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Which Broadband Provider Has the Best Customer Service?

Today is a special day… do you know why? It’s the start of Customer Service Week! 

Customer service is a very powerful thing. It can be the single deciding factor on whether to do business with a company. 

In fact, 73% of customers remain loyal to a company because of friendly customer service advisers. 77% of customers would recommend a brand to a friend after having a single positive experience. And consumers are willing to spend 17% more on a company that has outstanding customer service. 

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So, to kick off the start of Customer Service Week, we’re going to spill the beans on which broadband provider has the best customer service record. So, let’s get down to it. 

What makes for good customer service? 

In a nutshell, good customer service is demonstrated by great experiences at any point of contact with your broadband provider. This could be via telephone, email, live chat, social media, etc. 

For starters, a company who respects your time won’t leave you waiting to speak with someone for ages! When you have an enquiry or issue, you’ll be able to get through to an adviser promptly – and this is invaluable. Why? It means you can rely on them to be there when you need them. 

The second main point is how the advisor deals with your enquiry. Whether you’re simply paying a bill, or you need help with a connection issue, the advisor should be knowledgeable enough to offer a resolution quickly, efficiently and politely.  

So, let’s see which broadband providers put this into practice.

The joint winners are...

We have looked at Ofcom’s latest complaints table when deciding the UK’s best broadband provider for customer service. It seems like not one, but two companies have come out on top, and they are: 

Sky Broadband

Sky was one of the companies to receive the fewest complaints in the last quarter of 2019 – with only 5 registered per 100,000 customers. The industry average is 12 complaints per 100,000 customers, so Sky must be doing something right!

With the complaints Sky did receive, the satisfaction rate was 54%. To put this into perspective, this was the highest percentage of any other provider.

Finally, Sky’s call waiting time was recorded at an average of 1m 24s – which isn’t bad considering the industry average is 1m 37s.

EE Broadband 

EE and Sky are battling to become the company with the lowest amount of complaints. But for now, they’re level pegging – both with exactly 5 complaints per 100,000 customers.

Sky just pipped EE to the post on the complaint handling satisfaction rate. There was only a measly 1% in it – with EE scoring 53%, while Sky got 54%.

However, EE makes a comeback with its shorter call waiting time. According to Ofcom’s report, it was an average of just 35 seconds! So, if you ever needed to speak to a customer adviser, rest assured there is always someone ready to take your call!  


If you’re unhappy with your current provider, don’t stick around! Switch to one of these top broadband providers and enjoy the best in customer service. You could even save money on your internet bills at the same time – so what’re you waiting for? Take a look at our broadband deals.

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