For the third successive quarter, Vodafone have been named as the 'big eight' broadband provider that generates the most complaints.
The unwanted title comes from Ofcom's latest complaints report for the last quarter of 2019. They show what while the industry average improved from 14 to 12 complaints per hundred thousand customers, Vodafone's number rose slightly to 27. That's around a quarter more than the next worst 'big eight' performers, Plusnet and TalkTalk.
Once again, the standout suppliers were EE and Sky with just five customers having cause to moan. They, along with BT, were the only companies to achieve below average grievance levels. Virgin Media made the biggest improvement, with their level of disgruntled users dropping from 20 in the previous quarter, to 14.
The data covers the UK's eight largest broadband suppliers, which all have at least 1.5% market share. Here's how they rank:
The report covers October to December 2019. Its publication was delayed due to the coronavirus outbreak, and it also means that the data doesn't take into account the massive surge in broadband use during the lockdown. We'll have to wait and see what impact that had on customer satisfaction.
Speaking of which, Ofcom have also released their latest annual Customer Satisfaction survey. The report, for the whole of 2019, shows that an overall 85% of users are happy with the broadband service they get.
Of the 'big eight', Plusnet came out on top with an impressive 93% satisfaction rate. This is in spite of them performing pretty badly in a couple of areas. Over the year they had the second highest number of complaints, at 100 per hundred thousand customers. They also had the second longest call waiting time. Anyone phoning Plusnet for support would have to wait an average three minutes 48 for the call to be answered. By comparison, TalkTalk would answer in just 39 seconds.
This was a rare win for TalkTalk, who came out bottom of the satisfaction chart at just 78%. Only 44% of their users were happy with how complaints were handled, too.
The Customer Satisfaction report ranks the leading broadband providers across a range of categories. Here are the winners and losers:
On top of that, EE, Plusnet, Sky, BT and TalkTalk have also all agreed to make New Customer pricing available to their existing users when they upgrade. It guarantees them access to the most attractive deals.
The changes will result in price cuts worth £270 million each year for the UK's nearly nine million out-of-contract customers, slashing the half a billion pound excess they normally pay.
The measures are the latest part of the industry watchdog's ongoing plan to ensure that everyone gets the best deal on their broadband by avoiding the often hefty price rises that follow when a user's initial contract period ends.
The benefits of signing a new deal or switching providers are well known. Yet as many as 40% of all users are still on an out-of-contract deal, paying an average of £56 a year more than they should be.
Ofcom found that Virgin Media have the highest proportion of out-of-contract users, at a massive 61%. Sky and Plusnet are also above average, with 42% still on old deals.
But EE's out-of-contract customers pay the most, at an average of £7.90 extra each month - or nearly £95 per year.
Research shows that older and vulnerable users are the least likely to switch, so they've been a large focus of Ofcom's campaign. Only last week they called on the industry to treat vulnerable people - including those with disabilities, health or financial problems - more fairly, to identify them more quickly, and to increase staff training.
Ofcom say that around a million vulnerable customers should save as much as £70 each per year as a result of these new rules.
Don't pay more than you need to
Other Ofcom rules came into force in February that require your broadband supplier to contact you when your deal ends. They now need to tell you how much you'll be paying if you remain on the same deal, compared to what you could pay if you took on a new contract. But you still need to act on it.
Even if you're happy with your current supplier, you shouldn't simply remain on your old deal. Do that, and the price will go up. If you're willing to sign a new contract with them you'll be able to get a much better price. You might even get other perks, too, like a new router, a speed guarantee, extra data on your mobile plan, and so on.
If you're open minded about switching, use our postcode checker to see what broadband deals are available in your area. Prices rise by as much as 50% when your contract ends, so you should be able to find a far better price than what you would pay if you did nothing.
A lot of broadband suppliers offer freebies to tempt you to sign up, and some of them are really worth having. They can range from cashback and bill credit, to shopping vouchers, and sometimes even tech gadgets. They change all the time, so if you're on the hunt for a new deal it's worth keeping an eye out for what's around.
But the important thing to remember is that you very often have to claim your reward separately. And you normally only get a short window in which to do so - miss it and you'll miss out!
We've got a full guide to broadband rewards and free gifts if you want to know more. Or if you just want to know how to claim your swag for many of the main providers, here's what you need to do.
How to claim Plusnet rewards
Plusnet regularly offer cashback, gift cards and reward cards to new customers. They'll send you an email within 10 days of your signing up with a link to claim your reward. You then need to claim it within two months, and should get it around 10 days later.
