Major broadband providers have been criticised for offering customers "mediocre at best" service ahead of planned price hikes next month.
A survey carried out by consumer group Which? asked almost 4,000 customers to rate their provider on factors such as speed, reliability, value for money, customer service and technical support. The results found that, despite being set to increase bills from April, most of the major providers had "appalling" customer service and "barely there" tech support as well as unreliable connections.
Of the "big four" broadband providers - BT, Sky, TalkTalk and Virgin Media - the survey saw TalkTalk land at the bottom of the list with a score of 51%, with users giving it the lowest possible ratings for tech support, customer service and speed. Meanwhile, Virgin Media came second from the bottom in the rankings in 10th place, scoring 54% with poor ratings for customer service and tech support.
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Sky came in eighth place with a score of 56% for overall customer satisfaction, while BT was the best of the big four earning fifth place with a score of 59%. At the top of the list was lesser known provider Zen, which achieved the highest rating for the eighth year running with a store of 81%.
Hyperoptic came in second with 65% and Utility Warehouse in third with 63%. Which? has called on providers to avoid hiking costs for customers for "mediocre" services during the cost of living crisis.
TalkTalk is set to increase its prices by 14.2% from April 1, while Virgin's monthly costs are set to go up by an average of 13.8% next month, Sky's 8.1%, and BT's 14.4%. Rocio Concha, Which? director of policy and advocacy, said: "It's unacceptable that the major broadband firms are hiking prices for their mediocre services by such huge sums during this unrelenting cost-of-living crisis.
"Which? is calling for all providers to allow customers to exit their contracts penalty-free if the price goes up and to cancel 2023 hikes outright for financially vulnerable consumers. With just days to go until inflation-busting price hikes take effect, customers who are out of contract should take action now to switch away, cut costs and avoid paying a lot more for their current service."
A TalkTalk spokesman said: "We're disappointed by Which?'s approach to research data and would urge them to use more considered and representative evidence. These findings are counter to TalkTalk’s recent encouraging trends in customer experience, following significant investment and improvements in customer service in recent months. We’re also seeing our lowest ever levels of customers leaving us."
A BT Consumer spokesman said: "We understand that price rises are never wanted nor welcomed, but recognise them as a necessary thing to do given the rising costs our business faces. With the average price increase just above £1 per week, and over three million of our customers exempt from the rise, we’re also doing all we can to ensure our services are accessible to the widest group of customers possible through our market leading social tariffs."
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