The ‘Big Four’ broadband providers have been outshined by their smaller competitors in our latest broadband rankings, with lackluster scores for overall satisfaction and surprising mid-contract price hikes. Despite controlling 70% of the market, BT, Sky, TalkTalk, and Virgin Media fell short in connection reliability, customer service, and value for money. Customers of these major providers can expect price increases next month.
For a detailed breakdown of our survey results and to discover the best broadband providers for 2024, check out our round-up here.
In our rankings, Virgin Media landed at the bottom, receiving poor ratings for customer service and communication. Sky followed closely behind, with low scores for connection speed and reliability. BT, the UK’s largest provider, ranked ninth overall, with average ratings across the board. TalkTalk fared slightly better than the other Big Four providers but still received mediocre scores.
For a comparison of these major providers with smaller competitors like Vodafone and Now Broadband, visit our broadband provider reviews.
Smaller providers like Zen Internet and Hyperoptic stood out in our survey, earning high ratings for customer satisfaction, technical support, and value for money. Zen Internet is the only Which? Recommended broadband provider, while Hyperoptic received our Great Value endorsement for its affordable prices and reliable service.
Looking to switch providers? Follow our guide on how to switch broadband provider in four simple steps.
As broadband prices are set to increase in April, it’s important to be aware of the changes. The Big Four providers are implementing inflation-linked mid-contract price rises, while smaller providers like Community Fibre, EE, Plusnet, Shell Energy Broadband, and Vodafone are following suit. Sky announced price rises averaging 6.7% for affected customers.
Which? has called on broadband providers to step up and deliver fair pricing practices. Ofcom is considering a ban on inflation-linked mid-contract price rises to protect consumers from unpredictable price hikes. We urge providers to adopt these proposals promptly.
Natalie Hitchins, Which? Head of Home Products and Services, emphasized the importance of choosing a provider that prioritizes customer service and avoiding unfair price rises. Consumers are encouraged to explore their switching options to save money and hold providers accountable for their actions.
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