The worst broadband providers revealed

22 April 2010

Orange has been voted the UK’s worst broadband provider while O2, a relatively new entrant to the market, was rated the best provider, in a new survey.’s 2010 Broadband Customer Satisfaction Report found that despite, broadband bills being lower than last year, and speeds faster, broadband firms are failing to deliver when it comes to customer service.

Just six out of 10 consumers told they were happy with their provider’s customer service and there is a widening gap between the best and worst provider.

O2 came out on top in the survey, winning 10 out of 11 categories including best value for money, best customer service, best technical support and best quality of connection.

Some 92% of O2 customers say they were satisfied with the service. It scored 93% in the value-for-money category, the highest score in the survey. Plusnet and Sky came in second and third places respectively.

Meanwhile, Orange was ranked bottom in eight categories, with just 44% of its customers happy with its customer service. AOL and BT also fared badly for overall customer satisfaction, with almost one million dissatisfied customers rating BT  worst for value for money.

The survey found that broadband is cheaper than last year, with the average annual bill down to £167 from £175. Meanwhile, the average speed received by customers has increased from 4.2Mb to 5.7Mb.

Matthew Wheeler, communications expert at, says: 

"This is not rocket science. The continued success of O2 shows that an excellent service does not have to cost the earth. Its broadband service is one of the cheapest on the market but its customer service is head and shoulders above its rivals."

He adds: "It is disappointing that, after pulling up its socks last year, Orange has failed to keep up the momentum, coming bottom for the fourth time since the start of our survey.

“The expanding gap between the best and worst provider shows just how important it is for consumers to choose on service and not just price.

“If the larger providers languishing at the bottom don't address their failings, we could well see a significant swing in market share in the coming year as people vote with their feet and switch to one of the high performing newcomers."


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