Posted on 2020-01-31 17:15 in News Vodafone EE Sky
Vodafone home broadband have once again topped industry watchdog Ofcom's list of shame as the most complained about of the 8 biggest broadband suppliers. By contrast, EE and Sky have shared the glory as the least complained-about providers.
Ofcom complaint figures for the 3rd quarter of last year show that Vodafone garnered 26 complaints per every 100,000 customers between July and September 2019. This was an improvement on the 30 per 100,000 they hit in the previous quarter, but was still close to double the industry average. Almost 4 in 10 of the grievances related to faults and service issues.
In a difficult period, Vodafone also topped the chart for the most landline complaints (18 per 100,000) and were joint top for mobile (7 per 100,000, with Virgin Mobile).
Of the rest of the Big Eight, Plusnet, TalkTalk and Virgin Media also generated an above average number of complaints. At the end of 2018 Plusnet were by far the most complained about provider with a whopping 43 complaits per 100,000 subscribers, but they have improved every quarter since and are now equal to TalkTalk. Meanwhile Virgin Media saw the biggest rise in complaints across 2019, having started at 10 per 100,000 in the first quarter. Across the board, the main causes of the gripes were complaints handling (32%), faults and service issues (31%), and billing problems (20%).
Meanwhile, EE and Sky were shown to be the Big Eight providers that left their users feeling happiest. Their 5 complaints each per 100,000 customers was nearly two-thirds less than the overall industry average and less than a fifth of the complaint levels received by Vodafone Home Broadband.
Here's the full rundown of the Big Eight's broadband complaints per every 100,000 customers:
Ofcom's Telecoms and Pay TV Complaints report is released quarterly, and covers providers with a market share of over 1.5%. It counts complaints received by the regulator, but doesn't include those sent directly to the provider or any other body.
The report also covers landline (worst performer: Vodafone; best performer: EE), mobile (worst: Vodafone and Virgin Media; best: Tesco Mobile), and pay TV services (worst: Virgin Media; best: Sky).
How to compare smaller broadband providers
Ofcom's research comes in very handy when you're shopping for a new broadband provider, as it gives you a good overview of the general performance of each company. But it does exclude the smaller providers who often offer interesting services, such as the no-contract deals from NOW Broadband or the near-gigabit internet from Hyperoptic.
So what can you do if you're considering one of these companies? Our broadband listings measure overall user satisfaction levels for each provider, as well as their performance on customer service, speed and reliability issues. You can see their most recent ratings or a historic figure for all time, allowing you to judge whether their performance has worsened over time. Zen Broadband currently top our rankings.
Along with the ratings we've got over 20,000 user reviews across all the providers. It gives you an unmatched insight into the kind of experience you'll get with each company, and what issues you may or may not have with them.
You can see all the scores on our Broadband Reviews page, and just click through to read the feedback for each broadband. We'd also encourage you to leave a rating and review of your own, even if you have no complaints. The more information we share, the easier it becomes to choose the right broadband provider.
Posted on 2019-11-22 16:05 in Features Sky BT
Struggling with patchy Wi-Fi coverage around your house? There's nothing worse than having no-go areas in your home where you can't get online to do some work or catch up on some Netflix. But what can you do?
First of all, try and nail down the problem. Load up our Speed Test tool on your phone or laptop, run it in every room and compare the results. It only takes a few seconds each time, and will give you the full picture of how good your Wi-Fi coverage is - or isn't.
And once you've identified the problem, let's take a look at how to fix it. We'll also provide some links to products on Amazon that you may find useful, though you can find many of these products in your local computer shop and many larger superstores as well.
BT Complete Wi-Fi guarantee
Broadband providers are starting to recognise the importance of full Wi-Fi coverage, and are offering performance guarantees so long as you're happy to pay a little extra.
BT are leading the way. Their Complete Wi-Fi service guarantees full internet throughout your house - with a speed of at least 10Mb - and uses special hardware to do it. As well as equipping you with BT's latest Smart Hub 2 router, they'll also give you a single Wi-Fi Disc.
And what is that? A Wi-Fi Disc is a small Wi-Fi extender that you can place upstairs (or wherever else your connection struggles to reach) that helps to push the signal into the furthest corners of every room. While this may sound complicated, it isn't. You can set one up in less than ten minutes, and the process is mostly automatic. In fact, by using the My BT app on your phone, it'll even recommend the ideal place to put the Disc for the best possible signal.
