Ratings people gave for their broadband service in October 2018 revealed
All the ratings that people have provided during a speed test or by rating the broadband connections in their profile have been added up and the results for October 2018 are now ready to be shared.
Three saw enough ratings to make the table again which of course pushed some providers down the table and with Three making a play for 5G as a potential replacement for fixed line broadband it will be interesting to see how they feature over the next year or two.
As for why Virgin Media is at the bottom of the table it is very likely that annoyance at price rises is growing, particularly as some other providers have embraced the no price rises during the minimum term policy. There is a potential time bomb from the moves to fixed price contracts and that is if this encourages more people to sign up for another 12, 18 or 24 months at the end of their minimum term to ensure price stability the new entrants to the broadband market will find it increasingly hard to get the public to switch.
Based on Customer Service
(change since previous month)
|Customer Service||Reliability||Overall Satisfaction|
|Zen Internet||3 (=)||91.1%||90.4%||88.8%|
|EE Mobile 3G/4G||6 (=)||74.1%||68.5%||69%|
|Daisy Wholesale||7 (=)||73.1%||72.2%||73.1%|
|EE Fixed Line||9 (-1)||71.1%||66.4%||65.2%|
|Vodafone Home Broadband||11 (-1)||64.9%||63%||63.7%|
|Virgin Media||14 (-2)||60.6%||66.8%||66.6%|
The percentage score is arrived at by taking the numerous 1 to 5 star ratings that people and combining them arrive at an average where if every votes 5 stars the score will be 100% and 3 stars equates to 60%.
The ratings and speed test results for the broadband providers provide valuable information and another source of information is the growing number of reviews people have left for their broadband providers, which can be accessed via each providers main page.
While the old moral of you get what you pay for in the broadband world is not always true, the rush towards lower pricing points in a move encourage people to upgrade to the latest and greatest speeds, when combined with the extra investment needed to support the faster speed services often seems to lead to cutbacks in the customer service sector. Cutting back customer service is often not noticed by people until they have a reason to contact their broadband provider.