Home Broadband Survey 2018

Choosing a new broadband provider can be a tough decision. Even after digging through the small print, tackling jargon and balancing the cost of all those great deals you might be left wondering if you made the right decision.


Our annual Home Broadband Survey gathers the opinions of thousands of regular broadband users around the UK so as well as judging price and features you can find a provider which offers a service that's right for you.

Broadband Awards

4,490 people from around the country were queried about their experience with home broadband in surveys conducted by OnePoll and Broadband Genie. We asked respondents to rate their provider for customer service, reliability, value for money and speed. They were also asked whether they would recommend their provider and, for the first time, how much they trusted their ISP. The results were combined to give an overall rating for each category.

Best Broadband Provider

Plusnet has won numerous awards in past surveys, and for 2018 it has once again been voted Best Broadband Provider. As well being the most recommended ISP it received the best ratings for customer service, reliability and trustworthiness, giving Plusnet the highest overall rating.

Winner: Plusnet

Best broadband provider 2018 award - Plusnet Visit Plusnet ›

Best Broadband Provider

Plusnet has won numerous awards in past surveys, and for 2018 it has once again been voted Best Broadband Provider. As well being the most recommended ISP it received the best ratings for customer service, reliability and trustworthiness, giving Plusnet the highest overall rating.

Provider Ranking:

Plusnet
78.0%
Virgin Media
75.1%
EE
74.5%
Vodafone
74.1%
Sky
73.6%
BT
70.5%
Other
69.9%
TalkTalk
66.7%

Best Customer Care

It can be tricky to find out about customer service before you sign up with a provider so this category is enormously important for showing us which ISPs go the extra mile when customers have a problem. Plusnet was the winner in 2017, and in 2018 has once again received the best score for customer care from its users.

Winner: Plusnet

Best customer care 2018 award - Plusnet Visit Plusnet ›

Best Customer Care

It can be tricky to find out about customer service before you sign up with a provider so this category is enormously important for showing us which ISPs go the extra mile when customers have a problem. Plusnet was the winner in 2017, and in 2018 has once again received the best score for customer care from its users.

Provider Ranking:

Plusnet
80.5%
EE
76.9%
Sky
75.8%
Vodafone
75.0%
Virgin Media
72.8%
Other
72.5%
BT
68.9%
TalkTalk
64.3%

Most Reliable Broadband Provider

Low prices, high speeds and great customer service are all for nothing if the broadband can't be relied upon to maintain a steady connection. This year Plusnet had the highest rating in this category, though it was very closely followed by the 2017 winner, Virgin Media.

Winner: Plusnet

Most Reliable broadband provider 2018 award - Plusnet Visit Plusnet ›

Most Reliable Broadband Provider

Low prices, high speeds and great customer service are all for nothing if the broadband can't be relied upon to maintain a steady connection. This year Plusnet had the highest rating in this category, though it was very closely followed by the 2017 winner, Virgin Media.

Provider Ranking:

Plusnet
78.4%
Virgin Media
78.3%
BT
74.7%
EE
74.7%
Sky
74.6%
Vodafone
71.9%
Other
71.6%
TalkTalk
69.1%

Best Value Provider

The UK's broadband market is highly competitive and it's not hard to find a great deal - especially when you use Broadband Genie! But value for money is about more than just cheap prices. This year Vodafone came out on top, with 81% of its customers saying they felt they got value for money from their broadband package. Last year’s winner Plusnet was close behind with 79%.

Winner: Vodafone

Best Value provider 2018 award - Vodafone Visit Vodafone ›

Best Value Provider

The UK's broadband market is highly competitive and it's not hard to find a great deal - especially when you use Broadband Genie! But value for money is about more than just cheap prices. This year Vodafone came out on top, with 81% of its customers saying they felt they got value for money from their broadband package. Last year’s winner Plusnet was close behind with 79%.

Provider Ranking:

Vodafone
81.0%
Plusnet
79.1%
EE
77.6%
TalkTalk
76.4%
Sky
72.8%
Virgin Media
69.5%
Other
68.7%
BT
65.0%

Most Recommended Provider

It says a lot if you would recommend a provider to someone else. Given its high ratings in other areas it would be odd if Plusnet failed to perform in this regard, and indeed it was the clear winner here with many happy Plusnet subscribers saying they would recommend the ISP to friends and family.

