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To help you choose broadband providers based on service, we’ve changed how we assess customer service levels to make results more robust.

Previously, our scores were based on a poll of MoneySavingExpert users. We’ve now moved to using a large, nationally representative YouGov survey, giving a broader, more balanced picture of customer experience.

When you do a broadband comparison using our tool, this update should make it clearer which firms are delivering good service – and which aren’t.

Our customer service rating has nothing to do with price. It only looks at how good each company is to deal with.

We’ll continue to update the scores regularly so they stay relevant.

While no measure of customer service is ever perfect, we think this gives a strong, balanced view of what customers actually experience.

How providers are rated (and why it's changed)

We now group providers into four categories based on their scores:

• 7.5 and above: Excellent
• 7.0 to 7.49: Good
• 5.0 to 6.9: OK
• Below 5.0: Poor

All scores are rounded to one decimal place.

With our new methodology, most providers tend to score higher overall.

That means a score of around six may be toward the lower end, but isn't necessarily bad. So we've avoided calling these mid-range scores "poor," which is why there are currently no firms that score as "poor."

This should better reflect what customers really think, while still making it easy to spot the best performers.

How providers stack up for customer service

According to our latest YouGov survey, from April 2026, Zen, Community Fibre and Toob were the joint highest rated firms for customer service, while Now Broadband was lowest rated...

How we crunch the numbers (the nerdy bit)

This is how we calculate the scores:

• YouGov survey: We ask YouGov to run a survey of around 10,000 people on broadband providers' customer service. From this, we typically get thousands of responses from people responsible for their household's broadband, rating providers from 0 (worst) to 10 (best).
• Reliable sample only: We only include providers with at least 50 responses, as anything less isn't statistically robust.
• Scoring formula:
  1. Work out the percentage of responses for each score (0–10).
  2. Multiply each percentage by the score (eg, % giving 7 × 7).
  3. Add these together for an overall score out of 10.
  4. Divide by 2 to convert to a score out of five.

This gives a consistent, comparable customer service rating for each provider.

How to use the scores

These scores give you a quick, easy way to compare how providers treat their customers.

They reflect average experiences, so individual service can still vary, but they should give you a good sense of what to expect before you sign up.

Members of cashback sites may be able to undercut some deals, though don't assume it's the same deal: they can be structured differently, so check carefully.

To get it, you need to sign up via the cashback website, rather than directly with the provider. Cashback websites use affiliate links to generate revenue, so if they get paid when you sign up, you'll get paid.

Unfortunately, this cash is never guaranteed, as sometimes there are tracking issues. Plus, they won't pay out on top of our Blagged deals.

If a link has an * by it, it is an affiliated link that helps MoneySavingExpert stay free to use, as it is tracked to us. If you go through it, it can sometimes result in a payment or benefit to the site. It's worth noting this means the third party used may be named on any credit agreements.

You shouldn't notice any difference and the link will never negatively impact the product. Plus the editorial line (the things we write) is NEVER impacted by these links. We aim to look at all available products. If it isn't possible to get an affiliate link for the top deal, it is still included in exactly the same way, just with a non-paying link. For more details, read How this site is financed.

The majority of the products listed on site will be updated as soon as they are made available by through our industry data feeds by Decision Tech. We will endeavour to display deals we hand-pick from other sites as quickly as possible when they become available in the market.

Broadband deals can vary by area and even house number on the same street, so we ask for your full address so we can check exactly what deals are available at your property. Without this, it's likely we'd show you a load of deals you can't get. Don't worry, we don't store this information anywhere or share with anyone.

We rank based on equivalent monthly cost, including incentive values, ie, cashback or vouchers. We do give you a full cost breakdown for this, so you'll see the elements that make up the cost we rank by.

We take into account the monthly costs of broadband, line rent and TV over the contract, any set up or activation fees then deduct the value of cashback or some vouchers. With vouchers, we only deduct the value if it's for a major retailer or one you can use at numerous retailers, making it close to cashback. This figure is divided by the contract length which gives the equivalent monthly cost.

The aim of the tool is to provide you with details of the deals available to you. It's up to you to decide which deal is right for you. Think about the services you actually use and base your search on that.

