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Do broadband providers offer better deals to new customers?

Some broadband providers offer exclusive deals, offers and gifts to new customers. Gifts can include anything from hardware, wine, vouchers or reward cards. Some deals offer cheaper monthly rates for the first six months of your contract or come with free installation or delivery.

Some of our favourite broadband deals for new customers are from BT; the Full Fibre 500 and Full Fibre 900 deals come with six or 12 months of Xbox Game Pass at no extra cost, which represents a value of up to £144.

Make sure you compare these incentives when looking for a new broadband provider to ensure you’re finding the best deal and the best benefits for your needs.

How can I save money when switching broadband deals?

Switching broadband providers is one of the best ways to save money on your broadband contract.

When your broadband contract ends, it usually comes with a hefty price hike. This happens even if you stay with the same deal and is in addition to the yearly price jump from the consumer price index (CPI).

We looked into the out-of-contract rates for each provider that offers that information. Community Fibre has the best out-of-contract prices, with the cost rising by £4 per month for every package when the contract ends. BT raises the price of all its packages by just £5 per month, while Virgin Media has some of the steepest price hikes as some of its packages more than double in price out of contract.

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Explore our picks of the best broadband deals available in July

Gemma Ryles new profile April 2024

Deals checked by Gemma Ryles, our broadband expert

With her expert advice and knowledge, you can trust Gemma to guide you to the best broadband deal for your needs.

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Deal of the month

Our pick for deal of the month is Sky’s Broadband Ultrafast Plus deal. For just £34 a month, you can experience ultrafast speeds. This deal comes with no upfront costs for new customers and a wall-to-wall wifi guarantee. It also comes with a £90 gift voucher when you buy through the Independent Advisor’s broadband journey. 

Sky broadband – Ultrafast Plus
Monthly Cost
£34.00
Average speed
500 Mb
Contract term
24 months

£0 upfront cost only applies to new customers, prices may rise during your contract

We plotted various deals based on their price and speed. The larger the bubble, the higher the monetary value of the incentives included in the deal, including gift cards, free gifts or reduced rates at the start of the contract. 

Sky’s deal stood out to our experts thanks to its wide availability across the UK, affordability and high speeds; 500Mbps is more than fast enough for online gaming, streaming HD content on multiple devices and facilitating video calls.

Sky also received a high Independent Advisor rating due to its high levels of customer satisfaction, reliability and customer satisfaction, so you know you’re partnering with a respected provider. 

Our top tips for securing the best broadband deal

The best broadband deal won’t be the same for everyone. Rather than looking for the fastest speed or the cheapest price, look for the deal that will work best for your household. 

Here are some important factors to consider when comparing different broadband packages.

Check availability in your area

Depending on where you live, you won’t have access to every broadband provider or connection type. Our postcode checker is the best way to see what deals are available in your area.

Look for the best value for money

You need to ensure that your chosen broadband deal fits within your budget. Bear in mind that the costs include the monthly payments, any upfront fees and yearly price hikes.

We interviewed over 2,000 broadband customers* in the UK to gain a better understanding of what people value in a broadband deal. 

Where value for money was concerned, customers ranked Three and Vodafone the highest in that regard; the providers received 77 and 76 per cent of “Good” or “Excellent” responses, respectively. Conversely, only 58 and 43 per cent of respondents rated Virgin Media and Sky as good or excellent value.

Broadband providers ranked according to value for money

Good/excellent Average Very poor/poor
Three 77.0% 13.0% 9.0%
Vodafone 76.0% 23.0% 1.0%
NOW Broadband 75.0% 22.0% 2.0%
Plusnet 75.0% 23.0% 4.0%
EE 67.0% 25.0% 8.0%
TalkTalk 59.0% 33.0% 8.0%
BT 59.0% 31.0% 10.0%
Virgin Media 58.0% 30.0% 12.0%
Sky 57.0% 34.0% 9.0%

The type of broadband package you choose also makes a difference to the value of your deal. Consider a broadband-only deal, which 66 per cent of respondents rated “Good” or “Excellent” value for money. Broadband, phone, TV and SIM packages were also seen favourably. On the other hand, broadband, phone and TV deals received the most “Poor” and “Very Poor” responses of all the package types (12 per cent).

