Ofcom has released its latest report on home broadband and mobile services, revealing who comes out on top among Sky, Virgin Media, BT and Plusnet
Ofcom has published its latest report on home broadband and mobile services, and it offers some intriguing insights. The report delves into customer satisfaction and service, allowing consumers to weigh up whether Sky is their ideal choice or if they might be better off with a broadband provider like Plusnet.
According to Ofcom, Plusnet leads the pack of broadband suppliers with an impressive 91% user satisfaction rate. It also won awards in 2025 from reputable sources such as Uswitch and Which, so those looking to upgrade their home setup may want to consider adding this provider to their comparison list.
Plusnet offers full fibre broadband from £24.99 per month, with no need for a landline and top speeds of 900Mbps. What’s more, some packages offer reward cards worth up to £100 when you switch.
READ MORE: Virgin Media is dishing out free iPads – there’s a simple way to get it
READ MORE: ‘I’m a fashion editor and found an unlikely retailer selling glitzy festival-ready outfits’
However, despite topping the charts in the latest ‘comparing customer service’ report, TrustPilot reviews paint a less positive picture, where the provider has an overall rating of two stars. Out of 11,625 reviews, 1,500 users have given Plusnet five stars, but a whopping 77% of the total reviews on TrustPilot are rated one-star, reports the Express.
Plusnet is part of the BT group, alongside BT Broadband and EE Broadband, both of which scored lower satisfaction levels in the Ofcom report. However, according to Ofcom’s data, the broadband provider with the lowest satisfaction is TalkTalk.
Plusnet home broadband
From £24.99
Plusnet
Get the deal here
Plusnet offers straightforward pricing with an award-winning service, topping customer satifaction charts.
Customers have praised the outstanding customer service of their broadband provider, a sentiment echoed by Ofcom’s findings, though some did point out concerns regarding rising prices. One user said: “Customer service is great.
“They helped me out within 24 hours, and I had an engineer visit booked for a few days later. The price for 1gbps is 36.99, however, by the end of my contract, it’s going to be 42.99.”
Another said: “Really consistent speeds and service, didn’t have a single problem while I was with them for a year and a half. Unfortunately had to leave as they hiked up the initial price twice within a year, and it got too expensive to keep it installed.”
TalkTalk boasts of offering full fibre for £26 a month with speeds reaching up to 900Mbps, but falls short according to the Ofcom report, which indicates that areas like complaint handling, reliability, speed and overall satisfaction need improvement. Sky Broadband competes with frequent discounts and deals, also offering full fibre from £26. Satisfaction statistics place Sky Broadband slightly behind BT Broadband by 1%.
However, the report suggests while Sky Broadband may not be immune to criticisms, their proficiency in managing complaints remains commendable, scoring them above average marks in that department. While TalkTalk sits at the bottom of Ofcom’s list, Virgin Media is just a notch above them, but there’s little to separate those providers in the middle of the pack – EE, Vodafone, BT, Sky and Virgin Media are all neck and neck.
Looking at the current prices, most services offer entry-level full fibre packages from around £26. If customer satisfaction is priority, then Ofcom has made it clear: Plusnet is the provider to go for, and with competitive prices and a tempting reward card up to £100 if switching before June 11, it might be time to consider switching.
Bear in mind that some providers will foot the bill for a termination fee to make the switch easier. While Plusnet doesn’t offer this service, EE will cover up to £300 to pay for your termination fee if you’re leaving your current supplier early.