Broadband provider survey

Cable.co.uk interviewed 6,000 household broadband decision makers to assess their attitudes to their current broadband provider.

Overall scores

The overall score is the mean average of all other scores combined – those awarded for installation/switching, speed satisfaction, reliability, equipment/routers, value for money and likeliness to recommend.

Hyperoptic Logo

Overall score: 8.1

Installation/switching: 8.0

Speed satisfaction: 8.2

Reliability: 8.0

Equipment/routers: 8.4

Value for money: 8.0

Likeliness to recommend: 8.1

BT Logo

Overall score: 7.9

Installation/switching: 8.0

Speed satisfaction: 7.8

Reliability: 8.0

Equipment/routers: 8.3

Value for money: 7.5

Likeliness to recommend: 7.6

BT Logo

Overall score: 7.8

Installation/switching: 8.1

Speed satisfaction: 7.5

Reliability: 7.7

Equipment/routers: 7.9

Value for money: 8.0

Likeliness to recommend: 7.5

Shell Energy broadband Logo

Overall score: 7.8

Installation/switching: 8.2

Speed satisfaction: 7.6

Reliability: 7.8

Equipment/routers: 7.8

Value for money: 7.9

Likeliness to recommend: 7.3

Vodafone Logo

Overall score: 7.8

Installation/switching: 8.1

Speed satisfaction: 7.6

Reliability: 7.0

Equipment/routers: 8.0

Value for money: 7.8

Likeliness to recommend: 7.5

Plusnet Logo

Overall score: 7.8

Installation/switching: 8.0

Speed satisfaction: 7.6

Reliability: 7.7

Equipment/routers: 7.9

Value for money: 7.8

Likeliness to recommend: 7.5

Sky Logo

Overall score: 7.8

Installation/switching: 8.1

Speed satisfaction: 7.7

Reliability: 7.7

Equipment/routers: 8.1

Value for money: 7.4

Likeliness to recommend: 7.5

EE Logo

Overall score: 7.7

Installation/switching: 7.9

Speed satisfaction: 7.6

Reliability: 7.7

Equipment/routers: 8.0

Value for money: 7.6

Likeliness to recommend: 7.6

SSE Logo

Overall score: 7.8

Installation/switching: 8.0

Speed satisfaction: 7.6

Reliability: 7.7

Equipment/routers: 7.9

Value for money: 7.8

Likeliness to recommend: 7.5

Virgin Media Logo

Overall score: 7.6

Installation/switching: 7.9

Speed satisfaction: 7.8

Reliability: 7.6

Equipment/routers: 8.0

Value for money: 7.1

Likeliness to recommend: 7.2

EE Logo

Overall score: 7.5

Installation/switching: 7.9

Speed satisfaction: 7.5

Reliability: 7.6

Equipment/routers: 7.3

Value for money: 7.6

Likeliness to recommend: 7.3

TalkTalk Logo

Overall score: 7.5

Installation/switching: 7.8

Speed satisfaction: 7.4

Reliability: 7.5

Equipment/routers: 7.9

Value for money: 7.5

Likeliness to recommend: 7.1

Utility Warehouse Logo

Overall score: 7.5

Installation/switching: 8.0

Speed satisfaction: 7.1

Reliability: 7.0

Equipment/routers: 7.9

Value for money: 7.5

Likeliness to recommend: 7.2

KCOM Logo

Overall score: 7.4

Installation/switching: 8.0

Speed satisfaction: 7.5

Reliability: 7.8

Equipment/routers: 8.1

Value for money: 6.5

Likeliness to recommend: 6.8

John Lewis Logo

Overall score: 7.1

Installation/switching: 7.3

Speed satisfaction: 7.3

Reliability: 7.1

Equipment/routers: 7.4

Value for money: 7.1

Likeliness to recommend: 6.3

Origin Logo

Overall score: 7.0

Installation/switching: 8.1

Speed satisfaction: 6.7

Reliability: 6.5

Equipment/routers: 7.1

Value for money: 7.2

Likeliness to recommend: 6.8

Direct Save Logo

Overall score: 6.8

Installation/switching: 6.9