Different broadband packages ranked according to value for money

Good/excellent Average Very poor/poor
Broadband only 65.8% 27.0% 7.2%
Broadband, phone, TV and SIM 65.4% 28.8% 5.8%
Broadband and TV 62.8% 28.8% 8.4%
Broadband, phone and TV 57.9% 30.3% 11.8%
Broadband and phone 55.9% 35.0% 9.1%

Find the right speeds for your usage

Finding the right speed comes down to how many people live in your household and what your internet habits are. Running a broadband speed test is critical when comparing deals, as you can determine if you are receiving your advertised speeds and whether you need to upgrade. 

Download speeds are usually more important, but you should check what upload speeds you will receive in case you need to upload large files or documents to the web. Some deals offer symmetrical speeds, which means both speeds are similar or equal. 

Pick the right contract length for your needs

Most broadband contracts last for 12, 18 or 24 months. Long term contracts are usually more affordable; for example, Community Fibre offers a 150Mbps deal which costs £21 on a 12-month and £27 on a 24-month basis. 

If you are renting or will be moving home, no-contract broadband packages are a great solution. Rolling monthly contracts are best for flexibility and can be terminated within 30 days without any cancellation fees, which are standard in longer contracts. The downside is these deals are usually more expensive on a monthly basis and can come with costly upfront fees. 

Look for quality customer service

Effective customer service is paramount when comparing broadband providers. Trusting that your provider will resolve any issues in a timely and professional manner offers peace of mind. 

Respondents to our survey ranked Three and EE as the best providers for customer service, with 74 and 73 per cent rating them “Good” or “Excellent” respectively. Virgin Media and TalkTalk had the fewest positive responses, and Virgin Media received the most “Very Poor” and “Poor” responses (11 per cent).

Broadband providers ranked according to customer service

Good/excellent Average Very poor/poor
Three 74.2% 19.4% 3.2%
EE 73.1% 16.4% 3.0%
Vodafone 68.6% 20.2% 3.2%
Plusnet 68.2% 19.7% 3.0%
Sky 63.8% 22.7% 6.5%
NOW Broadband 62.2% 24.4% 4.4%
BT 60.9% 23.1% 7.3%
Virgin Media 54.3% 27.0% 11.4%
TalkTalk 53.1% 27.4% 10.9%

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Our in-depth guides tell you everything you need to know about comparing broadband offers, so once you’ve picked your package, you can rest easy knowing that it’s the right deal for you. 

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Compare quotes across more than 25 different broadband providers to find the best provider for your needs.

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What cheap broadband deals are available?

If you want to save money on your next broadband deal, consider going for slower speeds. Standard broadband is generally more affordable than fibre broadband, but you should always compare different providers to see which offers the best price for the highest speed. 

To make finding the cheapest broadband deals easier, we catalogued some of the most affordable deals available from a range of trusted providers.

Provider Deal name Price Speeds Contract length Upfront costs
Onestream Supreme Full Fibre 80 £20 62Mbps 24 months £4.95
Onestream Onestream Full Fibre 115 £24 100Mbps 24 months £4.95
NOW Broadband NOW Full Fibre 75 £24 75Mbps 12 months £0
NOW Broadband NOW Full Fibre 100 £26 100Mbps 12 months £0
Community Fibre 150Mbps Fibre Broadband £21 150Mbps 24 months £14.95
Community Fibre 1Gbps Fibre Broadband £26 920Mbps 24 months £14.95
Vodafone Fibre 2 £26 51.4Mbps 24 months £0
Vodafone Full Fibre 150 £27 150Mbps 24 months £0
*Prices accurate as of 04/07/2024

Set up and installation costs

It’s important to consider any upfront costs that come with new broadband deals. Some providers such as Virgin Media do not require installation costs on any broadband deals. Other providers including NOW Broadband, Community Fibre and Onestream, all have set-up charges.

