Consumer champion Which? has named the UK's best and worst broadband providers, with smaller alternative networks outperforming major brands in speed, reliability and value. The latest research found that 91% of broadband customers experienced problems with their internet over the past year, meaning fewer than one in ten households enjoyed a trouble-free connection.
Frequent dropouts topped the list of complaints, followed by slow download speeds and service outages. Among the biggest names, Sky came out worst for dropouts, with 38% of customers reporting the issue. While these were quickly fixed, it caused annoyance for those working from home or streaming TV.
Virgin Media and TalkTalk also disappoint
Virgin Media performed poorly, with 30% of users reporting regular connection dropouts despite paying some of the highest average broadband bills. Around a quarter of Virgin customers also complained about sluggish download speeds. Sky users were particularly unhappy with performance, with almost one in three saying their broadband wasn't fast enough. Other low scorers included TalkTalk and Sky's NOW service.
Smaller providers lead the way
Which? says many smaller UK providers continue to lead. Zen Internet was one of the best performers, with customers reporting far fewer reliability issues than the major brands. Community Fibre and Hyperoptic also impressed. Among larger providers, Plusnet stood out by outperforming rivals including Vodafone, EE, BT and Sky.
The findings mirror previous Which? research, which has consistently shown that smaller broadband firms score higher for reliability, customer service and value for money. Which? is urging households to check alternative providers in their area using Ofcom's broadband checker and consider switching if unhappy.
Customer ratings list
Zen: 83%
Hyperoptic: 77%
Community Fibre: 72%
Plusnet: 71%
Vodafone: 67%
EE: 66%
BT: 65%
Utility Warehouse: 65%
Sky: 62%
TalkTalk: 59%
Virgin Media: 59%
NOW: 54%
Natalie Hitchins, Which? Head of Home Products and Services, said: "For many broadband customers, these findings will come as no surprise. Our research consistently shows that larger providers are outshone by smaller rivals. Many of the biggest names in broadband have been letting customers down for too long. Delaying improvements and failing to offer a better service will only drive customers to companies that treat them better. Good-quality broadband isn't a luxury – it's an essential. With plenty of competitive deals available, consumers have more power than ever to vote with their feet and switch."
Responding to the report, a Virgin Media spokesperson said: "We're investing millions of pounds every day to give our customers great services, with Ofcom's latest official data showing Virgin Media is now the least-complained-about broadband provider, with complaints at record lows. Real-world independent data from Opensignal ranks Virgin Media top across every national broadband category – including download speed, upload speed, consistent quality, video experience and reliability – showing that in reality our customers benefit from the UK's best broadband services."
