BT broadband 'worst for customer service' header image

Published: 22nd Jun 2016

A new survey has revealed that BT provides the worst broadband customer service in the UK.

This is according to the results of a recent report from communications regulator Ofcom, which polled 6,000 people from across the country.

It found that BT's satisfaction rate had dropped three per cent to 60 per cent compared to last year, making it the worst among the big providers, which also includes TalkTalk, Virgin Media and Sky.

BT's poor result knocked last year's worst achiever, Talk Talk, off the top spot. The results of the poll were revealed just a day after the firm announced a deal worth £12.5 billion to take over EE as part of a re-entry strategy in the wireless telecoms sector.

Overall, the survey revealed that more than a third of respondents were unhappy with the customer service they receive, despite satisfaction rates improving for some broadband providers.

Speed was the most cited factor for people being displeased with the service they have been receiving, leading to almost a fifth (19 per cent) to complain to their provider about it.

People using BT's broadband are only offered a top speed of 84Mbps, which is way behind the 152Mbps Virgin Media customers are able to take advantage of. However, it is still ahead of the 76Mbps and 38Mbps provided by Sky and Talk Talk respectively.

Customer satisfaction ratings dropped significantly in terms of broadband speed issues and regarding the packages that the company currently offers.

Ofcom's survey also covered happiness levels concerning mobile networks, TV providers and companies that offer home phone services - with these particular customers being less satisfied with their broadband now compared to 2013.

Overall scores for all of these services dropped for BT, TalkTalk and Virgin Media in this year's poll.

The research was based on feedback from customers regarding the services they received from their providers, with quality being based on several factors including the standard of advice given, the amount of time it took to deal with issues and the ability and attitude of the advisor.