We looked at several of the largest broadband providers in the country and found that installation costs can range from £0 to £31.99 depending on the package. The average cost of installation is £8.55. 

Upfront fees can vary depending on your deal; for example, a broadband and TV deal may require an engineer to install a satellite dish, while a full fibre deal may require additional infrastructure to work in your house.

Gemma Ryles
Home Tech Expert

How can you reduce the cost of your broadband?

“Our survey found that on average, broadband customers in the UK pay £53 per month for their broadband deal. Those living in urban city centres tend to pay more, while those living in small villages pay a little less. If you are struggling to pay for your broadband, look into social tariff broadband deals, which are there to help low-income households. If you do not qualify for social tariff broadband, consider cutting down your broadband speeds and limiting any additional services; broadband and TV bundles are usually more expensive, as are ultrafast and superfast broadband connections.”

Gemma Ryles
Home Tech Expert

What is broadband?

Broadband is a high-speed internet connection that allows you to browse the web, stream content and game online, among other things. Broadband replaced dial-up internet and is generally more reliable and much faster. 

What types of broadband deals are available?

Broadband-only deals

Our research found the average broadband contract costs £52 per month. On average, broadband-only deals cost just £40.95 per month, making them ideal for those on a budget who only need an internet connection. 

Broadband and phone deals

Households without access to pure fibre optic broadband will need a broadband and phone deal, which combines fibre with copper wires. They are also suitable for those who still use a landline. 

Broadband and TV deals

Despite averaging a high price of £61.58 per month, broadband and TV deals are very versatile. These packages can come with extra TV channels or subscriptions to popular streaming services. 

Broadband, TV and phone deals

If you want to combine all your core services into one contract, look into broadband, TV and phone deals. Not all providers offer these services, but they provide a simple way to manage several subscriptions and accounts. 

Broadband and SIM deals

Only a handful of providers offer broadband and SIM deals; these usually come with a fibre connection, and often with perks including discounted sims and air plans. 

Compare broadband deals now

What broadband connections can I get?

There are different types of broadband connections available, although your access to them will depend on where you live. A reliable connection is paramount, as you don’t want to worry about slow loading times or frequent disconnections. 

Using our postcode checker is the best way to understand what broadband connections are available in your area. Here are some of the most common broadband types in the UK and a summary of their main pros and cons.

Broadband type Speeds available  Advantages Disadvantages
Full fibre broadband (FTTP) Up to 1,000Mbps Fastest broadband connection in the UK Poor coverage in rural areas
Fibre broadband (FTTC) 30-70Mbps Partial fibre cables enable higher speeds Requires a landline and suffers from signal degradation
Standard broadband (ADSL) 10-24Mbps High coverage across the UK Lowest speeds of all broadband types
Cable broadband (HFC) Up to 1,130Mbps High speeds and high coverage Mainly operated by Virgin Media – region dependent
Mobile broadband 32-133Mbps Portable and comes in multiple formats Dependent on signal and can incur rolling charges
Satellite broadband 30-220Mbps Offers broadband access to rural areas Usually expensive and slower speeds than fibre optic

Do I need fibre?

Fibre broadband is faster and more reliable than basic broadband; fibre optic cables are less susceptible to weather damage and signal degradation than copper wires. Full fibre deals exclusively use fibre optic cables, while fibre deals use a mix of copper and fibre optic cables, which makes it slightly slower.

Fibre broadband is best suited to households with multiple people who frequently engage in online activities. Gaming broadband deals also always use fibre or full fibre. As a rule, the heavier your internet usage, the more useful fibre broadband will be.

We asked survey respondents what their internet habits were and what type of broadband they used. Heavy users game, stream in high definition and download large files. Moderate users stream content and use social media, while light users only browse the web and check emails.

