From big name companies to local specialist suppliers, there are many broadband providers offering a range of speeds and packages. But how does their customer service stack up?
As well as price and speed, it’s important to consider customer service when picking a broadband provider. Good customer service pays dividends if you experience problems with your broadband, have questions, or simply need some help with your internet connection.
We take a look at the top three providers across different categories, from complaints handling to call times, to help you weigh up which provider offers the best customer service.
All data taken from Ofcom’s Complaints about broadband, landline, mobile and pay-TV services and Comparing customer service reports as of June 2025.
Fewest complaints
Plusnet takes the lead as the broadband provider boasting the least number of complaints, with only five customers per 100,000 raising any issues.
Two of the ‘Big 4’ follow: Sky has six complaints per 100,000 customers, while BT has 10.
Number of complaints per 100,000 customers | Broadband provider |
|---|---|
5 | Plusnet |
6 | Sky |
10 | BT |
Overall satisfaction with service
When it comes to customer satisfaction with overall service, that encompasses factors like speed, reliability and value for money. A good internet connection for a fair price equals happy customers, after all.
Plusnet yet again takes the crown, scoring 91% when it comes to all-round customer satisfaction.
EE and Vodafone follow closely behind, with scores of 87% and 86% respectively.
Overall satisfaction with service | Broadband provider |
|---|---|
91% | Plusnet |
87% | EE |
86% | Vodafone |
Overall satisfaction with complaint handling
Statistics from Ofcom show an increase in the number of customers having a reason to complain about their broadband. Nevertheless, when problems with your broadband service arise, it’s reassuring to know that your provider will be able to swiftly handle your complaint to your satisfaction.
Coming in top with customer satisfaction with complaints handling is EE, with 66% of customers more likely to be satisfied with the service they received when making a complaint.
Plusnet and Sky also place comfortably above the industry average of 58%, with 65% and 63% of customers showing satisfaction with their complaints experience respectively.
Overall satisfaction with complaint handling | Broadband provider |
|---|---|
66% | EE |
65% | Plusnet |
63% | Sky |
Shortest average call waiting times
It’s always frustrating being on hold when contacting customer service, with nothing but a tinny dialing tune being played on repeat.
When it comes to call waiting times, Vodafone emerges as the clear winner, with customers only waiting a mere 25 seconds on average before getting their call answer.
NOW and Sky also offer impressively speedy waiting times, at only 46 seconds, while Plusnet nips at their heels with a commendable 50 seconds.
For comparison, the average call waiting time is 2 minutes 1 second – so the top 3-4 are miles ahead of the pack.
Average call waiting times (mins:secs) | Broadband provider |
|---|---|
00:25 | Vodafone |
00:46 | NOW, Sky |
00:50 | Plusnet |
Most improved provider (for overall satisfaction with service)
According to Ofcom’s Customer Satisfaction Tracker 2024, BT improved its position dramatically, jumping from being a provider that people would less likely recommend in 2022 to being one they’d more likely recommend in 2024.
Similarly, Vodafone improved its relative position from being bang average in 2022 to becoming a provider that customers were more likely than average to recommend to a friend.
