Home Broadband Survey 2020

Choosing a new broadband provider is not always easy. Even after digging through the small print, deciphering jargon and balancing the cost of all those great deals you might be left wondering if you made the right decision.

The Broadband Genie Broadband Awards can help you make the best choice and find a service that ticks all the boxes. Our Home Broadband Survey gathers the opinions of thousands of UK broadband users, so as well as judging price and features you can find an ISP which offers a service that's right for you.

Broadband Awards

For our 2020 home broadband survey, we queried thousands of people from around the country about their experiences with home broadband providers. We asked respondents to rate their provider for customer service, value for money, and speed. They were also asked whether they would recommend their provider and how much they trusted their ISP. The results were combined to give an overall rating for each category.

For the speed awards, we partnered with BroadbandUK and used the results of 91,000 tests carried out in 2019. Speed test results were categorised into standard broadband (up to 24Mbps download and 1Mbps upload), superfast broadband (up to 80Mbps download and 20Mbps upload), and ultrafast broadband (more than 80Mbps download and 20Mbps upload).

Best Broadband Provider

Winner: Zen Internet

Best Broadband Provider 2020 Zen Internet logo

Best Broadband Provider

Winner: Zen Internet

Zen Internet is the winner of our overall award for best broadband provider. It had impressive survey results which show that customers are very happy with Zen’s performance in all categories, and also performed exceptionally well in the speed awards.

Zen Internet
87.4%
Direct Save
87.2%
Origin
84.5%
John Lewis
79.7%
Three
79.2%
Vodafone
78.3%
EE
77.5%
SSE
77.5%
Hyperoptic
76.4%
Sky
75.3%
Plusnet
75.0%
NOW Broadband
73.9%
Shell
73.1%
BT
71.1%
Post Office
71.0%
TalkTalk
70.2%
Virgin Media
68.8%
KCOM
65.3%

Best Value Provider

Winner: Direct Save Telecom

Best Value Provider 2020 Direct Save logo

Best Value Provider

Winner: Direct Save Telecom

Budget broadband specialist Direct Save Telecom was voted the best value for money by its customers, with an impressive 85% approval rating.

Direct Save
85.3%
Origin
82.6%
Zen Internet
81.7%
Vodafone
75.3%
Three
74.5%
John Lewis
71.5%
Shell
70.9%
EE
70.9%
NOW Broadband
70.8%
SSE
69.0%
Post Office
68.3%
Plusnet
67.1%
Sky
66.9%
TalkTalk
66.2%
Hyperoptic
65.0%
BT
63.2%
Virgin Media
58.7%
KCOM
44.7%

Best Customer Care

Winner: Direct Save Telecom

BBG Best Customer Care 2020 Direct Save logo

Best Customer Care

Winner: Direct Save Telecom

Customer service and technical support are a crucial aspect of any broadband provider, and Direct Save is doing something right because 90% of its subscribers had positive opinions of its performance. Zen Internet was a very close second.

Direct Save
90.7%
Zen Internet
89.5%
Origin
86.1%
SSE
85.3%
John Lewis
85.2%
EE
83.5%
Three
83.0%
Vodafone
82.4%
Plusnet
81.0%
Sky
81.0%
Hyperoptic
80.6%
Shell
78.9%
NOW Broadband
77.6%
BT
75.4%
Post Office
74.9%
KCOM
74.3%
Virgin Media
73.6%
TalkTalk
71.7%

Most Trusted Provider

Winner: Zen Internet

Most Trusted Provider 2020 Zen Internet logo

Most Trusted Provider

Winner: Zen Internet

Zen Internet wins our most trusted award with an impressive 89.6% rating, though Direct Save had another strong showing here too with a very close second to Zen.

Zen Internet
89.6%
Direct Save
89.3%
John Lewis
86.7%
Origin
86.5%
Three
83.9%
Hyperoptic
81.8%
SSE
81.0%
EE
80.2%
Vodafone
80.1%
Sky
78.7%
Plusnet
78.2%
Shell
77.4%
NOW Broadband
76.4%
BT
75.1%
Post Office
74.5%
TalkTalk
73.2%
Virgin Media
72.9%
KCOM
72.9%

Fastest Ultrafast Broadband Provider (Downloading)

Winner: Hyperoptic

Fastest Ultrafast Broadband Provider (Downloading) 2020 Hyperoptic logo

Fastest Ultrafast Broadband Provider (Downloading)

Winner: Hyperoptic

Fibre optic provider Hyperoptic took the lead in the ultrafast category with a rapid 211Mbps average download speed. Hyperoptic is an FTTP provider and can deliver speeds up to 1Gbps, significantly outpacing most other ISPs.

However, coverage for FTTP is currently very limited, so many people will not be able to get Hyperoptic or most of the other providers in the ultrafast category. Runner-up Virgin Media is the best option for most people looking for ultrafast broadband due to its extensive coverage.

