Thursday, 9 December 2021

UK Broadband giants warned to improve or lose customers


Some of the UK’s biggest broadband providers have ranked the poorest for customer service failings such as poor speeds and connection dropouts.

TalkTalk scored the lowest across the industry for the fifth time running with a customer satisfaction score of 40% in the biannual Which? survey.

Sky’s broadband service suffered the biggest drop in approval since the last survey in April, earning an overall customer score of 45%, while BT came third from the bottom on 46%.

Zen Internet took the top spot once again with a score of 85%, followed by Utility Warehouse (76%) and SSE (68%).


Which? managing director of home services Alex Neill said: “Far too many people are still getting a poor deal from their broadband provider.

“Big players need to improve their service across the board or expect their customers to take their business elsewhere.”

A TalkTalk spokeswoman said: “Our extensive investment programme has already led to fewer faults and quicker repair times.

“Whilst we’re very pleased to see this paying off with rising customer satisfaction on TV bundles, we are disappointed by the survey results on broadband. We will continue investing to improve the service we deliver.”

:: Which? surveyed 1,709 telecoms customers in June and July 2017.

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