THE nation’s broadband providers have been ranked from best to worst on reliability.
A survey conducted by Broadband Genie, involving 3,200 broadband users nationwide, has shed light on which providers deliver the most dependable connections.
Consumers were asked to rate their supplier based on whether or not they have experienced outages.
BT leads the pack with 81% of customers reporting no outages, followed by TalkTalk at 77%. Plusnet, Virgin Media, and Sky follow with 72%, 70%, and 69% respectively.
Hyperoptic, Vodafone, and EE trail behind with 65%, 63%, and 60% of users experiencing uninterrupted service.
It’s worth noting that this survey focuses solely on outages and doesn’t consider other factors like speed or customer service.
If you experience significant broadband outages, you might be eligible for automatic compensation.
Ofcom regulations stipulate that providers participating in the automatic compensation scheme must compensate customers for total loss of service, delayed repairs, missed appointments, and delayed service activation.
Under the scheme, internet providers typically pay £9.76 for each day that broadband and phone services remain unrepaired after an initial two full days of no service.
Additionally, if you experience a prolonged loss of service, you may have the right to terminate your contract without incurring any fees.
However, it is worth noting that only BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Virgin Media, and Vodafone are currently part of the automatic compensation scheme.
If your provider is not a participant in Ofcom’s scheme, you will not be eligible for the £9.76 daily compensation.
That said, you may still be able to seek compensation directly from your provider by lodging a formal complaint and demonstrating that the issue has caused you financial harm.
Peter Ames, broadband expert at Broadband Genie, said: “It’s pretty shocking that in 2025 even the most reliable broadband provider in the UK still sees 19% of its customers experiencing broadband outages.
“If this level of service was delivered by other essential utilities, serious questions would be asked.
“We always recommend that consumers check independent reviews, especially in their area as provider reliability can vary by location, and at the very least ensure their provider is signed up to Ofcom’s automatic compensation scheme.”
PRICE HIKES BY PROVIDER
Broadband Genie’s research comes as millions of telecom customers face price hikes of up to 15% this year.
This comes despite new Ofcom regulations designed to protect consumers.
While these rules require telecom companies to clearly state mid-contract price rises in pounds and pence, rather than linking them to inflation, many customers will still see inflation-linked increases in 2025, depending on their contract start date.
BT, EE and Plusnet
BT, which also owns EE and Plusnet, said that from March 2025, the price of mobile contracts will rise by £1.50 a month (SIM-only) or £4 (handset plans).
Broadband tariffs will go up by £3 a month and £2 for TV.
But, the provider has assured vulnerable customers on BT Home Essentials contracts that they will be exempt from any price rises.
The pounds and pence rise will apply to contracts taken out from April 10, 2024.
For those who took out a deal before this, a 6.4% rise will apply (3.9% and January’s inflation rate, which was 2.5%).
Plusnet will also increase its broadband price by £3 per month from the end of March for contracts taken out after July 11, 2024.
For contracts started prior to this date, a 6.4% hike will apply.
Vodafone
Vodafone mobile phone customers will see their bills rise by £1.80 a month while Home Broadband customers will see prices hiked by £3.
These pounds and pence rises will apply to contracts taken out after July 2, 2024.
For bills prior to this date an inflation linked price rise of 3.9% plus January’s inflation figure will apply. This rate is due to be announced on February 19.
The new prices will apply from April 1.
Vodafone has said that price increases will not be applied to customers who are identified as financially vulnerable or those on social tariffs.
For Vodafone broadband customers bills will rise by £3 on contracts taken out after July 22, 2024.
For those taken out prior to then, an inflation linked price rise of 3.9% plus January’s inflation figure will apply. This rate is due to be announced on February 19.
Three
Three has said broadband increases will be capped at £2 and mobile prices between £1 and £1.50 depending on the data allowance.
The pounds and pence rises will apply for contracts taken out after September 8, 2024.
For those before rises are set at 6.4% (3.9% and January’s inflation rate, which was 2.5%).
02
Customers of 02 mobile will pay £1.80 more on contracts started after January 9, 2025.
For those taken out before, an inflation linked price rise of 3.9% plus January’s inflation figure will apply. This rate is due to be announced on February 19.
Virgin Media
Customers of Virgin Media will pay £3.50 more on contracts started after January 9, 2025.
For those taken out before, an inflation linked price rise of 3.9% plus January’s inflation figure will apply. This rate is due to be announced on February 19.
Tesco Mobile
Tesco Mobile said someone on a £14.99 a month a deal would see their monthly contract price increase by 90p in April.
While, customers on a £30 a month deal will see their basic monthly price increase by £1.80.
That’s for contracts taken out after December 17, 2024. On those before this date, prices will rise 6.4% (3.9% and January’s inflation rate, which was 2.5%).
Sky
Sky said this week broadband and TV bills will rise by 6.2% from April 1.
While the new Ofcom rules require providers to specify future price rises in pounds and pence upfront, it only applies if they are linked to inflation.
Sky’s are not, so it can go ahead with a percentage increase.
For example, if you currently pay £39 per month for Sky TV, Netflix, and Full Fibre 150 broadband, your bill will increase by £2.42, bringing the total to £41.42 a month.
The same rises will apply to NOW Broadband, which is owned by Sky.
If you’re on a broadband and mobile social tariff, you won’t see an increase to your bills because Sky and Now has frozen its tariffs.
Out of contract Sky Mobile customers will see bills rise by £1.50 a month.
Those in contract won’t see a rise.
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.