A recent report by consumer advocate Which? reveals that some major broadband providers in the UK are failing to meet customer expectations for reliable service. According to the study, many smaller alternative networks, known as “alt-nets,” are surpassing well-known brands by offering faster speeds, more dependable connections, and better value.
The research highlights that issues with internet connections, including frequent dropouts, are common among broadband users. Complaints about slow download speeds and service outages are widespread among consumers, with a significant 91% of customers experiencing problems with their web service in the past year.
Sky emerged as one of the worst performers for frequent dropouts, with 38% of their customers reporting this issue. Virgin Media also faced criticism, as 30% of their users reported regular connection dropouts despite paying premium rates for broadband services. Additionally, a quarter of Virgin customers expressed dissatisfaction with slow download speeds.
Among the dissatisfied customers, a notable number using services from TalkTalk, Sky’s NOW service, and Sky reported poor experiences. Conversely, smaller providers like Zen Internet, Community Fibre, and Hyperoptic received positive feedback for their reliable services.
Plusnet stood out among larger providers for outperforming competitors like Vodafone, EE, BT, and Sky. The results echo previous Which? studies that consistently show smaller broadband firms excelling in reliability, customer service, and value compared to major providers in the UK.
Which? encourages households to explore alternative providers in their area and consider switching if they are unsatisfied with their current service. The report emphasizes the importance of quality broadband as an essential service and highlights the power consumers have to choose better options in a competitive market.
In response to the report, a spokesperson from Virgin Media defended the company’s investments in improving services, citing positive feedback from official data and independent sources like Opensignal ranking Virgin Media highly across various broadband categories.
The report underscores the ongoing trend where smaller providers outshine major players, urging consumers to prioritize quality broadband and seek better options when necessary.