Winner: Plusnet

Most Recommended provider 2018 award - Plusnet Visit Plusnet ›

Most Recommended Provider

It says a lot if you would recommend a provider to someone else. Given its high ratings in other areas it would be odd if Plusnet failed to perform in this regard, and indeed it was the clear winner here with many happy Plusnet subscribers saying they would recommend the ISP to friends and family.

Provider Ranking:

Plusnet
78.3%
Virgin Media
73.2%
EE
72.7%
Sky
71.1%
BT
66.3%
Vodafone
65.7%
Other
65.6%
TalkTalk
61.1%

Most Trustworthy Provider

Trust is perhaps not something many of us consider when selecting an ISP, but it can be revealing to think about what this means for the overall performance of a provider. When we sign up to an ISP we’re expecting to get what we’ve been promised and to be treated fairly, and it’s becoming increasingly important to think about the fact that every time we use a broadband connection we are potentially revealing a great deal of personal data. It's a hard one to define, but we simply asked respondents how much they trusted their provider. Plusnet received the top score, followed by EE and Vodafone.

Winner: Plusnet

Most Trustworthy provider 2018 award - Plusnet Visit Plusnet ›

Most Trustworthy Provider

Trust is perhaps not something many of us consider when selecting an ISP, but it can be revealing to think about what this means for the overall performance of a provider. When we sign up to an ISP we’re expecting to get what we’ve been promised and to be treated fairly, and it’s becoming increasingly important to think about the fact that every time we use a broadband connection we are potentially revealing a great deal of personal data. It's a hard one to define, but we simply asked respondents how much they trusted their provider. Plusnet received the top score, followed by EE and Vodafone.

Provider Ranking:

Plusnet
80.8%
EE
77.1%
Vodafone
76.4%
Sky
76.3%
Virgin Media
75.4%
BT
73.7%
Other
73.5%
TalkTalk
67.0%

Speed Awards

Broadband speed is a crucial factor when choosing a provider so we've got three awards for this category: Two Fastest Provider awards are based on the results of more than 9,000 speed tests conducted throughout 2017, while Speed Satisfaction is based on how real users feel about the performance of their service.

Fastest Provider - Downloading

Virgin Media wins the award for fastest download provider with an average download speed of 85Mbps. Next quickest was Vodafone, with an average of 34.9Mbps, then BT at 25.3Mbps.

Winner: Virgin Media

Fastest provider 2018 award - Virgin Media Visit Virgin Media › 0800 276 1162

Fastest Provider - Downloading

Virgin Media wins the award for fastest download provider with an average download speed of 85Mbps. Next quickest was Vodafone, with an average of 34.9Mbps, then BT at 25.3Mbps.

Provider Ranking:

Virgin Media
85.0 Mb/s
Vodafone
34.9 Mb/s
BT
25.3 Mb/s
Plusnet
20.6 Mb/s
TalkTalk
20.4 Mb/s
EE
19.2 Mb/s
Sky
13.6 Mb/s

Fastest Provider - Uploading

When comparing broadband it’s easy to focus on download speeds, but upload rate is also very important. From the speed tests conducted in 2017 it was Vodafone that took the lead with an average 8.1Mbps, followed by Virgin Media with an average of 7Mbps.

Winner: Vodafone

Fastest provider uploading 2018 award - Vodafone Visit Vodafone ›

Fastest Provider - Uploading

When comparing broadband it’s easy to focus on download speeds, but upload rate is also very important. From the speed tests conducted in 2017 it was Vodafone that took the lead with an average 8.1Mbps, followed by Virgin Media with an average of 7Mbps.

Provider Ranking:

Vodafone
8.1 Mb/s
Virgin Media
7.0 Mb/s
BT
6.3 Mb/s
EE
5.0 Mb/s
TalkTalk
3.9 Mb/s
Plusnet
3.6 Mb/s
Sky
3.2 Mb/s

Customer Speed Satisfaction

For the second year running Virgin Media won our Speed Satisfaction award with the largest share of happy customers pleased with the performance of their Virgin broadband. Vodafone was second, nudging Plusnet down to third place from second last year.

Winner: Virgin Media

Customer Speed Satisfaction 2018 award - Virgin Media Visit Virgin Media › 0800 276 1162

Customer Speed Satisfaction

For the second year running Virgin Media won our Speed Satisfaction award with the largest share of happy customers pleased with the performance of their Virgin broadband. Vodafone was second, nudging Plusnet down to third place from second last year.

Provider Ranking:

Virgin Media
80.3%
Vodafone
78.5%
Plusnet
74.1%
BT
73.0%
Sky
72.3%
EE
72.0%
Other
69.4%
TalkTalk
67.8%