Broadband connections have become an essential part of every day life, so it's crucial to have a provider you can rely on at a price that's fair. But with millions of customers facing increases of over 14% this year, our research shows that these price hikes don't tend to come with better service. Our survey of almost 4,000 broadband customers found that, while big firms like BT and TalkTalk are on the verge of issuing huge mid-contract price increases, many offer little more than slow speeds, appalling customer service and mediocre technical support in return.
Meanwhile, smaller companies that commit to keep the amount you pay the same for the full length of your contract were some of the highest rated.
The UK's major broadband providers compared
Together, four big providers - BT, Sky, TalkTalk and Virgin Media - cover the majority of the UK broadband market. However, their customers gave them mediocre ratings at best.
It's easy to switch broadband provider
However, our survey also found that more than half of broadband customers have been with the same provider for more than two years. Some 46% have never switched and BT, Sky, TalkTalk and Virgin Media have the customers most likely to say that they've never been with another provider. If you're in this boat it's worth weighing up a switch - the grass truly can be greener.
If you're switching between the many providers that use the Openreach network - such as BT, EE Broadband, Plusnet, Shell Energy Broadband, Sky, TalkTalk, Vodafone and Zen Internet - you only have to contact one provider. Long periods of downtime between connections is uncommon and you can often switch without requiring an engineer visit.
Ready to upgrade your connection? We've broken the switching process down into four straightforward steps. Get started using our guide on .
Which? calls on broadband providers to step up
A Which? campaign is calling on essential businesses, including telecoms providers, to help consumers grappling with the impact of the cost of living crisis. Like supermarkets and energy companies, telecoms providers must pull together to create a fairer market, and help those struggling with the financial and emotional impact of rising prices.
We're calling on all broadband providers to allow customers to leave their contract and switch to another provider without penalty if prices are hiked mid-contract - regardless of whether or not these increases can be said to be 'transparent'. Soaring inflation means millions of broadband customers are facing increases of more than 14% - an amount which would have been unforeseeable for customers signing up to their contract more than a year ago.
We also want 2023 mid-contract price rises to be cancelled for financially vulnerable consumers. This should apply to those consumers known to providers and all those who are eligible for social tariffs, but have not yet taken one. Providers should work with government and Ofcom to identify these customers using all data available to them.
Customers who have gone beyond the minimum term of their contract are free to leave their provider at any time and should do this or haggle as soon as possible if they want to avoid upcoming price increases. For those looking to switch providers, we recommend looking at companies that don't bake price increases into contracts and that provide adequate support and decent customer service for the duration of the agreement.
Rocio Concha, Which? Director of Policy and Advocacy, said:'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.'
source https://www.which.co.uk/news/article/best-and-worst-broadband-providers-for-2023-revealed-aiAWx4a6wMg3