If you're searching for a new broadband provider, Yorkshire-based Plusnet has emerged victorious in consumer watchdog , surpassing its own parent company BT alongside major competitors.
Broadband Genie crowns the best broadband provider each year by analysing thousands of reviews by customers and hundreds of thousands of broadband speed tests. A broadband network has the chance to win across 12 categories:
Plusnet secured three accolades in the 2025 awards: Best Broadband Provider, Most Reliable Provider, and Most User Friendly. This year's evaluation drew upon feedback from a survey of 4,000 bill-paying customers and analysis of more than 290,000 speed tests.
Plusnet is often recognised as a more affordable option across broadband networks and relies on BT-owned Openreach to deliver internet and streaming services.
Alex Tofts, a strategist for Broadband Genie, praised the winner's approach: "You won't find any fancy frills with Plusnet, such as TV or phone bundles. And while flashy rewards for new switches are few and far between, its straightforward 'broadband only' deals are a real win."
Despite Plusnet winning best provider overall, Virgin Media claimed more wins (5) than any other broadband network.
"Virgin Media has proven itself to be a main character in this year’s awards. Thanks to its high speeds and low latency, it tops the leaderboard for online gaming and offers packages suitable for even the most serious of gamers," said Peter Ames, head of marketing at Broadband Genie.
VIRGIN MEDIA O2 PRESS OFFICE | Virgin Media O2 owns its own full-fibre broadband network, which is separate from BT-owned Openreach — the nationwide network of cables that powers Sky, BT, EE, Plusnet and TalkTalk broadband
Meanwhile, Three UK secured recognition as the fastest wireless provider, whilst Vodafone claimed both the best value for money and best social tariff awards in the comprehensive industry assessment.
The awards introduced new categories this year that reflect everyday broadband usage. So, whether you're working remotely, gaming online, or streaming your favourite programmes, the Broadband Genie awards should highlight the right provider for you to pick.
If you're concerned about customer service standards, the survey revealed negative results across the industry. Satisfaction with customer service was highlighted as an issue across all 12 award categories.
Direct Save recorded just 58% satisfaction for customer support, whilst Zen Internet managed only 64%, both falling significantly below industry averages. Even major providers struggled, with BT, Sky, Virgin Media and Three all scoring between 69% and 72%.
From the results, Toft stated, "Customer service is an area which can make or break a positive experience with your internet provider. Get it right, and customers feel valued and looked after. Get it wrong, and customers will be left frustrated, unheard and will want to look elsewhere."
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When Broadband Genie analysed customer reviews, it exposed widespread dissatisfaction with value for money. Like the grumbles with customer services, this was also a consistent drag on broadband supplier's scores.
Major providers fared particularly badly, with Virgin Media and BT both scoring just 64% for value, whilst TalkTalk achieved 67% and Sky managed 68%. These four companies represent the bulk of the UK broadband market, yet trail significantly behind leading performers.
Tofts linked poor value perceptions to price increases: "It's no surprise that in a year when customers are once again having to swallow hefty mid-contract price rises that they feel they're not getting value for money. This is more evidence and only affirms our stance that Ofcom needs to ban mid-contract price rises."