Broadband & Internet

BT has human support but it is buried under multiple layers of automated menus and online self-service pushes. Expect 20–40 minute waits. Technical faults line is quicker than general enquiries.

Sky aggressively funnels customers through the Sky app and automated tools before offering human contact. Phone waits are frequently 30+ minutes.

Virgin Media has long been criticised for poor customer service. Waits of 45+ minutes are common. Retentions team (cancellations) connects faster and has more power to resolve issues.

TalkTalk consistently ranks among the worst for customer service in the UK. Extreme wait times, call centre quality issues, and heavy bot deflection make it very difficult to resolve issues.

Plusnet (owned by BT) has historically been praised for UK-based customer service. Support staff are based in Sheffield. Wait times are shorter than most competitors.

EE Broadband (part of BT Group) has accessible customer service. Faults and technical issues are handled well. Loyalty customers report shorter wait times.

Vodafone Broadband support is accessible via phone and chat. TOBi chatbot is the first point of contact online but can escalate to humans.

Hyperoptic is one of the most human-friendly ISPs in the UK. As a full-fibre specialist, their team is knowledgeable and calls are answered promptly.

Zen Internet consistently wins awards for customer service. Calls are answered by UK-based engineers, not scripted call centres. Widely regarded as the best ISP for support in the UK.

NOW Broadband is part of Sky and shares its support infrastructure. Phone support is available but wait times can be significant. The app handles most routine queries.

Community Fibre is a smaller London-focused ISP with notably good customer service. Phone wait times are short and agents are generally knowledgeable.

KCOM serves Hull and East Yorkshire. As a regional provider, customer service tends to be more personal and accessible than national ISPs.

Andrews & Arnold (AAISP) is legendary among UK tech users for exceptional, no-nonsense support. Engineers answer the phone directly, wait times are minimal, and they publish their network status openly. A favourite of home-lab enthusiasts and developers who demand honest answers.

Gigaclear delivers full-fibre broadband to rural UK communities often overlooked by major providers. Support is friendly and staff are familiar with the specific challenges of rural deployments. Wait times are moderate and agents tend to be knowledgeable.

Utility Warehouse bundles broadband with energy and mobile under one bill. Support is handled through a central UK contact centre covering all services. Wait times can be longer given the multi-service nature of queries, but agents can deal with everything in one call.

G.Network provides full-fibre broadband exclusively across London. As a focused regional provider, support is relatively accessible and agents are familiar with the London network infrastructure. Good option for Londoners wanting a non-incumbent fibre provider.

YouFibre is a regional UK full-fibre provider covering multiple towns and cities outside the major metropolitan areas. Support is UK-based and generally responsive, with a straightforward IVR and friendly agents. A solid challenger to the incumbents in the areas it covers.

Toob is a fast-growing full-fibre provider focused on South England, particularly the Southampton and Portsmouth areas. Support is UK-based and customer satisfaction scores are consistently positive. Agents are accessible and knowledgeable about their network.