Speed satisfaction: 6.7

Reliability: 6.5

Equipment/routers: 7.1

Value for money: 6.7

Likeliness to recommend: 6.8

Cuckoo Logo

Overall score: 6.5

Installation/switching: 6.4

Speed satisfaction: 6.6

Reliability: 6.1

Equipment/routers: 6.5

Value for money: 6.8

Likeliness to recommend: 6.4

Table of scores

Provider Installation and switching Speed satisfaction Reliability Equipment and routers Value for money Likeliness to recommend Overall score
Hyperoptic broadband 8.05 8.24 8.02 8.40 7.98 8.14 8.14
BT broadband 8.05 7.84 7.99 8.28 7.45 7.59 7.87
NOW Broadband 8.14 7.51 7.66 7.93 7.96 7.54 7.79
Shell Energy broadband 8.24 7.62 7.76 7.84 7.86 7.32 7.77
Vodafone broadband 8.06 7.56 7.60 8.04 7.78 7.53 7.76
Plusnet broadband 8.05 7.56 7.73 7.88 7.80 7.52 7.76
Sky broadband 8.09 7.65 7.74 8.08 7.41 7.53 7.75
EE broadband 7.92 7.64 7.70 7.97 7.60 7.61 7.74
SSE broadband 7.98 7.81 7.68 7.85 7.61 7.37 7.72
Virgin Media broadband 7.90 7.77 7.63 7.96 7.13 7.19 7.60
italk broadband 7.93 7.47 7.63 7.27 7.60 7.27 7.53
TalkTalk broadband 7.79 7.38 7.47 7.87 7.50 7.14 7.52
Utility Warehouse broadband 7.97 7.14 7.04 7.91 7.48 7.22 7.46
KCOM broadband 7.98 7.52 7.77 8.11 6.51 6.79 7.45
John Lewis broadband 7.29 7.25 7.11 7.39 7.11 6.34 7.08
Origin broadband 8.08 6.72 6.48 7.08 7.24 6.36 6.99
Direct Save broadband 6.87 6.65 6.50 7.09 6.71 6.84 6.78
Cuckoo broadband 6.44 6.59 6.12 6.50 6.81 6.39 6.48

Categories

Installation and switching

Customers were asked to rate their experience of the switching and installation process that took place when they moved across to their current provider.

Speed satisfaction

Customers were asked how satisfied they are with their current broadband speed when compared with the stated or promised speed.

Reliability

Customers were asked to think about the last six months with their existing provider (customers who had been with their current provider for less than six months were screened out). They were then asked to rate the reliability of their broadband package across that period.

Equipment & routers

Customers were asked to rate the quality of the equipment provided them by their broadband provider. This mainly refers to the supplied router, but can extend to bundled equipment such as mesh wifi extenders and so forth.

Likeliness to recommend

You can tell a lot by how likely a person is to recommend their broadband provider to others, and that's what we measured here.

Methodology

In partnership with BVA BDRC, an award winning international consumer and business insight consultancy, Cable.co.uk quizzed 6,000 UK broadband household decision makers to discover their attitudes towards their current broadband provider.

Sample was divided across a broad spread of the UK demographic, covering all age groups and regions. Data were gathered from customers of 18 providers in total, with sample grouping weighted by provider market share. The smaller the provider, the smaller the sample.

Included broadband providers are: BT, Cuckoo Broadband, Direct Save Telecom, EE Broadband, Hyperoptic, iTalk Broadband, John Lewis Broadband, KCOM, NOW Broadband, Origin Broadband, Plusnet, Shell Energy Broadband, Sky Broadband, SSE Broadband, TalkTalk, Utility Warehouse Broadband, Virgin Media and Vodafone Broadband.

As featured in

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