One Disc should be good enough for most homes, but if it doesn't get the job done you can claim another two Discs for free to eliminate any remaining dead spots. And if there's still parts of your house that aren't covered after that, BT will give you a £20 refund, too.
If you're tired of having to deal with spotty Wi-Fi coverage at home, BT's Complete Wi-Fi makes for a pretty compelling offer. You can add it for around £10 a month, or often pick up deals with it bundled as standard. If you're not with BT and don't plan to switch to them, BT Discs will work with any UK broadband provider, and can be purchased on Amazon.
Check out the latest BT Broadband deals.
Sky Wi-Fi Guarantee
Sky Broadband are also getting in on the act, with a Wi-Fi Guarantee that forms part of their Broadband Boost upgrade.
They promise you a Wi-Fi speed of at least 3Mb in every room. They'll help you get to this by giving you one Broadband Booster device which is similar, but not quite as cutting edge as BT's Discs. Or, if you prefer, they'll send out an engineer to fix any problems. If it still doesn't work they'll refund you everything you've paid for the Broadband Boost service and let you keep the other benefits for free for the rest of your contract.
What are the other benefits? As well as the Wi-Fi Guarantee, Sky Broadband Boost gives you free engineer visits (including evenings and weekends), daily line checks to sniff out problems with your connection, access to the Sky Broadband Buddy app with its parental controls, and 2GB of extra data when your broadband drops for more than 30 minutes - but only if you're a Sky Mobile user.
You can add Sky Broadband Boost to your plan for £5 a month. The 3Mb speed guarantee is quite low - fast enough to stream Netflix in standard definition or to play online games, but a very long way short of the speeds you'll be accustomed to in other rooms. You might be better off looking at some of the other ways to extend your signal first.
How to extend your Wi-Fi signal
If you aren't with BT or Sky, or aren't in a position to switch providers right now, what other options do you have to get full Wi-Fi coverage in every room?
- 4G or 5G Mobile broadband: 4G, or even the fledgling 5G, broadband is now a viable alternative to a fibre plan. As far as Wi-Fi coverage is concerned it comes with one big benefit: you can be a whole lot more flexible about where you position your router. Because it doesn't need to be connected to a phone line you can place it wherever you like - even upstairs if that gives you the best coverage. You can use Wi-Fi extenders to further beef up the signal, too. Want to know more? Check the latest 4G Mobile Broadband deals.
- Wi-Fi extenders: There are different types of device that can extend your Wi-Fi coverage. A basic Wi-Fi repeater (such as the TP-Link RE300 or the Netgear EX2700) that makes your signal travel further will do the job, but a better option is a full Wi-Fi mesh network. Something like the Google Wi-Fi Whole Home System works on similar lines to BT's Wi-Fi Discs, and gives you full coverage wherever you need it. They are a little pricier, but these plug-and-play hubs require zero technical know-how to set up and use.
- Powerline adapters: A more techie solution, but potentially just as effective, are powerline adapters. These devices come in basic packs of two - you plug one in to a power outlet near your router and the other wherever you need it, and the internet signal travels between them via your existing electrical cabling. You have the choice of using the adapter as a Wi-Fi point at the other end to cover all devices in the room, or use ethernet cables to connect devices with where you might want a more stable connection, such as TVs and games consoles. If you find need more rooms covered then you can buy larger packs, or even easily add more at a later date. A well-rated product is the TP-Link TL-WPA4220T starter kit, though there are plenty of others to choose from.
- Get a better router: All broadband providers will give you a router to use when you sign up. If you've had Wi-Fi problems in the past, make sure you know what router you're going to get when switch suppliers: some are very definitely better than others! We've got all the details in our Broadband Providers guides. If you're looking to buy a router with a bit more oomph, you could consider the ASUS AC66U or the TP-Link AC1750.
- Check the position of your router: Your other option is just to make sure you're got your router set up in the best possible way. Wi-Fi signals can be blocked by large physical objects, like walls, doors, floors, bookcases and so on. They're also susceptible to interference from microwaves, cordless phones and other devices that emit radio waves. If possible, try and move your router to a different position where there are as few obstacles as possible. With the Christmas season coming up, it's also worth mentioning that decorations such as tinsel have been known to cause problems, so bear that in mind if you want to make your router look festive!
For more, take a look at our guides to Broadband speeds and on how to speed up slow Wi-Fi.