Slow speeds and drop outs: common broadband complaints and how to resolve them

Over half of broadband customers have experienced problems with their connection in the past year, according to the latest Which? broadband satisfaction survey.

Our survey of nearly 4,500 broadband customers found that very slow speeds, connection drop outs, outages, and router problems were some of the most common grievances.

Our research showed that many of these issues were persistent across all the broadband providers in the survey - with narrow margins between the best and worst offenders.

Customers experiencing regular issues with their connection are likely to see this as insult added to injury. Many are paying more for mediocre services after several large providers imposed eye-watering price increases earlier this year, though new rules from Ofcom will at least see unpredictable price hikes coming to an end.

Don't put up with a substandard broadband provider. Read our round up of the best and worst broadband providers for 2024 to see which came out on top.

The most common broadband issues

The majority of issues were based on quality of service, with customers reporting various problems with connection reliability.

• Frequent connection drop outs were the most common broadband issue overall, affecting some 15% of respondents. 
• The second most common issue centred around connection speed. Around 13% of customers overall said they'd suffered slow speeds at some point in the past year, and the same amount said slow uploads and downloads were also a problem.
• 12% of customers said they'd been left without a connection for at least an hour, and an unlucky - though substantial - 6% had been left without their connection for more than a day.
• Router problems were an issue for 10% of broadband users.
• 9% of customers told us they'd experienced slow or disrupted music/video streaming, 

Read our advice on broadband billing and service problems to see if you can resolve any issues you are facing.

How to fix slow broadband and connection issues

In some cases, the only way to fix broadband problems is to speak with your provider - or to pick a new one - but there are several things worth trying yourself first.

• If you want to check how your speed compares to what was promised by your provider, start by running a broadband speed test. If your speed is much lower than expected, follow our steps on how to speed up slow broadband to see if you can fix the issue yourself.
• If your wi-fi signal is dropping out regularly, consider whether all of your devices need to be connected at once. However, keep in mind that other people living nearby may also have an impact on your connection - learn how to change the wi-fi channel you're using to see if that helps.
• And if your router is playing up, take a look at our guide on how to fix your router for help understanding what the lights on yours might be telling you.

But if you're experiencing persistent problems with your connection, it's worth letting your provider know. Read our guide on your rights if your broadband is slow or interrupted for more information.

Several providers have signed up to Ofcom's voluntary code of practice on broadband speed: BT, EE, Plusnet, Now, Sky, TalkTalk, Utility Warehouse, Virgin Media and Zen Internet. Each of these providers has committed to give new customers clear information about speeds when they sign up, including a minimum download speed that is guaranteed. If you're with one of these providers and your speed drops below what was promised when you signed up, you may be able to leave your contract penalty-free.

BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media, Vodafone, and Zen Internet have also committed to Ofcom’s automatic compensation scheme. That means you won’t need to take any action to receive compensation if your service doesn’t start on the agreed date, your engineer appointment is missed or your service isn’t fixed after a loss of service. 

Subpar customer service 

As well as exploring service issues, we asked broadband customers about the customer service they had received from their provider. Overall, 36% told us they'd experienced some kind of customer service issue with 8% of customers also saying they had either found it difficult to get in touch with their provider or had problems having their queries resolved.

Ofcom (the telecoms regulator) has called for providers to do more to improve their customer service, particularly given the significant price rises many have experienced.

Broadband customers can make a complaint to the regulator if they experience service issues, though these complaints are most commonly made after customers first complain to their provider and are dissatisfied with its response. However, Ofcom does not resolve individual complaints itself, instead offering advice on how consumers can seek to resolve the issues raised. 

According to Ofcom's latest complaints data from January to March 2024, NOW Broadband received the most complaints for broadband, while Sky received the least. Of the large providers included in Ofcom's complaints data, EE, Vodafone and Virgin Media also received above-average levels of complaints in this period.

Find out more about our Customer Service Counts campaign, and if you've had a bad customer service experience, let us know through our customer service horror stories form. 

Is it time to switch broadband provider?

If you're sick of experiencing issues with your broadband provider, it may be time to consider a switch. It can sound like a faff, but when we ask people who have done it recently, the majority tell us it's easy. We've broken it down into four simple steps - get started using our guide on how to switch broadband provider.

Switching is also an opportunity for an upgrade - as well as offering faster speeds, fibre is more reliable (particularly full fibre connections), and you could actually save money compared with a standard broadband connection. Check our guide to the best broadband deals to see how much you could be paying.

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