The results of our 2016 Home Broadband Survey are now live. With this annual feature we take a closer look at the state of home broadband in the UK by asking regular broadband users about their experience with ISPs.
Run in conjunction with Censuswide, the survey asked people across the UK to rate their provider for technical support, customer service, reliability, speed, router, value for money and whether they would recommend their provider to others. Each question had two positive and two negative responses; the survey ratings are the combination of both positives.
We also gathered a panel of industry experts and insiders to vote for the best bundled provider, best budget provider, most innovative ISP, best streaming TV service and best catch-up TV service. To determine the fastest broadband we examined 7m speed test results provided by broadbandspeedchecker.co.uk.
Here’s a brief overview of the results; for the full lowdown head over to the dedicated home broadband survey page.
Winner: Virgin Media
Virgin had the highest ratings for reliability, speed satisfaction and the fastest broadband service with an average download speed of 46Mb. Virgin was also second place for customer care, tech support and recommendations; and joint second for the highest rated router alongside Sky and EE. Overall Virgin had the highest average rating, just ahead of Plusnet.
Customer service: Sky - 91% (average 85%)
Technical support: Sky - 90% (average 83%)
Reliability: Virgin Media - 91% (average 85%)
Value for money: Plusnet - 87% (average 77%)
Router: BT - 90% (average 87%)
Speed satisfaction: Virgin Media - 93% (average 83%)
Fastest broadband: Virgin Media - 46Mb
Would recommend: Plusnet - 85% (average 76%)
Best budget provider: Fuel Broadband
Best bundle provider: Sky
Most innovative ISP: Relish
Best streaming TV service: Netflix
Best catch-up TV service: BBC iPlayer