Our survey found that households with heavy broadband habits use full fibre broadband more than any other group, at 57 per cent. Basic broadband is most popular with light broadband usage households, at 15 per cent. Fibre broadband is used equally between light and moderate groups at 35 and 34 per cent respectively.

Gemma Ryles
Home Tech Expert

Our Home Tech Expert’s recommended full fibre deal

“At just £26, this incredible broadband-only Virgin Media deal is the perfect solution for those looking for ultrafast speeds without breaking the bank. Enjoy speeds of up to 132Mbps with absolutely no upfront costs, with the option to bundle phone, TV and SIM services for an additional charge.”

Gemma Ryles
Home Tech Expert

6 tips to choose a work-from-home broadband deal

1. Reliability is key 

A stable and fast internet connection is crucial when you work from home as you don’t want to suffer from stuttery video calls or long waiting times when uploading or downloading files. A reliable connection will give you peace of mind and improved productivity. 

2. Look for high speeds

You will need a fast connection if your job involves frequent video calls, uploading large files or the use of a VPN. These activities require minimum speeds of 50Mbps, but you will experience faster loading times and smoother video calls with speeds above 100Mbps. Fibre and full fibre deals are the most suitable for remote work, boasting speeds from 80Mbps to over 1,000Mbps. 

3. Choose from our recommended broadband deals 

Some home workers can benefit from business packages; business broadband deals come with many benefits including faster speeds and security features, but it’s worth noting that they usually come with longer contract periods than home broadband.

 

Broadband provider Deal name Download speeds Upload speeds Contract length Price per month Independent Advisor customer service rating Benefits
Sky Sky Pro Business 150Mbps 28Mbps 24/36 months £19.97 for the first 6 months, £39.95 thereafter 64% Standard Security and automatic 4G backup
BT BT Full Fibre 150 Essential 145Mbps 27Mbps 24 months £32.95 61% Minimum speed guarantee and Web Protect
Virgin Media Voom 600 Fibre Business Broadband 600Mbps 60Mbps 24 months £21 for the first 6 months, £42 thereafter 54% Fixed price guarantee and flexible tariffs for moving speeds up or down
TalkTalk Complete Business Fibre Broadband 74Mbps 19Mbps 24 months £28.95 53% Minimum speed guarantee and free landline privacy features (optional)
Three 5G Business Broadband 150Mbps Up to 542Mbps 24 months £17.50 74% No upfront cost and 30 day money back guarantee
Hyperoptic Business Fibre 500Mbps 522Mbps 527Mbps 12 months £60 64% Next workday SLA, ability to add landline for £10 per month
Community Fibre Gigafast 1Gbps (Business) 920Mbps 920Mbps 36 months £210 75% Unlimited data and symmetrical upload and download speeds

4. Optimise your home office setup 

You can improve your internet connection by optimising your office setup. Connecting with an Ethernet cable is faster than connecting wirelessly, so try plugging your laptop or computer into your router. Ensure your router is placed close to your place of work and isn’t overly obstructed by walls, doors or devices such as TVs or microwaves. Finally, consider investing in a wifi extender to boost speeds.

5. Keep your connection secure 

Peace of mind is crucial when working from home as you want to ensure that no prying eyes are looking at private documents. You can secure your wifi network by regularly updating your router’s software and using WPA3 encryption, which uses individualised data for each device connected to your network. Most importantly, ensure you’re using strong passwords for all your accounts that are distinct from each other, as repeating passwords makes it much easier for hackers to access multiple accounts.

6. Ensure quality customer service 

While you hopefully won’t have any issues with your broadband, you still need a reliable customer service team to help if anything goes wrong. Community Fibre received the highest customer service rating in our survey, although the provider only operates in London. In terms of nationwide providers, Three and EE were rated very favourably.  

Understanding broadband speed

Knowing what broadband speeds you need is the first step to finding the right deal for your household. Here are some factors to consider when making your choice. 

Why does broadband speed matter?

Broadband speed is very important as you need certain speeds to engage in certain activities. 