Let us know by emailing the details to brokenlink@moneysavingexpert.com. We'll take a look and see if we can include it.

Most of the time, yes. When you call up you're likely to be offered a different deal, often not as strong as the online one.

Please email furtherhelp@moneysavingexpert.com with full details.

If you signed up to an MSE Blagged deal - a best-in-market offer we've negotiated exclusively - which involves you being sent a voucher, we'll always do our best to ensure you get the voucher.

However, there can occasionally be problems with the deal tracking. In particular, if you were running ad-blocking software or cookie blockers when you signed up for the deal, or exited your browser while in the process of signing up, this can stop it tracking correctly. We've some key steps that can help:

1) Do first make sure you've followed all the steps required to get the voucher or cashback. Some deals require you to fill in online forms to redeem the offer, separately from signing up to it.

2) Also you can check the details of expired deals at this link - before going further, check that the deal is due (sometimes you might have to wait up to four months to receive it).

3) If you've done this and your voucher is now overdue, first reach out to your provider, which'll be best placed to follow up.

4) If you've already done steps 1-3 and are still struggling, drop a note through to voucherhelp@moneysavingexpert.com including your full name, order number, provider and details of the deal. If you're eligible we'll see if we can help push the provider for you.

Mostly no, but it doesn't hurt just to be sure. Moving to or from Virgin can be slightly different - see below.

Switching broadband to and from companies other than Virgin Media: Every major provider except Virgin (200+ in total, incl BT, Sky & TalkTalk) is on the BT Openreach network. If you're switching between them, when you sign up for a new deal it's the new supplier's job to notify your existing one and cancel the contract. You don't need to do anything else.

Moving broadband to or from Virgin: Since Virgin Media runs its own network, the switching process is a little more complicated. You'll need to contact your existing supplier yourself to cancel. It should then give you a termination date, so try to coordinate this with the start date With Virgin Media to avoid loss of service. This is a standard process and you should be able to do it without much hassle.

Switching TV (whether as part of a package or a separate deal): If you're switching broadband, it works as above. If you're switching a TV deal - whether or not it's with the same provider as your broadband - you'll need to call up and cancel the package yourself. Typically you'll need to give 30 days' notice. If you're still in contract you're also likely to have to pay the remainder of the contract to get out of it. As you have to cancel the old TV deal and sign up to the new one, you'll need to ensure you time it right to avoid paying two TV providers in one month.

Yes, but assuming it all goes smoothly usually only for no more than a few hours on the day it's being connected.

You can but you're more than likely to pay early termination fees to cover the remainder of your contract. Check your original contract to find out the exact terms and fees payable if you do.

If broadband is available in the area you're moving to, often you can. If it's not, call up your provider and ask. Some may have to pay, others may waive the fees.

Yes. This is normal for utilities - as it is for energy and mobile contracts to this is the ensure you'll honour the contract. If you're worried, you can check your credit file via our Credit Club.

Most broadband, mobile, landline and TV firms have terms that allow it to raise prices each year. When this happens, you can't usually leave without penalty.

Currently, most firms hike prices in line with inflation between February and April each year, using either the Retail Prices Index (RPI) or Consumer Prices Index (CPI) measure of inflation, plus a percentage on top.

However, under new rules announced by Ofcom in July, inflation-linked mid-contract price hikes will soon be banned. Firms will instead have to tell you exactly how much your bill will increase in pounds and pence before you take out a new contract. These rules will come into force in January 2025 - but only for those taking out new contracts (it WON'T apply retrospectively to existing contracts).

The broadband industry doesn't have the best customer service reputation and while a provider may be good for some, it can be hell for others. Common problems include installation dates not being met, limited service or slow speeds, incorrect billing and more. It's always worth trying to call your provider first, but if not then try Resolver, the complaints handling tool.

Where necessary we will warn you about poorly rated providers. That said, even top-rated providers sometimes have problems.

We've tips in our Boost Broadband Speed Guide.

If it's within the cooling off period - typically 14 days - you can. After that you're liable for the cost of the contract.

Please email brokenlink@moneysavingexpert.com with full details.