How to claim BT rewards
A lot of BT Broadband deals include a BT Reward Card as their special offer. This is preloaded with a cash sum that you can spend in most places that accept Mastercard payments. You can claim up to three months after your broadband is activated, and it should arrive within 30 days. Visit https://www.bt.com/manage/bt-reward-card/ to start your claim.
How to claim Sky Broadband rewards
Sky Broadband offer a range of sweeteners at various times, including a pre-paid Mastercard and high street vouchers. You get 90 days to claim your reward. If you're eligible, head over to sky.com/claim and log in with your Sky ID to start the process.
How to claim John Lewis Broadband rewards
Rewards from John Lewis Broadband include e-gift cards that can be spent at John Lewis or Waitrose. You don't need to claim this one - it should be sent via email within 60 days of the activation of your broadband service, so keep an eye on your inbox.
How to claim NOW Broadband rewards
NOW Broadband don't offer as many extra perks as other providers, but when they do have them they'll send the info on how to claim via email. You should get this within two weeks of your service being activated.
How to claim EE rewards
EE Broadband regularly offer cashback or Amazon gift cards as a reward for signing up. If you're eligible for one of the gift cards you'll be sent an email with instructions on how to claim it after your broadband goes live.
How to claim TalkTalk rewards
When TalkTalk offer rewards, they're normally either e-gift cards for specific stores or vouchers to be spent on the high street. Look out for an email with all the details, and you should receive your reward within 90 days of activation.
How to claim Virgin Media rewards
Virgin Media rewards can include bill credit, tech products or even wine, and you don't normally have to claim. The credit will be applied to your bill automatically, and any free gift will be sent out within 28 days of installation of your Virgin service.
To see what free gifts are available right now, take a look at the best broadband deals available today.
The average Brit is now spending over four hours a day online, according to a new Ofcom study.
The industry watchdog's latest Online Nation report shows that a combination of factors have caused internet use to surge to record levels, up by almost an hour a day in less than two years.
Inevitably, the coronavirus lockdown was part of the cause - the Zoom video conferencing app, for instance, has grown by nearly 2000%, from 659 thousand UK users to over 13 million in just four months. But it's not just that. The popularity of streaming services continues to grow, plus there's the emergence of video sharing sites like Twitch and TikTok. The latter has moved well beyond its initial teen user base, with 12.9 million UK adults now joining in.
Even as the lockdown begins to ease, it's unlikely that our online activity is going to decline. So the question is, is your broadband connection up to the demands of this "new normal"?
Signs that your service might be struggling include:
Downtime - we know that the internet infrastructure held up remarkably well during the lockdown, but if your connection keeps dropping, or you're being left without service for hours at a time, it's often a sign that it might be time to look elsewhere.
Slow downloads or uploads - your download and upload speeds will slow down when you've got more people sharing your connection at the same time. Speed problems can be especially noticeable when your usage patterns change - like when you're working from home and sharing large files or connecting to your office server.
Poor video performance - nothing ruins a boxset binge more than buffering, or even just seeing the picture quality plummet. Both are signs that your broadband can't keep up with the demands of your chosen streaming TV service.
Laggy gaming or video calls - speed problems can also ruin the picture or sound quality in your video calls, and render online games unplayable. Occasional lag is to be expected, but if you keep seeing it it might be time for an upgrade.
The best broadband upgrades
So what should you look for in an upgrade? Try and prioritise what you need. That could be a faster service generally, or more specifically faster uploads. Or perhaps a more reliable service, or better customer support.
The obvious upgrade, if you haven't already made it, is to go from standard broadband to fibre. An entry level fibre deal will triple your download speed and should only cost a few pounds extra each month. If you're upgrading to a new deal with your existing provider you might even be able to negotiate a better offer. Plusnet and SSE currently offer the cheapest fibre broadband deals.
The next step is from the basic fibre (around 36Mb) to the higher end fibre, with speeds around 63Mb. Vodafone and TalkTalk have the cheapest deals at this faster speed.
If even that isn't enough, you can get over 100Mb speeds from a number of ISPs. The most widely available are from Virgin Media, who offer speeds up to 516Mb on average. Other big name providers like Vodafone and BT also offer ultrafast packages, but only in certain areas. These faster speeds will give you much better upload speeds as well as downloads.
If reliability and customer service are a bigger priority, the best way to check what you can expect from each provider is to read their customer reviews. Dig into our thousands of reviews for help on deciding your next move.
Ready to start shopping for a new internet deal? Use our postcode checker to find the best broadband offers where you live.
After a three month delay the Premier League season is finally set to return. It kicks off again on 17 June with a double header including the Man City - Arsenal game. With no fans allowed in the stadiums, all the remaining 92 matches will be shown live on TV, across a mix of free-to-air and premium channels.