If your speeds are too slow, you will experience common issues including slow loading times, periods of buffering, and juddering video playback. These issues can be frustrating and if you work or study from home, they can impede your productivity. 

Certain activities require faster speeds. Streaming, gaming and remote working will all work best with a fibre connection. If you’re simply browsing the web and checking emails, you can get away with a standard broadband connection.

What speed do I need?

You can explore what broadband speeds will be best for your household below. 

Simple searching Super streaming Fantastic fibre Brilliant broadband
5-25 Mbps 25-50 Mbps 100-500 Mbps 500-1,000 Mbps
Low speeds are suitable
for checking emails and
short video calls.
More bandwidth is
required to stream
in 4K and listen to music
Ideal for online gaming,
streaming content on
multiple devices and large video calls
Full fibre is needed to
game on multiple
devices, stream content and upload large files.

Factors affecting broadband speed

If you are experiencing slower-than-average broadband speeds, it could be due to a few issues. Some of these can be resolved by changing your habits, but others will only be fixable by upgrading your broadband package. 

Connection type

Fibre and full fibre broadband connections are the fastest available in the country, with speeds ranging from 80Mbps to above 1,000Mbps. Standard broadband can only reach 24Mbps, which makes streaming video content or gaming online more difficult. If you can’t access traditional broadband, you can look into mobile or satellite broadband. 

Network congestion

Ofcom defines peak times as between 8pm to 10pm for home services, and 12pm to 2pm for business services [2]. It’s very common for download speeds to be slightly slower during peak times compared to other times of day. If you are struggling with slower speeds during these times, try browsing at different times of the day.

Distance from the exchange

Standard and fibre broadband both suffer from signal degradation due to the use of copper wires. The further you are from the cabinet in your street, the slower your speeds will be. This can only be resolved by using a full fibre package, which is not impacted by signal degradation.  

Quality of the infrastructure

Newer infrastructure allows for more reliable speeds. Full fibre is currently available to 12.5 million households, with Openreach planning to reach 25 million properties by 2026 [1]. If you only have infrastructure for standard broadband, the possibilities for higher speeds are limited. 

Device limitations

Broadband speeds can also be affected by outside factors, namely older devices. Some old phones or laptops will not be compatible with wifi 6 routers, which come included with certain broadband packages. If your broadband speed seems slower on older devices and not newer ones, that is a device issue and not a broadband issue. You can check the compatibility by looking at the device specifications. 

Interference and obstacles

Common objects in your home can have a negative impact on the performance of your wifi router. Physical obstructions such as furniture and doors can cause interference, with concrete, thick timber and metal walls or floors having a particularly strong impact. Try moving your router to another location for improved performance. 

Software running in the background

While you may not realise it, background software running on a computer can cause internet slowdowns, as can software updates. You can find free and paid tools online that check how much bandwidth different software takes up.  

ISP throttling

ISP throttling, or fair usage policies, intentionally slows down your internet at peak times. These policies will be outlined in your broadband package and aim to ensure equal speeds for all users. If you break your fair usage policy, you will be subject to restricted speeds and in severe cases, have your contract terminated. Using a VPN can alleviate these issues, or changing your contract to a deal without any restrictions. 

Bandwidth-hogging applications

Activities like HD streaming, online gaming and video conferencing take up a lot of bandwidth. These include apps like Netflix, Amazon Prime, GeForce Now and Xbox Game Pass. If you want to use less bandwidth, consider streaming content in a lower resolution than HD and limiting simultaneous streaming on different devices. 

Average broadband speeds in different parts of the UK

Broadband speeds mostly depend on where you live as that dictates what connections are available. Generally speaking, rural communities have access to lower speeds than urban dwellers. 

The latest Ofcom report[3] revealed that 59 per cent of urban households have access to full fibre, compared to 42 per cent of rural properties. Furthermore, gigabit-capable broadband (broadband that can reach 1,000Mbps or more) is available to 83 per cent of urban residential premises but just 45 per cent of rural ones. This is because deploying broadband in rural areas is more difficult due to the lack of existing infrastructure in some parts of the country. 

