It’s a heart-slumping moment when you realise you can’t connect to the internet or your broadband speeds are struggling.
Sometimes, there are simple fixes to resurrect a troubled Wi-Fi router yourself, but other times the technical issues might be out of your hands, and you'll need quick assistance.
There are also plenty of personal or financial reasons where a helpful customer service department can make the world of difference, such as dealing with illness, bereavement or financial problems.
Over the course of this page, we’ll:
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List the providers we think are offering great customer service
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Find out which broadband providers handle customer complaints well (and which don't)
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Give you tips on how to spot whether a provider is struggling to stay in the game when it comes to customer satisfaction
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Explain what to do if you’re experiencing poor customer service from your current broadband provider
Which broadband provider has the best customer service?
Quick answer: YouFibre
If you’re looking for the best customer service for broadband, we think you’ll do great with a YouFibre package, if it’s available at your home.
Why we recommend YouFibre:
- It scored an outstanding 95% satisfaction level for ‘Best Customer Care’ in our 2024 Broadband Awards.
- YouFibre was also awarded the titles of ‘Best Altnet’ and ‘Best Provider’ in 2024.
Unfortunately, not everyone in the UK will have access to a YouFibre service. The best way to check is to use Broadband Genie’s deals checker to find out what’s available at your address.
| Provider | Trustpilot Score | Complaints per 100,000* | Customer Satisfaction ** |
|---|---|---|---|
| YouFibre | 4.7 | Not rated | 95% |
| Sky | 1.3 | 5 (fewest complaints) | 70% |
| Plusnet | 2.1 | 8 | 82% |
| BT | 1.3 | 10 | 70% |
| Vodafone | 4.6 | 11 | 64% |
| Virgin Media | 1.4 | 12 | 59% |
| NOW Broadband | 1.3 | 12 | 71% |
| EE | 1.3 | 13 | 68% |
| TalkTalk | 2.6 | 14 (most complaints) | 66% |
| Onestream | 4.2 | Not rated | 48% |
* from Ofcom ‘complaints about broadband, landline, mobile and pay-TV services’ - updated February 2025
** from Broadband Genie Awards 2024 - 'Best Customer Care'
Which of the major UK broadband providers offer the best customer service?
Quick answer: Plusnet and Sky
Plusnet and Sky continues to be a good choice for customer service.
In its report on ‘complaints about broadband, landline, mobile and pay-TV services’, telecoms regulator Ofcom found Sky and Plusnet to have the fewest complaints, between July to September 2024.
In our 2024 Awards, Plusnet also came out very well in our home broadband survey, with an 82% satisfaction level for ‘Customer Care’.
UK broadband providers customer satisfaction: who gets the most complaints?
Quick answer: TalkTalk
Between July to September 2024, Ofcom found TalkTalk to have received the highest number of complaints compared to the industry average.
Meanwhile, in our Home Broadband Survey, Broadband Genie customers ranked Onestream as the least impressive when it came to good customer service.
How to tell whether a provider gives good customer service
Service levels change all the time, and there are many factors that influence support and complaints handling. So, how can you tell whether you’ll get good or bad customer service before you sign up?
Here are a few things you might want to look out for:
Social Media
This is a good way to test the water to see how responsive a provider is to its customers. Just be aware that customers often sound more curt or dissatisfied, especially as a character limit might make it harder to get a complex point across. In short, you might want to take some complaints with a pinch of salt.
Head to your provider’s main webpage, and you should be able to find a quick link to an X (formerly Twitter), Facebook and Instagram profile.
Unfortunately, X has made it difficult to read through feeds now without signing up.
Trustpilot
The go-to site for checking up on how customers feel about the service they’ve received. A good provider won’t hide this away. A Trustpilot score is a strong indicator as to how well a company is coping with its customer service at the moment. You’ll also be able to see how the company responds to criticism.
If you’re worried about a particular topic, you can use the ‘filter’ tool to search for keywords in reviews. This is a great way to quickly spot if customers are having issues with slow customer service response times, billing issues, download speeds or other technical mishaps.
The Genie says...
We’re proud to blow our own trumpet. Broadband Genie currently has a fantastic score of 4.5 on Trustpilot!
Check out the customer service pages
We recommend everyone looks through a provider’s help centre and ways it allows customers to get in touch. Do this before you sign a contract. Is all the information clear? How is the provider asking customers to get in touch for different issues? Can you easily find a phone number or live chat? Or does the site trap you in an endless FAQ loop? See how easy the website is to navigate.
You’ll find quick links to customer service details on our provider pages.
Alternatively, here are a few quick links:
- BT customer service contacts, problems and complaints
- Virgin Media customer service contact numbers
- TalkTalk customer service, problems and complaints
- Sky customer service phone numbers and complaints
- Vodafone customer service and technical support
Broadband Genie Customer Reviews
Find out whether customers have been satisfied with the service they’ve received from their providers with Broadband Genie’s customer reviews.
We’ve collected the thoughts and feelings of customers from all major providers, but you can also find feedback on the satisfaction, service, speed, and reliability from smaller internet service providers too.
We welcome you to submit your own reviews.
How to complain about a provider if you’re not receiving good customer service
Our advice is to keep a paper trail of any issues you may be trying to resolve. Save or tag your emails and ask for transcripts of phone calls and live chat conversations.
Many of the larger providers, as well as smaller networks such as Zen Internet and Hyperoptic have signed up to Ofcom’s Voluntary Code of Practice for automatic compensation if things go wrong. If not, then you can always resort to an Ombudsman.
Frequently asked questions
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Which broadband provider has the best customer service in the UK?
Based on a mix of Broadband Genie Awards, customer reviews and Ofcom complaints data, YouFibre, Plusnet and Sky currently stand out for their excellent customer service. YouFibre won ‘Best Customer Care’ in our 2024 Awards, while Ofcom found Plusnet and Sky had the fewest complaints in recent months.
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How can I check UK broadband providers' customer satisfaction?
The best way to check satisfaction levels is by looking at Ofcom’s quarterly complaints report and browsing real customer reviews on Trustpilot. You can also view Broadband Genie’s own satisfaction ratings and awards, which highlight which providers are getting it right — and which aren’t.
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What should I do if I get poor service from my broadband provider?
Start by keeping a record of any issues, including emails, chat transcripts or call logs. Contact your provider’s complaints department and give them a chance to fix things. If that doesn’t work, you can escalate your case to an independent ombudsman, especially if the provider has signed up to Ofcom’s Voluntary Code of Practice.
How to find the best deals for your home address
Use the filters to find the top three deals that suit you. You’ll be able to change the results depending on important factors such as monthly price, contract length and average download speed. Then make a note of the providers who appear at the top of your list.
You can read our customer reviews for honest opinions from fellow broadband customers. But we also recommend diving in a little deeper to check out how the provider is currently dealing with customers on its social media pages and Trustpilot.
Take some time exploring the helpdesk sections of a provider’s website, too. Ask yourself:
- How easy does it look to get in contact if you’re having trouble?
- Is there a clear contact number, online form or live chat available?
It may seem painstaking when all you want is a fab fibre connection, but all this preparation work could save you a lot of time and hassle in the future!
Final word: mid-contract price rises
We also encourage you to read our guide to mid-contract price rises.
The majority of broadband providers now increase prices every year, even if you’re still under contract. However, some are going the extra mile to make sure prices stay fixed. We think this gesture shows good customer service from the off and could be a good starting point when looking for a new provider.