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Nine in 10 broadband customers experienced problems. Did you?

Zen Jul 29 2026 3 minutes

From slow speeds to disruptive dropouts, new Which? research shows how much difference your broadband provider can make.

A video call freezes halfway through an important conversation. Your connection drops just as you’re settling down to watch something. A simple download takes far longer than it should. Or maybe you’re just never quite sure whether your internet’s going to be working when you need it.

Broadband problems can quickly get in the way of everyday life. And according to new research from Which?, they’re actually very common.

Which? surveyed 5,235 broadband customers in December 2025 and January 2026. It found that 91% had experienced at least one problem with their service during the previous 12 months. That means fewer than one in 10 hadn’t experienced any issues at all.

Slow speeds and dropouts are disrupting everyday life

Some broadband problems are relatively brief. But even a short interruption can be frustrating when you’re working, streaming or trying to stay in touch with someone.

The Which? research found that:

28% regularly experienced slow uploads or downloads
25% regularly experienced very slow speeds
23% regularly experienced disruptive connection dropouts
21% regularly had problems with video calls
15% regularly experienced outages lasting more than an hour

These aren’t problems that only affect heavy internet users either. A reliable connection is now crucial for everything from working at home and managing household admin to watching TV and speaking to family. As broadband becomes more important to everyday life, too many people are still being let down by their providers.

Poor broadband may be common. It isn’t inevitable

With so many people experiencing problems, it’s easy to assume that all broadband providers offer the same experience.

The Which? findings suggest otherwise.

While several of the UK’s largest providers performed poorly in parts of the research, smaller providers tended to do much better. Which? says this reflects its wider research, which has found that smaller providers consistently outperform larger rivals in areas including reliability, customer service and value for money.

Zen was the best-performing provider in all five of the broadband issue categories Which? examined.

Among the Zen customers surveyed:

62% had never experienced disruptive connection dropouts
57% had never experienced problems with video calls
70% had never been left without a connection for more than an hour
59% had never experienced very slow speeds
44% had never experienced slow uploads or downloads

These figures measure the proportion of customers who said they had never experienced each problem during the previous 12 months. They don’t mean broadband can never go wrong. No provider can honestly promise that.

But they do show that the provider you choose can make a meaningful difference.

Broadband you don’t have to think about

Reliable broadband isn’t about impressive-sounding technology for its own sake.

It means being able to get through a working day without your connection dropping. It means making a video call without repeatedly reconnecting. And it means settling down to watch something without wondering whether it’s about to be spoiled by buffering.

These are all things you should be able to take for granted. And that’s the experience we work to provide.

It’s also why we’re proud to be a Which? Recommended Provider. And when you do need help, you can speak to our UK-based team rather than feeling like you’re being left to work everything out for yourself.

Our Contract Price Promise means the price of your broadband won’t rise during your minimum contract term either. So you can choose a reliable connection without worrying about an unexpected mid-contract increase.