Openreach[4] plans to deliver gigabit-capable broadband to a further 124,000 homes and businesses and has included more than 2,800 towns, boroughs, villages and hamlets in its build programme. It aims to work alongside the government to deliver gigabit-capable broadband to 85 per cent of the UK by 2025. 

The table below shows the average actual broadband speeds in different regions of the UK and the difference with the average advertised speeds in that area. Interestingly, Northern Ireland has the lowest actual speeds, but also the least difference between advertised and actual speeds. The East Midlands, on the other hand, have the highest advertised speeds but their actual speed only places them second.

Region Actual speed Advertised speed Difference
West Midlands 160.23 189.63 -29.4
East Midlands 158.37 196.32 -37.95
Yorkshire and the Humber 153.4 169.66 -16.26
North West 145.72 179.1 -33.38
East of England 143.79 171.36 -27.57
Greater London 143.77 160.69 -16.92
North East 141.99 181.12 -39.13
South East 134.88 163.33 -28.45
Wales 128.01 166.62 -38.61
South West 127.35 153.18 -25.83
Scotland 119.46 136.49 -17.03
Northern Ireland 117.93 126.42 -8.49
FAQs
Related articles
Methodology
Are cheap broadband providers reliable?

While you might be tempted to think cheaper broadband providers are less reliable, the reality is that many budget-friendly providers offer good, consistent broadband speeds. The lower prices they provide are thanks to increased competition in the broadband market, technological advances and regulatory oversight, which have paved the way for companies to offer reliable connectivity without a hefty price tag.

Are broadband-only packages the cheapest option?

The cheapest deals on the market tend to be broadband and landline packages. These use older copper phone lines to connect to the network and are more affordable than full fibre broadband. However, if you live in an area with access to fibre broadband, you might find cheaper broadband-only deals. 

Are there any cheap broadband deals for low-income families?

Low-income households can benefit from a selection of social tariff broadband deals. These discounted plans are available to customers on certain government benefits such as Income Support, Jobseeker’s Allowance, or Universal Credit, among others. 

What happens when my broadband contract ends?

Once your broadband contract comes to an end, you have a couple of options; you can stay on with your current deal, stay with the same provider and move to a new deal, or pick a new deal altogether. 

If you are happy with your current contract – including the cost, speeds and any price hikes that may come in the future – simply contact your provider to inform them that you want to stay on. If you like the provider but want to experience faster speeds, for example, you can sign up for a new deal. Depending on the type of contract you want, you may be able to keep your existing hardware and avoid going without broadband during the switch. 

If you want to change your deal and your provider, you must find a new broadband deal. Use our postcode checker to find all the best deals in your area and consult our guide to switching broadband for more information.

How do I find broadband deals without mid-contract price increases?

Broadband packages can be difficult to budget for when you take annual price increases into account. These increases are based on the Consumer Price Index (CPI), raising the price by 3 to 4 per cent, and usually occur in April.

If you want to avoid this yearly increase, the following broadband providers promise to keep the same price throughout your contract: Hyperoptic, Zen internet, Yayzi, Cuckoo Broadband, and Connect Fibre.

How can I save money when switching broadband deals?

Switching broadband providers is one of the best ways to save money on your broadband contract.

When your broadband contract ends, it usually comes with a hefty price hike. This happens even if you stay with the same deal and is in addition to the yearly price jump from the consumer price index (CPI). 

We looked into the out-of-contract rates for each provider that offers that information. Community Fibre has the best out-of-contract prices, with the cost rising by £4 per month for every package when the contract ends. BT raises the price of all its packages by just £5 per month, while Virgin Media has some of the steepest price hikes as some of its packages more than double in price out of contract.

Do I need to pay for a phone line or landline to get broadband?

Broadband and phone deals will be mandatory if you don’t have access to full fibre broadband.