Here's how you can watch.
How to watch Premier League games for free
For the first time ever, Premier League games will be shown live on free-to-air TV. There will be 33 free matches in all, spread across three channels.
BBC: The BBC will be showing four matches, starting with Bournemouth vs Crystal Palace on 20 June. The Beeb will also have their usual FA Cup coverage when the competition resumes on 27 June.
Amazon: Amazon have also got four games, which begin with Palace against Burnley on 29 June. You'll be able to watch these even if you aren't a Prime subscriber (although you probably will need a normal Amazon account).
Pick: The remaining 25 free games are on the Pick channel. "What is Pick?", you ask. Good question! It's a channel owned by Sky that you can watch for free on every platform. You'll find it on Freeview channel 11, Freesat channel 144, Sky channel 159 and Virgin Media channel 165.
Don't assume that it's just the less fashionable games that will be available for free. Pick will be showing the Merseyside derby on Sunday 21 June, which could be the night that Liverpool are finally confirmed as champions.
How to watch Premier League football on Sky Sports and BT Sport
If the free coverage isn't enough for you, now's the perfect time to subscribe to a premium sports channel. If you've got broadband from the likes of Sky or BT you should be able to add the channels to your existing deal, or you could even consider switching providers and making a saving on a bundle.
Sky Sports have got 39 exclusive matches (they'll also be showing the games on Pick), which begins with Aston Villa vs Sheffield Utd at 6pm on 17 June. They've got the pick of the big fixtures. They will also be covering the Championship, currently slated to resume on 20 June.
BT Sport will be showing 20 games - 12 more than they originally had - with the first seeing Watford take on Leicester at 12.30pm on 20 June. They've also got the rights to the Champions League, although there's no date yet for when that will come back.
There are four main ways to sign up to watch Premier League football on Sky Sports and BT Sport.
Sky: The most obvious way to get Sky Sports is direct from Sky, via a dish, and you can add BT Sport to your package as well. You can sign up to Sky regardless of what internet provider you use, although you should be able to save on your monthly bill by taking it as part of a bundle with Sky broadband.
BT: BT now offer a full BT TV service to their broadband customers. This gives you a choice of channel packages, with the sports offerings including BT Sport along with all the Sky Sports channels streamed through NOW TV. What we like about BT TV is that even though you have to take a 24 month contract, your choice of channels is flexible. So, you can sign up for the football now, then when the season ends you can switch to a movie package instead.
Virgin Media: You can get Sky Sports and BT Sport through Virgin Media both as a standalone service or as part of a bundle with Virgin Media broadband. Virgin offer some of the fastest broadband plans that are widely available, with speeds up to an average of 516Mb.
NOW TV: With the streaming service NOW TV you can watch Sky Sports without a dish. It can work out a little more expensive than getting it through Sky, but that's because you don't need a contract - you can cancel at any time. NOW TV doesn't offer BT Sport. You can make further savings by getting the service with a NOW Broadband bundle.
With millions of people now having to work from home there's been a lot of speculation about whether the UK's broadband infrastructure will be able to handle a massive surge in demand.
Well don't worry, because the expectation is that it can. That's the word from BT, who say they've got "more than enough capacity…to handle mass-scale home-working in response to COVID-19".
Last week, the company shared some data to demonstrate just how well their network was able to cope with higher levels of usage. They showed that in the previous week a couple of major video game releases and Champions League football had combined to hit new record levels of traffic for BT - to the tune of 17.5 terabits per second (Tbps) - without the network buckling under the strain.
The increase in home working meanwhile, has seen daytime traffic increase by as much as 60%, but still remains well below the record at around 7.5Tbps. Of course, with schools now closed, it's likely that traffic will go up further during the day, but the industry is confident that it will be able to handle it.
Our own speed test data, compiled from thousands of speed tests each month, supports the view that broadband connections aren't slowing down as well. We pulled the average home broadband speed results from the middle of February, and they were 44Mbps. The period between the 8th and the 14th of March saw average speeds of 43.9Mbps, while between the 15th to the 23rd of March, average speeds were 44.7Mbps. The speed differences displayed are of no real significance, and we're happy that people shouldn't be seeing any negative impact on their connection, despite the current change in UK working arrangements.
To help things along, TV streaming companies have agreed temporary measures to slash the amount of data they use by as much as a quarter. Netflix, Amazon and Disney+ are streaming their content at a lower bitrate, while YouTube now defaults to an SD stream - although you can still manually set videos to play at a higher resolution if you want to. The BBC also seems likely to make a change in the not too distant future.
