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The Best and Worst Broadband Providers Revealed by Ofcom

There’s nothing more frustrating than a poor internet connection, and nothing more upsetting than a provider who doesn’t care. If you’re shelling out your hard-earned money, you expect (and deserve) the best service. 

We've researched the broadband providers who deserve your money and those who don't, so you don't have to! Interested in finding out who comes out on top? Let’s take a look...

Worst rated broadband provider: Vodaphone

Ofcom’s latest report comparing service levels and it revealed the Vodaphone received the highest number of complaints of any other major broadband provider. The industry average is 12 complaints per 100,000 customers. Vodaphone received a whopping 27 complaints per 100,0000 customers. 

Now just to be clear, this figure was taken from the last quarter in 2019, but it wasn’t just a blip... the previous quarter showed a similar figure of 26 complaints per 100,000 customers. This doesn’t instil much confidence in Vodaphone, does it? 

What are Vodaphone customers complaining about? 

The biggest cause of Vodaphone’s significantly high number of complaints is poor customer service. Customers are usually unhappy with the amount of time it takes to resolve an issue, as well as the quality interaction from a customer service adviser. 

Ofcom also analysed more than 95,000 public posts on Facebook and Twitter and found that: 

  • 38% of complaints related to poor customer service 

  • 20% of complaints related to costs and contracts 

  • 13% of complaints related to insufficient broadband speeds 

  • 7% of complaints related to Wi-Fi and connectivity issues 

  • 6% of complaints related to problems with the hardware 

Best rated broadband providers: Sky and EE  

In contrast, Ofcom reported that Sky and EE received just 5 complaints per 100,000 customers for its fixed broadband services. Sky and EE are really fighting for the top spot! 

We also looked at the complaint rates for Sky and EE’s other services to get an idea of customer service standard as a whole... 

For pay monthly mobile services, Sky Mobile received 1 complaint and EE just 2 per 100,000 customers. Again, this is below the industry average for this sector – so it seems that Sky and EE perform well across all aspects of their service.

What makes EE and Sky so good? 

Affordable prices, unlimited downloads, great speeds and a decent router... these are just some of the reasons which makes EE a preferred broadband provider. Not only that but they’ll boost the data allowance of their mobile customers for taking out an EE broadband plan.  

Sky Broadband customers can enjoy speed guarantees, competitive prices, attractive internet, and TV and mobile bundles. Don’t worry, you’ll get unlimited downloads with Sky Broadband too. And remember, you’re backed by one of the best customer service teams in the industry!

Are you currently with Vodaphone and desperate to change? Or maybe you just want to switch to a new deal anyway? Take a look at our broadband offers today!

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