The latest assessment of broadband services in the UK has brought forth some unexpected results. Plusnet, a subsidiary of BT, emerged as the standout performer in this year’s awards by Broadband Genie, surpassing industry giants like BT, Sky, and Virgin Media. Plusnet secured accolades for ‘Best Provider,’ ‘Most Reliable Provider,’ and ‘Most User Friendly.’
Alex Tofts, a Strategist at Broadband Genie, emphasized Plusnet’s simplicity and customer-centric approach. Despite lacking flashy incentives for new customers, Plusnet’s straightforward broadband-only deals, with no setup costs or line rental, coupled with exceptional support and reliable customer service, earned them the top spot.
In addition to Plusnet’s success, Broadband Genie recognized other outstanding performers in various categories. Virgin Media was honored as the ‘Fastest Widely Available Provider,’ while Three scooped the award for ‘Fastest Wireless Provider.’ Vodafone was acknowledged for offering the ‘Best Value for Money,’ and NOW Broadband clinched the title of ‘Best Customer Service.’
Furthermore, the survey highlighted areas for improvement within the industry. Customer satisfaction with service providers was notably low, with Direct Save and Zen Internet receiving below-average scores in this regard. Value for money was another concern, with Virgin Media, BT, TalkTalk, and Sky Broadband falling short compared to the top performers.
Tofts raised concerns about the mid-contract price hikes affecting customer perceptions of value for money and called for regulatory intervention to address this issue. The findings underscore the need for better practices and consumer protection measures within the broadband sector.
