had been quizzed, with 1,100 BT, 533 TalkTalk, 481 EE and 315 Plusnet clients additionally participating.

The different suppliers that made up the standings had been Utility Warehouse, Community Fibre, Hyperoptic and Vodafone, with broadband clients requested about their service expertise in between December 2024 and January 2025.

“Virgin Media received the lowest score out of the Big Four – coming joint last in Which?’s survey with Now Broadband with a customer score of 60 per cent,” Which? stated. “It was rated poorly for several areas including ease of contact, customer service, communication, technical support and value for money.”

Virgin additionally scored poorly in a current Which? survey relating to customer support, with the patron model declaring Virgin additionally prices the best annual price rise for standalone broadband merchandise among the many scored companies that provides £42 per yr to buyer payments.

“We’re committed to providing consistently excellent service and making it easier for customers to get support when they need it,” a Virgin Media spokesperson stated.

“Complaints to Ofcom about Virgin Media were at their lowest levels since 2017 at the end of last year, while 92 percent of complaints raised in the past three months were resolved within 24 hours, and call transfers and waiting times have fallen significantly.”

The spokesperson identified Which?’s survey solely represented 0.01 % of Virgin’s UK clients.