Broadband News
Which? rates broadband Best Buys
Monday, 16 February 2009
By Garnet Roach garnet@consumerchoices.co.uk
Consumer watchdog Which? has rated almost 30 broadband ISPs to find its annual Best Buy providers.
More than 18,000 users rated broadband providers for overall satisfaction, customer service, ease of setup, connection speed, reliability and technical support, but “just two ISPs performed to Which? Best Buy standards”.
O2 Broadband (www.O2.co.uk) came top of the pack with a customer satisfaction score of 97 per cent and a top mark of five stars in every category.
The only other provider to win the Best Buy award was Zen Internet (www.Zen.co.uk), which has been a Best Buy since 2005. It achieved an 85 per cent satisfaction rating, “falling down only on value for money, for which it got an average score”.
Be Broadband (www.BeThere.co.uk), Utility Warehouse (www.UtilityWarehouse.co.uk) and Waitrose (www.Waitrose.com) were all highly recommended, narrowly missing out on the Best Buy status.
However, Which? also revealed a number of Don’t Buys, including two of the UK’s biggest broadband providers. AOL Broadband (www.AOL.co.uk) and Orange Broadband (www.Orange.co.uk) received joint-lowest satisfaction scores of just 31 per cent.
Michael Phillips, BroadbandChoices.co.uk product director, said: “It’s disappointing that only two broadband providers managed to get a Which? Best Buy award, and ISPs clearly need to do more to improve customer satisfaction.
“Of the ‘big six’ providers - BT Broadband (www.BT.com), Carphone Warehouse, owner of AOL and TalkTalk Broadband (www.TalkTalk.co.uk), Orange, Sky Broadband (www.Sky.com), Tiscali Broadband (www.Tiscali.co.uk) and Virgin Media (www.VirginMedia.com) - only Sky managed to score above 50 per cent satisfaction,” he noted.
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