Hyperoptic
211.0 Mb/s
Vodafone
168.4 Mb/s
Virgin Media
156.1 Mb/s
Gigaclear
142.5 Mb/s
TalkTalk
140.3 Mb/s
Zen Internet
138.1 Mb/s
BT
102.7 Mb/s
Sky
96.1 Mb/s
EE
76.5 Mb/s

Fastest Ultrafast Broadband Provider (Uploading)

Winner: Hyperoptic

BBG Fastest Provider (Uploading) 2020 Hyperoptic logo

Fastest Ultrafast Broadband Provider (Uploading)

Winner: Hyperoptic

Hyperoptic also came top of the charts for uploading. Most Hyperoptic packages are symmetrical - which means that download and upload speeds are the same - and as such Hyperoptic can offer an extremely quick 1Gbps maximum upload rate.

If you cannot get FTTP broadband, then Virgin Media provides the best upload speed to the most premises, though it is not symmetrical and its upstream rate is far slower than the download speed.

Hyperoptic
165.6 Mb/s
Gigaclear
139.5 Mb/s
Vodafone
136.1 Mb/s
Zen Internet
105.1 Mb/s
TalkTalk
95.7 Mb/s
BT
37.9 Mb/s
EE
31.4 Mb/s
Sky
27.6 Mb/s
Virgin Media
22.7 Mb/s

Fastest Superfast Broadband Provider (Downloading)

Winner: Zen Internet

Fastest Superfast Broadband Provider (Downloading) 2020 Zen Internet logo

Fastest Superfast Broadband Provider (Downloading)

Winner: Zen Internet

Zen Internet takes the crown for fastest download speed in the superfast category, with an impressive average download rate of 38.5Mbps. This well-regarded provider has an excellent reputation; in last year's survey, it won the Most Recommended award and was second overall with great results in all areas.

Zen Internet
38.5 Mb/s
BT
34.7 Mb/s
Virgin Media
34.2 Mb/s
Hyperoptic
33.6 Mb/s
Sky
33.4 Mb/s
Plusnet
30.6 Mb/s
TalkTalk
30.2 Mb/s
EE
30.2 Mb/s
Post Office
28.8 Mb/s
Origin
26.9 Mb/s
Vodafone
26.0 Mb/s
Gigaclear
15.3 Mb/s

Fastest Superfast Broadband Provider (Uploading)

Winner: Sky Broadband

Fastest Superfast Broadband Provider (Uploading) 2020 Sky logo Visit Sky
Or call: 0800 840 5386

Fastest Superfast Broadband Provider (Uploading)

Winner: Sky Broadband

Sky Broadband had the best upload speed among superfast broadband providers, achieving an average 11.9Mbps. Superfast download winner Zen was a close second with 11.5Mbps.

Sky
11.9 Mb/s
Zen Internet
11.5 Mb/s
Gigaclear
11.2 Mb/s
BT
10.9 Mb/s
TalkTalk
10.0 Mb/s
Plusnet
9.9 Mb/s
EE
9.7 Mb/s
Vodafone
9.1 Mb/s
Post Office
8.8 Mb/s
Origin
8.4 Mb/s
Virgin Media
7.7 Mb/s
Hyperoptic
5.6 Mb/s
Visit Sky
Or call: 0800 840 5386

Fastest Standard Broadband Provider (Downloading)

Winner: Zen Internet

Fastest Standard Broadband Provider (Downloading) 2020 Zen Internet logo

Fastest Standard Broadband Provider (Downloading)

Winner: Zen Internet

Zen Internet proves to be a reliable option for both fibre optic and ADSL home broadband, as it also had the best download speeds in the standard broadband category with an average of 8.3Mbps.

Zen Internet
8.3 Mb/s
Sky
7.7 Mb/s
EE
7.4 Mb/s
Plusnet
7.1 Mb/s
BT
6.7 Mb/s
Post Office
6.6 Mb/s
TalkTalk
6.6 Mb/s
Origin
3.9 Mb/s

Fastest Standard Broadband Provider (Uploading)

Winner: Post Office broadband

Fastest Standard Broadband Provider (Uploading) 2020 Post Office logo Visit Post Office
Or call: 0800 4661 043

Fastest Standard Broadband Provider (Uploading)

Winner: Post Office broadband

Post Office broadband had the fastest upload speed for standard broadband at 0.55Mbps. But there's not much difference in the upload results in this speed tier; they're all relatively slow by today's standards. If you need a quick upload rate, then an upgrade to fibre is a must.

Post Office
0.55 Mb/s
Zen Internet
0.53 Mb/s
Plusnet
0.53 Mb/s
Sky
0.52 Mb/s
EE
0.52 Mb/s
TalkTalk
0.50 Mb/s
BT
0.47 Mb/s
Origin
0.39 Mb/s
Visit Post Office
Or call: 0800 4661 043