However, in most parts of the country, many providers are starting to phase out traditional landline services in favour of digital landlines; the move to digital home phones will take place by December 2025 for many providers, including BT.

What is 4G and 5G home broadband?

4G and 5G home broadband, also known as mobile broadband, offer a broadband connection without copper cables or fibre optic cables connecting to your home. 4G and 5G work just like cellular data that enables you to connect your smartphone to the internet when you’re on the go.

5G (5th Generation) has faster upload and download speeds and has been the standard for mobile data connections since 2019. However, it’s still not available everywhere, especially outside of urban areas, so it’s still common to use a 4G connection even if your phone or contract is 5G-enabled.

Do all broadband deals come with unlimited data?

Nowadays, most broadband deals are unlimited, which means you won’t incur extra charges for heavy internet usage. However, some broadband deals still come with limited amounts of data. These data caps restrict the amount of data you can use, usually over a given month. Exceeding your data cap results in higher rates for subsequent data use. Limited broadband deals are becoming less common, but some providers still offer them, so it’s always worth checking the terms and conditions of the contract before committing to a deal.

Which internet deals come with the best routers?

Even though all broadband deals come with a router for new customers, some routers offer more advanced features than others. 

Virgin Media provides the Media Hub 5 with its Gig1 Fibre Broadband deals, which comes with wifi 6 support and more antennas for a more reliable connection. It also supports dual band wireless channels for increased performance. As a bonus, the router’s casing is also made of 100 per cent post-consumer recycled plastic, so it’s more sustainable than previous models. 

Those who sign up for a BT Superfast Fibre Broadband deal benefit from the BT Smart Hub 2; it offers more antennas and uses both 2.4GHz and 5GHz bands to offer better coverage and less congestion. 

When you opt for the TalkTalk Full Fibre 150, 500 and 900 packages, you can use the Amazon Eero and Pro Eero routers. These routers use 2.4GHz and 5Ghz bands, support wifi 6 and offer improved coverage and stability compared to the standard TalkTalk wifi router.

Survey of broadband customers aged between 24-64 conducted on Censuswide, 11-14 March 2024. Survey sample: 2,003 respondents, totalling Sky (489), BT Broadband (412), Virgin Media (396), EE (134), Vodafone (124), Other (102), Plusnet (66), NOW Broadband (45), Three (31), Hyperoptic (14), Community Fibre (8), Unsure (7). Respondents who selected Hyperoptic, Community Fibre, Other or Unsure were discarded from our review, however, the information gathered for Hyperoptic and Community Fibre was used in our Broadband Providers evaluation. Respondents were asked to rate each category on a five-point scale, from Very Poor to Excellent, or from Never to Always, with the option of selecting Don’t Know for all questions. For the third question (“What issues, if any, have you experienced with your current broadband provider”) respondents could select from the following: Price Hikes, Slow Speeds, High Prices, Frequent Disconnections, Poor Customer Service, Billing Issues, Other and N/A. The questions used to calculate our score were: “How often, if at all, do you feel the actual speed of your broadband service matches the advertised speed,” “How would you rate your experience with customer service and support from your broadband provider,” ”What issues, if any, have you experienced with your current broadband provider? (Select all that apply),” “How easy or difficult is it/would it be to reach your provider using your preferred method,” “How do you rate the value for money of your broadband service,” “How would you rate the transparency of pricing and additional fees in your broadband service”. 

Gemma Ryles new profile April 2024

Gemma Ryles

Home Tech Writer

Gemma Ryles is a BJTC and PPA-accredited journalist with three years of experience writing across various publications. As a home tech expert at Independent Advisor, Gemma tests, researches and writes about broadband and home security. 

Previously, Gemma reviewed and curated lists about consumer technology at Trusted Reviews, where she honed her skills in creating buying guides and features to help customers make informed decisions. She has previously worked at Yorkshire Post, BBC Yorkshire, Glitterbeam Radio and Bonus Stage. 

Gemma has a BA in Journalism and in her free time can be found writing short stories, gaming and crocheting.