The latest report by consumer watchdog Which? reveals that several major broadband providers in the UK are failing to meet customer expectations in terms of service reliability. Smaller alternative networks, known as “alt-nets,” are surpassing larger brands by offering faster speeds, more reliable connections, and better value for money.
The research indicates that internet connection issues, such as frequent dropouts, slow download speeds, and service outages, are common complaints among broadband users. A significant 91% of customers reported experiencing problems with their web service over the past year, highlighting the widespread nature of connectivity issues.
Sky and Virgin Media emerged as underperformers, with a notable percentage of customers reporting frequent connection dropouts and slow speeds. In contrast, smaller providers like Zen Internet, Community Fibre, and Hyperoptic received praise for their superior reliability and customer satisfaction.
Among the larger providers, Plusnet stood out for its performance, outshining competitors like Vodafone, EE, BT, and Sky. These findings align with previous research by Which?, consistently showing that smaller broadband firms excel in reliability, customer service, and value compared to major providers.
Natalie Hitchins, Head of Home Products and Services at Which?, emphasized the importance of quality broadband as an essential service and encouraged consumers to explore alternative providers if dissatisfied with their current service. She highlighted the power consumers have to switch to companies that offer better treatment and service.
In response to the report, a spokesperson from Virgin Media defended the company’s investments in customer services and highlighted positive feedback from independent sources regarding the quality and reliability of their broadband services.
