Our regular broadband satisfaction survey reveals what customers think about their ISP – the good, the bad and the ugly.
Some broadband providers treat their customers well, offering a fast, reliable connection backed up by great customer service. If only this were true of AOL Broadband.
Our regular broadband survey found that barely any of its customers are happy with the service they receive and few of them would recommend AOL Broadband to a friend.
The company received a dismal customer score of just 38% for its broadband-only deals, leaving it languishing in last place in our broadband rankings. Amazingly this is a very slight improvement on its performance from earlier in the year, when it received a catastrophic 26% customer score, but it’s still comfortably the worst brand in our table.
Read our Which? broadband reviews to find out which provider came out top.
Which? broadband survey
We survey thousands of broadband, home phone and TV customers twice a year so that we can help you to choose the best service. In July and August 2013 we spoke to over 2,600 members of the public and asked them about their experiences.
As well as giving customer scores for each provider we’ve also rated the key aspects of their performance, from customer service and technical support to the speed and reliability of the connection.
Unreliable AOL Broadband service
Just 32% of the AOL Broadband users we surveyed would recommend it to a friend. Customers gave the company a poor value-for-money rating, as well as low scores for the speed and reliability of its service.
This was hardly surprising considering that almost half had experienced very slow speeds and a third suffered frequent connection drop outs or problems with their router. Users were also scathing about the difficulty of contacting the company and the lack of technical support it provides when you run into difficulties.
Why was AOL Broadband the worst provider?
We asked our survey’s participants to tell us more about their experiences – here’s what they had to say about AOL Broadband:
‘I have been with AOL Broadband for a number of years quite satisfactorily. But then TalkTalk took over and I have had nothing but problems ever since.’
‘It is just slow, expensive and unreliable.’
‘Not as reliable as it used to be and it’s difficult to get hold of them by phone.’
‘It is appalling and I am changing to BT soon.’
One customer succinctly described the service they receive as ‘useless’.
Not happy? Then switch
You shouldn’t have to put up with a bad connection or poor customer service from your broadband provider – and you don’t have to.
The good news is that changing providers isn’t as difficult as you might expect. Read our how to switch broadband providers guide for step by step instructions on changing ISP.