Broadband News

AAISP IDNet and Hyperoptic the big winners in April ratings battle

We have focused heavily on our broadband speed test analysis and coverage statistics in the past but we are adding a third arm to help increase the visibility of the information everyone craves about i.e. who is the most loved and hated providers.

Visitors to thinkbroadband are able to rate their broadband connection during a speed test where if you've not already rated in a month we will ask you to rate the connection you are using or alternatively for registered users you can rate those connections you have defined in your profile and also leave a review and thus share why you think the provider is good, bad or average.

The ratings left are usually available via our compare page where you can see the trend over a six month period and compare the more popular providers, for what we plan on being a monthly news item we have included a number of providers who don't normally qualify for the compare page due to the small sample size but due to their small geographic footprint we are happy to share in a news item.

ProviderRank
Based on Customer Service
Customer ServiceReliabilityOverall Satisfaction
AAISP 1 98% 95% 98%
IDNet 2 95% 94% 94%
Hyperoptic 3 91% 94% 95%
Zen Internet 4 90% 88% 86%
Eclipse Internet 5 85% 91% 88%
Gigaclear 6 81% 81% 82%
Plusnet 7 77% 77% 76%
Daisy Wholesale 8 73% 76% 75%
KCom 9 72% 81% 76%
Sky 10 70% 70% 68%
EE Mobile 11 69% 69% 70%
EE (fixed line) 12 68% 63% 63%
Vodafone (fixed line) 13 63% 63% 63%
Virgin Media 14 62% 67% 67%
BT 15 61% 68% 67%
TalkTalk 16 58% 65% 63%
Post Office 17 54% 54% 52%
Origin Broadband 18 49% 58% 55%

There are four additional providers that are not on our compare page and therefore the ratings for Hyperoptic, Gigaclear, KCom and Eclipse Internet have a lower confidence level due to the small sample size but are included due to the smaller footprint.

The ranking column will update each month to reflect any change in position compared to the previous month or providers who have entered the table due to increased voting.

Update 4:30pm A few words on the % scores, the scores do not reflect % of customers saying they are happy/unhappy but are based on a 5 star rating system, so if everyone for an ISP was to rate a category five stars we would have a 100% score, if everyone rated 4 stars you would get a score of 80% and since in reality you get a mixture of star ratings you end up with the range of scores expressed.

Comments

@thinkbroadband Whoop whoop!

  • @aaisp
  • comment via twitter
  • about 1 year ago

Hi Broadband Watchers.
I feel this information from TBB speed test should simulate the market and may get customer to change their ISP,s especially BT with their poor results and if possible exstend it to 30 units so over the months the positions may change dramatically. I am with BT.

  • Blackmamba
  • about 1 year ago

This news item is nothing to do with speed test results, yes people can rate during a speed test, but their speed test results do not feature in this table.

No idea what the 30 units is referring to.

  • andrew
  • thinkbroadband staff
  • about 1 year ago

Could it be influenced by the ISPs attracting knowledgeable users who know they have good connections that can realise the potential of their connections who will migrate to AAISP, IDNet and Hyperoptic, and are prepared to pay their prices accordingly? So is it at all surprising, and are we really comparing like with like for a meaningful survey?
My views are doubtless influenced by having an average nothing special connection, being with IDNet nonetheless (paying for it), having average performance, and never completing surveys! I get by, so I'm not complaining. Nothing to boast of, no news.

  • mervl
  • about 1 year ago

I rarely rate the customer service as I do not need to contact them for long periods. Does no input count in the scores at all? should I be scoring them at 5 stars if I haven't had to contact them?

  • jumpmum
  • about 1 year ago

The no scores are recorded as no vote, so don't count.

  • andrew
  • thinkbroadband staff
  • about 1 year ago

Having never needed to contact my current ISP for the two years I have been with them I'm in the same position as jumpmum and not able to rate their customer service. Ii would appear I should give them 5 stars.

  • MCM999
  • about 1 year ago

@mervl It could be quite the opposite with AAISP. Users may move to them because they have poor lines and their previous ISP has failed to sort it out. If AAISP sort it out (as they frequently do as they will always do battle with OpenReach) the users will rate highly for support.

  • jelv
  • about 1 year ago

True, I moved from Zen to AAISP after a mishandling of a fault with Zen on the FTTC service (failed to send an SFI engineer and Openreach said no fault found when there was clearly an odd fault of some kind). AAISP sent four SFI engineers and no charges incurred. AAISP deserve the very high rating they have! Credit to Zen's customer service in the end though, they did in the end let me leave the contract early and even refunded me what I paid on the original new contract... so I didn't leave them with a sour taste in my mouth :).

  • Ixel
  • about 1 year ago

AA used to have, maybe still do have, a “we’ll fix your broken line when you switch to us” deal.

  • CecilWard
  • about 1 year ago

https://aa.net.uk/broadband-trial.html

  • jelv
  • about 1 year ago

Ive just applied to switch from plusnet to Idnet i dont mind paying an extra fiver for a 1 month contract if they turn out to be as good as review sites state then i will be more than happy to stay and pay the extra.

  • itsonlyyou
  • about 1 year ago

Ok so Im a BT customer. I have to say their Broadband and mobile service is brilliant for me. (eastern Scotland rural). Any way that said their customer service is poor and value for money could be better. Just saying, credit where its due.

  • senoritas66
  • about 1 year ago

I have been with AAISP for some 18 months: I didn't vote, but I continue to be delighted with the quality of the line & speed plus of course their Customer Service & Reliability.

  • NJSS
  • about 1 year ago

Post a comment

Login Register