Plusnet, Virgin Media and Sky have secured the top three spots in a ranking based on what claims to be largest ever study of consumer broadband providers across the UK.
The research, compiled by broadband service comparison website Cable.co.uk and based on interviews with 20,000 customers, shows that either Plusnet or Virgin Media took the top spot in each of the five categories: reliability of service, value for money, customer service and the switching or joining process.
Overall Plusnet narrowly beat Virgin Media in the overall ranking, with Sky, Vodafone, and EE rounding out the top five. BT, TalkTalk, Post Office Broadband, Zen Internet and SSE made it into the top 10, while POP Telecom scored the worst out of the 20 providers examined.
“The unprecedented scale of this study has allowed us to gather opinions from a respectable sample, even from providers with a market share that has traditionally been too small to accurately capture and measure,” said Dan Howdle, consumer telecoms analyst at Cable.co.uk. He added that the data shows “conclusively” that “as a general trend, the UK’s largest providers also offer the best overall customer experience, specifically when it comes to switching/installation, speed, reliability and customer service”.
Mr Howdle said that one notable exception to this trend was Vodafone. Although it’s a large player in the mobile markets, it is a “relative newcomer” in the broadband space and has a comparatively small market share.Nonetheless, it features within the top six providers in every one of the five categories, and secured fourth spot overall, beating much larger broadband players, like BT, TalkTalk and EE.
The data was collected during a three-week period starting in early October.
Here’s the full overall ranking:
- Virgin Media
- Post Office Broadband
- Zen Internet
- John lewis
- Small (local provder)
- Fuel (Closed, now Post Office)
- First Utility
- Direct save Telecom
- POP Telecom