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.". All providers have been contacted for comment. 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, 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 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 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%). 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.
