New research has revealed the best and worst broadband providers, with some of the biggest names found to offer "mediocre" service.
An annual satisfaction survey of 4,000 users conducted by Which? has revealed that TalkTalk is the worst broadband provider, due to poor scoring in technical support, customer service and broadband speed.
In fact, some of the biggest providers — including BT, Virgin Media and Sky ranked worse than smaller firms like Zen, which came out on top. Achieving the highest rating of for the eighth year in a row, scoring 81 per cent, the company ranked high across the board for customer service, quality and support.
While the provider's tariffs aren't as cheap as other companies, Zen doesn't add price hikes to contracts and has also been named a Which? Recommended Provider.
Hyperoptic and Utility Warehouse came second and third and, like Zen, do not increase prices mid-contract.
Broadband has become a necessity for households and bigger companies, including TalkTalk are set to increase their prices by 14 per cent from April 1. However the watchdog found that such providers offer poor connections, "appalling" customer service and "barely there" technical support.
“Which? is calling for all providers to allow customers to exit their contracts penalty-free if the price goes up and to cancel 2023 hikes outright for financially vulnerable consumers.
It said: “With just days to go until inflation-busting price hikes take effect, customers who are out of contract should take action now to switch away, cut costs and avoid paying a lot more for their current service.”
Read below to see which big four services plan to raise their prices mid contract and how they scored with customer satisfaction.
Broadband providers that are raising prices this week
TalkTalk
TalkTalk received a score of 51 per cent, with users giving it the lowest possible ratings for technical support, customer service and speed. The firm is set to increase its broadband prices by 14.2 per cent from April 1.
Virgin
Virgin Media came 10th in the ranking with 54 per cent, scoring poorly for customer service and technical support. Virgin’s monthly costs will go up by an average of 13.8 per cent in April.
Sky
Sky came eighth with a score of 56 per cent, with its customers the most likely to have experienced an issue with their connection in the past year. Its price increase of 8.1 per cent comes into force on Saturday, although its customers are free to switch without penalty.
BT
BT came fifth with 59 per cent, making it the best of the “big four”, but was held back by inadequate customer service and poor value for money, the survey found. The company’s 14.4 per cent mid-contract price increase comes into effect on March 31.
Responding to the results, a TalkTalk spokesman said: “We’re disappointed by Which?’s approach to research data and would urge them to use more considered and representative evidence.
“These findings are counter to TalkTalk’s recent encouraging trends in customer experience, following significant investment and improvements in customer service in recent months. We’re also seeing our lowest ever levels of customers leaving us.”
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