BRITAIN’S best and worst broadband providers have been revealed today.
Comparison site Broadband Genie has named the internet providers that are best for online gaming, working from home, and streaming in its annual awards.
The awards, which are based on a survey of almost 4,000 broadband users as well as speed data and deal analysis, also reveal the supplier offering the most value for money and the best customer service.
Plusnet has come out on top in this year’s awards, with 79% of users voting it as best broadband provider.
Vodafone was named as second best provider, voted for by 78% of users, followed by Zen Internet and Sky Broadband (each with 77%).
Plusnet, which is owned by BT and has over 1.5 million customers, was also named the most reliable provider and most user-friendly.
Broadband Genie said customers “won’t find any fancy frills with Plusnet, such as TV or phone bundles”, adding that its “straightforward ‘broadband only’ deals are a real win.”
It also commended the internet supplier for having no set-up costs, no line rental, great support, and the “peace of mind that comes with good customer service if anything goes wrong”.
Virgin Media was another big winner, claiming the gong for fastest widely available provider and best provider for speed satisfaction, with average download speeds of 188Mbps.
The network provider was also revealed to be the best for working from home, online gaming and streaming TV shows and films.
Vodafone was voted best value for money and best social tariff provider.
Meanwhile, NOW Broadband was named best provider for customer service, while Three won the award for fastest wireless provider.
The survey also revealed the providers and areas where improvements need to be made, according to broadband customers.
Households were overall least satisfied with their provider’s customer service, with this area having the lowest average score in the survey.
Direct Save was voted the worst broadband provider for customer service, with 58% of those surveyed saying they were satisfied with its customer service.
Zen Internet also received a low score for its customer service, with 64% of users saying they were satisfied with it.
Bill payers also felt they should be getting better value for money, with this category having the second-lowest average score.
Virgin Media came out as the worst provider for value for money, followed by BT, TalkTalk and Sky Broadband.
Calling on the regulator to ban mid-contract price rises, Broadband Genie expert Alex Tofts added: “Customer service is an area which can make or break a positive experience with your internet provider.
“Get it right, and customers feel valued and looked after. Get it wrong, and customers will be left frustrated, unheard and will want to look elsewhere.
“We can only hope these big players will be pulling their socks up to improve their services.
“It’s no surprise that in a year when customers are once again having to swallow hefty mid-contract price rises that they feel they’re not getting value for money.
“This is more evidence and only affirms our stance that Ofcom needs to ban mid-contract price rises.”
Regulator Ofcom brought in new rules on January 17 that mean providers must set out what any mid-contract price rises will be in pound and pence at the beginning of a deal.
Save on your broadband bill
The rankings come as pensioners and those on government benefits like Universal Credit are being urged to check if they can slash their broadband and mobile bills by hundreds of pounds a year.
Social tariffs are offered to those on government benefits like Universal Credit, and they can save you hundreds of pounds a year compared to standard deals.
They often come with no exit fees – but you should always check the terms and conditions carefully.
Virgin Media O2 recently urged older households to sign up to its broadband and mobile phone social tariffs, after a survey by the telecoms firm found almost half were unaware of the cheaper tariffs.
Ofcom has a list on its website of all the firms offering social broadband and mobile phone tariffs here: www.ofcom.org.uk/phones-and-broadband/saving-money/social-tariffs.
CUT YOUR TELECOM COSTS
SWITCHING contracts is one of the single best ways to save money on your mobile, broadband and TV bills.
But if you can’t switch mid-contract without facing a penalty, you’d be best to hold off until it’s up for renewal.
But don’t just switch contracts because the price is cheaper than what you’re currently paying.
Take a look at your minutes and texts, as well as your data usage, to find out which deal is best for you.
For example, if you’re a heavy internet user, it’s worth finding a deal that accommodates this so you don’t have to spend extra on bundles or add-ons each month.
In the weeks before your contract is up, use comparison sites to familiarise yourself with what deals are available.
It’s a known fact that new customers always get the best deals.
Sites like MoneySuperMarket and Uswitch all help you customise your search based on price, allowances and provider.
This should make it easier to decide whether to renew your contract or move to another provider.
However, if you don’t want to switch and are happy with the service you’re getting under your current provider – haggle for a better deal.
You can still make significant savings by renewing your contract rather than rolling on to the tariff you’re given after your deal.
If you need to speak to a company on the phone, be sure to catch them at the right time.
Make some time to negotiate with your provider in the morning.
This way, you have a better chance of being the first customer through on the phone, and the rep won’t have worked tirelessly through previous calls which may have affected their stress levels.
It pays to be polite when getting through to someone on the phone, as representatives are less inclined to help rude or aggressive customers.
Knowing what other offers are on the market can help you to make a case for yourself to your provider.
If your provider won’t haggle, you can always threaten to leave.
Companies don’t want to lose customers and may come up with a last-minute offer to keep you.
It’s also worth investigating social tariffs. These deals have been created for people who are receiving certain benefits.
Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.
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