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Customer Service Awards 2009

TBB Awards 2009 Logo O2 Broadband BE Unlimited PlusNet
AAISP Zen Internet IDNet

The thinkbroadband Customer Service Awards are based entirely on user ratings submitted monthly for broadband service providers, giving you a true representation of the satisfaction of users of various services. In the 2009 ratings, the top three winners in each category are:

Gold Winner:
O2 Broadband (large ISP)
AAISP (niche ISP)
Silver Runner-up:
BE Unlimited (large ISP)
Zen Internet (niche ISP)
Bronze 2nd Runner-up:
PlusNet (large ISP)
IDNet (niche ISP)

Full Results: Large ISPs

O2 Broadband retained its 2008 top spot within the Large ISP category which covers the top-10 broadband providers by size (based on number of ratings) with BE Unlimited and PlusNet in second and third positions as in 2008.

ISP Customer Service Reliability
O2 Broadband 75% (18,182) 68% (19,515)
BE Unlimited 71% (6,651) 69% (7,359)
PlusNet 66% (9,723) 66% (10,682)
Sky Broadband 51% (22,772) 59% (24,651)
Virgin Media 48% (55,664) 57% (59,105)
TalkTalk 45% (19,753) 50% (21,419)
BT Broadband 42% (49,295) 52% (53,231)
Tiscali 36% (17,011) 48% (18,756)
AOL 36% (13,189) 41% (13,978)
Orange 34% (16,820) 43% (18,109)

Full Results: Niche Providers

Within the Niche ISP category, Andrews & Arnold (commonly known as AAISP) is a new entrant in the top position having achieved sufficient ratings to be included, with Zen Internet and IDNet in second and third position.

ISP Customer Service Reliability
AAISP 89% (1,018) 82% (1,043)
Zen Internet 86% (5,024) 85% (5,507)
IDNet 86% (1,919) 80% (2,024)
NewNet 82% (1,218) 83% (1,380)
Eclipse 64% (3,494) 65% (3,894)
UK Online 64% (1,077) 63% (1,198)
Entanet 62% (3,540) 62% (3,786)
Madasafish 62% (1,630) 65% (1,755)
F2S 54% (2,433) 58% (2,978)
Nildram 54% (2,594) 58% (2,873)
Karoo 49% (921) 51% (971)
Demon 43% (4,066) 54% (4,567)
Pipex 34% (3,895) 53% (4,475)