New Which? survey puts VM at the very bottom for customer satisfaction

[Cardiffman282]

In its 2024 survey of nearly 4500 broadband customers (not just Which? readers) this January VM comes rock bottom with a sad satisfaction rate of just 56%. 

There were some interesting movers in this one. Normal stalwart Sky only came one place higher with 57% whilst Community Fibre (71%) and Hyperoptic (68%) join Which's sole Recommended Provider, Zen (70%), in the top three. 

What to make of it all? 

[Cardiffman282]

The table in full (minus the subscription stuff) https://www.which.co.uk/reviews/broadband/article/broadband-provider-reviews/best-broadband-provider...

[dhairbus]

People are waking up to the fact that tolerating poor service is no longer acceptable and realising that you pay for a certain standard and if it doesn't meet that standard you complain. 

The old "British" attitude is changing from the days of "it's OK it will do" to "it will not do - I paid for it so fix it, replace it or give me discount". About time too! !

[Tudor]

I just love meaningless stats, you can make them show anything you want. Nowhere does it show the percentage of complaints to number of customers served.

[Cardiffman282]

Ofcom obliges here. 

Virgin Media was the most complained about broadband, landline and pay-TV provider, seeing significant rises across all these areas from the previous quarter. Customers’ complaints were mainly driven by how their complaints were being handled.

 https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/telecoms-and-pay-tv-compl... 

[daveeeh]

Not surprised, while being helped by PM, I was told my 500Mb connection was only good for console gaming and not PC gaming PMSL.

The exact message : "The speed that you have is suitable for gaming, but only console gaming" and apparently if a game is using ray tracing and high graphic content it also slows down the internet. My god what were they smoking!