Big four broadband firms beaten by smaller rivals in latest Which? survey

THE UK’S four biggest broadband providers have been beaten by smaller rivals in the latest customer survey carried out by consumer champion Which?.

The group’s latest broadband rankings placed big names such as Virgin Media, Sky, BT and Talktalk below smaller rivals – including Zen Internet, Hyperoptic and Community Fibre, which topped the table based on a survey of 4,471 people with a home broadband contract.

Virgin Media finished bottom in the rankings, according to the survey, receiving the lowest scores in the areas of customer service and communication.

Sky was second bottom, receiving the lowest rank for connection speed, while BT scored poorly on value for money, and Talktalk received low ratings for customer service and communication.

Community Fibre was the top-scoring broadband provider. However, Which? said it is not eligible for its Recommended Provider status because it implements mid-contract price rises, and has not signed up to regulator Ofcom’s broadband speeds code of practice and automatic compensation scheme.

Which? said it is calling on Ofcom to ban inflation-linked price rises, and added that it is concerned about consumer feedback in its survey relate to poor customer service.

It said it will continue to call out the worst providers in key customer service areas in broadband and other sectors, and demand urgent improvements.

Natalie Hitchins, Which? head of home products and services, said: “Our latest broadband provider rankings show that consumers could be better off choosing a smaller company which prioritises customer service over a giant that also stings them with unfair mid-contract price rises.”