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Broadband customer stress

If you're not sure which broadband provider is right for you, then our provider reviews can point you in the right direction. But when comparing deals the focus is usually on factors such as price, speed, and features, and learning about customer service and after-sales support is not as simple. So to help you decide which provider is the best fit when choosing a package, Broadband Genie has analysed over 305,000 tweets to discover which providers are causing their customers the most stress.

Stress levels

How we got these results

How we got these results

TensiStrength was used to analyse the content of tweets relating to broadband providers. Each tweet was assigned a “stress score”, ranging from -1 (low stress) to -5 (high stress). Our final ranking is based on providers that have the highest proportion of tweets classified as ‘moderately stressed’ or higher (-3 to -5 on the TensiStrengh scale).

TensiStrength is a tool developed by Mike Thelwall, professor of data science at the University of Wolverhampton. It estimates the strength of stress expressed in short texts, such as social media posts. You can try it for yourself at the tool’s homepage.

According to our data, Shell Energy Broadband, Post Office, and Plusnet are the top three most stressful providers. At the less stressed end of the spectrum is EE, NOW, and Hyperoptic who have the least stressed customers.

Provider Stressed Tweet %

Shell Energy Broadband

36.7%

Post Office

35.3%

Plusnet

32.9%

Sky

31.1%

Virgin

28.3%

TalkTalk

27.1%

BT

23.9%

Origin

23.6%

Vodafone

22.2%

Direct Save

21.1%

KCOM

20.4%

Zen Internet

17.2%

EE

17%

NOW Broadband

14.2%

Hyperoptic

13.4%

Break down of the results (Google sheet)

Find me a Tweet

Discover what customers said about their ISP by selecting a provider from the list and clicking the button to see a random tweet.