We all want and need better broadband but it seems some Internet Service Providers (ISPs) are doing a better job of supplying the nation than others. The consumer champions at Which? have just released their yearly winners and losers when it comes to pumping the web through walls and TalkTalk is at the bottom of the list.
The popular ISP got the lowest score in the annual survey which asked 4,000 UK homes to rate their supplier. According to Which?, TalkTalk received a customer score of 51 percent putting it in last place in the broadband league.
TalkTalk’s users gave the firm the lowest possible ratings for technical support, customer service and speed.
In fact, one in five said that slow downloads were a reason for leaving the ISP and 20% of current customers told Which? they would not recommend TalkTalk to others. That’s clearly not a great result for this firm but other big suppliers have also scored badly.
Virgin came 10th overall with most users moaning about the high price that the company charges for its fibre speeds and poor customer service.
Sky was also towards the bottom. The company came 8th in the league with a customer score of 56 percent.
READ MORE: Millions of Sky and BT users get a broadband speed boost, check your postcode now
Sky customers were the most likely to have experienced an issue with their connection in the past year according to Which?’s survey.
Of the big four suppliers, BT came highest with a 59 percent score but that could come close to matching the overall winner of the Which? survey.
Coming in first place was Zen with an impressive 81 percent customer score. Although Zen is expensive it doesn’t put up price mid-contract which appears to have helped it climb up the league.
TalkTalk has responded to the result saying that Which?’s ratings aren’t a true reflection of its overall performance.
In a statement sent to Express.co.uk, TalkTalk 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.”
However, Which? stands by its survey and says the big ISPs need to do better. Rocio Concha, Which? Director of Policy and Advocacy, said: “It’s unacceptable that the major broadband firms are hiking prices for their mediocre services by such huge sums during this unrelenting cost of living crisis.
“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.
“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.”