Will you notice the difference? Possibly not, although it depends what you're watching. Streaming at a lower bitrate means that the video is more heavily compressed. With the way video compression works it's more noticeable in busy scenes with lots of fast movement, where the image may become blocky or distorted. In slower scenes, you'll have to look pretty closely to see any effect.
As for streaming in SD, as with YouTube, that might not look great if you watch on a massive 4K telly, but for viewing on a smaller screen like a tablet it should be just fine.
How to pause your Sky Sports and BT Sport subscriptions
In other news, Sky and BT have taken the decision to allow customers to pause their sports channel subscriptions for as long as there's no actual sport taking place. You can do this at sky.com/pausesport or at bt.com/tv. Unfortunately, you can't pause these channels if you've got them through Virgin Media.
BT have removed data caps on all their broadband products. This won't affect most people, since most of their plans are already unlimited. But if you're on an older deal you'll no longer have to worry about managing your usage.
And lots of broadband providers have issued statements to explain their COVID-19 plans, including what happens if you need a callout from a technician to solve a problem. You should have received this via email, but if you haven't you can read them online from BT, Sky, Virgin Media, EE, Vodafone and Plusnet.
Are you a Virgin Media customer who joined before 1st December 2019 on one of their 54Mbps M50 packages? If so, the chances are you're eligible for a free upgrade to the M100 package, with average speeds of 108Mbps! This means that over half a million customers can expect to see their average downloads speeds double, and some may even see their speeds increase up to 5 times more! These upgrades are automatically rolling out now, no need for you to do anything to take advantage of it. You'll be emailed when the upgrade is complete, and you can enjoy your new, zippier download speeds.
What does this speed increase mean in practical terms? Well, you won't really see a big difference for simple, every day tasks such as browsing the internet, watching cat videos on YouTube and streaming music; these are all things you can do on a standard broadband connection. Where it will have a big impact is if you stream TV and films in UHD (4K), especially if several members of your household want to watch different things at the same time. 50Mbps is enough to stream a UHD film for one person, but more than that and your connection may start to struggle.
This speed upgrade will also benefit gamers, who frequently download games, large updates and patches, and these can take quite a while to grab. The average game is between 30GB to 50GB in size (and they keep getting bigger, with the likes of Red Dead Redemption 2 hitting around 150GB). A 30GB game takes nearly 90 minutes to download on a 50Mbps connection, whereas it would take just over 40 minutes with a 100Mbps. So the faster your download speed, the faster you'll be playing your games.
If you're not one of the lucky ones to get your speed doubled, you may still be able to get a better speed from your provider without paying any extra! Our newly updated Upgrades Guide tells you what you need to know.
Virgin Media are kicking us off with some great combined offers. Along with a price reduction on TV packages for the first year, Virgin are also offering a choice of a £100 gift voucher from Amazon, Debenhams, John Lewis or M&S or a £100 bill credit. It doesn't stop there, either, as you can also get 12 months free Amazon Prime. Worth £79 a month, you get a whole host of goodies bundled in, inluding access to Prime Video (where you can watch Amazon Original shows along with a whole host of other TV boxsets and the latest movies), unlimited music streaming, access to a rotating selection of content on Kindle, unlimited photo storage and, of course, free next day delivery!1
BT have a whopping £120 M&S voucher offer on Superfast Fibre products! If you want TV as well, packages are available from £15 extra a month and can be added during the checkout process. You can get the basic Classic Bundle with AMC and standard Freeview channels, or choose to add Premium channels with an Entertainment Bundle. Plus, you can add even add Sports from BT and Sky, Movies from Sky, Netflix and a whole lot more! You'll need to hurry, though, because this offer ends on the 14th and is only available via the links below.2
Shell Energy have some early Black Friday deals, offering some great introductory prices without the need to queue or get your kidneys elbowed! Their Fast Broadband package is currently one of the cheapest in the market at only £16.99 a month while Fibre packages are not only reduced in price, but also come with two months free in the form of account credit! Plus there are no connection fees for any of these deals. To top it off, if you're on one of Shell's gas or electricity plans, you can also make extra savings on your monthly energy bill!3
All offers available to new customers only unless otherwise specified. Some offers only available in provider network areas. Use our Use our postcode checker to find out what's available in your area. See respective landing pages for full terms and conditions and details of how to claim rewards.
1. All Virgin Media offers are on a 12 month contract. Offers end at 11:59pm 13/11/2019.
2. All BT offers are on a 24 month contract. £9.99 postage and packing fee for the BT Smart Hub applies, activation costs may apply on TV products. Standard broadband products will not be offered if you are able to get Fibre products. If you're in a Fibre-enabled area but can't get Fibre you will be offered a Standard broadband offer. Offer ends at 11:59pm 7/11/2019.
