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Customers much happier with smaller broadband suppliers

People who use smaller providers for their broadband are reportedly much happier with the service they receive, according to a survey carried out by consumer group Which?

The Which? survey found that the three largest purveyors of broadband – Sky, TalkTalk and BT – notched up customer satisfaction scores below 50 per cent, while providers like Zen Internet, Plusnet and John Lews Broadband, weighed in with scores topping 70 per cent.

John Lewis Broadband came in top of the Which? survey, with 76 per cent customer satisfaction, followed by Zen internet with 75 per cent.

The highest scoring big player was Virgin Media, which only managed 52 per cent, while Sky and TalkTalk both managed 48 per cent. However, they all merrily beat BT, which only managed a paltry 45 per cent.

“Smaller suppliers are leaving larger rivals in their wake when it comes to the service they provide so we need to see the big players up their game,” said Which? Executive Director, Richard Lloyd. “Ofcom is also currently reviewing this market and we now need it to identify how it plans to ensure broadband customers get a better deal.”

The survey also asked consumers how they rated the speed of their current broadband connection, and on that score Virgin Media and Zen Internet were the clear winners, with four stars. The rest of the pack, including Sky and BT, managed a three star score, while TalkTalk came in dead last with its customers awarding the supplier a measly two stars.


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