BT, Sky, TalkTalk broadband customers UK's least satisfied - report

Consumer organisation Which has published the results of its latest UK broadband satisfaction survey claiming the worst performers are the country’s three biggest providers BT, Sky and TalkTalk. The report said smaller internet service providers (ISPs) are doing a better job in keeping customers happy.

Smaller providers John Lewis Broadband, Plusnet, Utility Warehouse and Zen Internet all scored over 70% in the survey, while the big three all only managed scores just under 50%. “Smaller suppliers are leaving larger rivals in their wake when it comes to the service they provide so we need to see the big players up their game,” Which Executive Director, Richard Lloyd said. “Ofcom is also currently reviewing this market and we now need it to identify how it plans to ensure broadband customers get a better deal.”

In terms of speeds, TalkTalk was the worst performer with only two out of five stars, while Virgin Media and Zen Internet received four stars. No one got five stars for speed.

The charity said it campaigns for better services and said actual internet speeds need to more closely match what is advertised. Providers are currently allowed to advertise based on speeds only reachable by a minimum of 10% of customers.

“We’ve told the advertising watchdogs that companies need to be much clearer with their customers about the speeds they can expect,” Lloyd said. “However, three months on, we’re still waiting for them to announce how they’ll ensure adverts only show the speeds most customers actually receive.”

The organisation said so far over 50,000 people have signed a petition in support of its Give us Broadband Speed Guaranteed campaign. Which is also suggesting customers should be allowed early exits from contracts if they are not receiving the advertised speeds at any time.