3. All Shell Energy offers are on an 18 month contract. Two months free will be applied to your account as bill credit 90 days after activation. Offer ends at 11:59pm 8/12/2019.
Over one and a half million of us in the UK work from home, and the number is growing rapidly. But balancing out the sheer joy of being able to work in your pyjamas is the knowledge that you no longer have an IT-guy to sort out all your tech troubles.
And the biggest of all these troubles is your broadband: if it goes down, you'll lose money.
Let's take a look at how to find the right broadband for your home office.
What speed you need
Whenever you compare broadband deals, finding the right speed is your first priority. For your home office, any fibre deal should offer fast enough downloads for most needs.
However, you need to consider who else will be using your internet while you're working. If it's just you, then fine. But if your kids are going to be jumping onto YouTube and start FaceTiming as soon as they get home from school, you might want to opt for a faster fibre deal to ensure you won't have any interruptions.
Don't overlook the upload speed, too. You need a good upload speed if you do a lot of video conferencing, or need to send large files to clients. For this reason we'd recommend steering clear of a cheap standard broadband plan, as the upload speeds are usually dreadful.
Reliability and support
When you rely on your internet connection to earn a living you need to be confident that it will work reliably. If there are problems you need access to good customer support to fix them. To make your decision a little easier take a look at our customer reviews for all broadband providers. They show ratings for speed, reliability, support and overall satisfaction.
There's often a link between reliability and support, and price. Cheaper services from less established players tend to attract more negative reviews and lower satisfaction levels. It might be worth paying a little extra for a plan from one of the bigger brands.
Also, keep an eye out for speed and performance guarantees from the different broadband suppliers, which will help you avoid being left high and dry should problems strike. On BT Plus plans, for example, you'll be sent a 4G Mini Hub to keep you connected if your broadband ever develops a fault.
Static IP address
So far, the issues we've looked at are ones that you'd consider when buying any broadband service. Next up is a factor that mostly applies only to a subset of remote workers: the need for a static IP address.
In simple terms, an IP address is the address of your computer on the network. With all home broadband packages it's assigned dynamically, so you get a new one each time you connect. A static IP address means you keep the same address permanently.
Why might you need a static IP address? There's plenty of reasons, like if you're running a server or hosting your own website, or if you need a secure way to remotely log in to your employer's computer systems.
You get a dynamic IP address with all home broadband products and you'll need to check if your chosen provider can offer you a static address instead. As an example, Plusnet will give you a static IP for a one-off fee of £5, but BT won't let you have one on their residential packages. You need to switch to a business plan instead.
Full Wi-Fi coverage
You don't just need to find the right broadband, you need to get it working well enough, too. And that means making sure your Wi-Fi coverage extends to wherever you set up your office. Now, if you're just working from your dining room then you're probably already good to go. But if you're planning to convert your loft - or even your shed - into an office, you should hold off on that trip to Ikea until you're sure you've got your internet sorted first.
Your Wi-Fi signal is less likely to reach into the furthest corners of your house or garden. Even if it does, a weaker signal will mean slower speeds. Grab your laptop and head out to your office location, then use our Broadband Speed Test tool to find out if your connection and speeds are up to scratch.
Finally, you might be wondering if you need a specialist business broadband package when working from home, or if you're okay with a normal home deal. It depends on what type of work you're doing, and what's specified in your provider's terms and conditions.
BT say that their broadband is only for personal use; John Lewis Broadband say that "occasional home working is acceptable"; while Virgin Media offer the HomeWorks upgrade for £9.99 a month, which adds remote worker-friendly features to a residential plan. In all cases, a residential call plan will be strictly limited to personal use - so don't go setting up a call centre in your kitchen.
Business broadband will get you the option of a static IP address, better customer support - usually 24/7 - and better security options as well. Prices from suppliers like Plusnet aren't all that much higher than what you'd pay for home broadband.
Want more on finding the right internet service for your remote working needs? Check out our full guide to home office broadband.
It's the time of year where students around the country are heading to university, either to start their studies or return for a new academic year.
Whether you're heading to uni for the first time, returning to your student accommodation or about to start out in a new student house share, now's the time to look for a good student broadband offer to keep you online over the next 9 months.
Both of those option mean that you can avoid paying for broadband costs should you head home or go off on travels in the 3 months between academic years. But of course you don't need a special student exclusive offer to get short contract broadband from other suppliers, for example NOW Broadband, Plusnet and Hyperoptic also have competitive 1 month rolling contract offers that even undercut BT and Virgin's prices.