A recent report by consumer advocate Which? reveals that some of the major broadband providers in the UK are failing to meet customer expectations. The research indicates that smaller alternative networks, known as “alt-nets,” are surpassing the larger brands in terms of speed, reliability, and value for money.
Issues with internet connections, such as frequent dropouts, slow download speeds, and service disruptions, have become commonplace, with a significant 91% of broadband users experiencing problems in the past year. Sky topped the list for frequent dropouts, affecting 38% of their customers, while Virgin Media also struggled with regular connection issues despite charging higher average bills.
Customers expressed dissatisfaction with providers like TalkTalk and Sky’s NOW service, which received poor ratings. Conversely, smaller providers like Zen Internet, Community Fibre, and Hyperoptic received high praise for their reliability and customer service.
Plusnet stood out among larger providers for its performance, outperforming competitors like Vodafone, EE, BT, and Sky. Which? emphasizes that smaller broadband firms consistently excel in reliability, customer service, and affordability compared to major providers.
Which? recommends households explore alternative providers available in their area and consider switching if dissatisfied with their current service. Ofcom’s broadband checker can help identify available networks. The report underscores the importance of reliable broadband as an essential service and urges consumers to leverage competitive deals by switching providers.
In response to the report, a spokesperson from Virgin Media highlighted ongoing investments to enhance services, citing positive feedback from customers and independent data ranking Virgin Media as a top performer in various broadband categories.
