Training Example: MoneySavingExpert Forum – Review the Data, Give Your Score & Compare to the Real AI Evaluation

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[H3] FAQs
1. About this tool
[H4] Does the tool cover every provider on the market?
It covers a wide variety of broadband and TV providers – essentially those available via the Decision Tech data stream, which powers our tool. These include big names such as BT, Plusnet, Virgin Media and TalkTalk, as well as smaller providers such as Pop Telecom, Hyperoptic and Community Fibre.
Our editorial team then manually try to spot other deals that beat those, from other comparison sites and nationwide providers, as usually the cheapest deals are short-lived promotions. If we spot market-leading deals elsewhere, we do our best to add them to the tool, in addition to deals we blag specially for MSE users.
Also, some providers may restrict access to their exclusive deals, though we continually work to get as many into the tool as possible within the scope of our limited resources. While this doesn't cover the whole market, with all these added together we hope that we have more deals than other comparisons.
We're always happy to hear about deals we might have missed – let us know by emailing the details to brokenlink@moneysavingexpert.com. We'll take a look to see if it's good enough to include.
[H4] See who we don't compare
Sadly, it is incredibly difficult to do a comparison that covers the whole market. This is because there are numerous firms that only cover limited regions that do not provide a data feed, meaning we'd have to manually input them all, which is a mega task. Yet there are a lot of small local providers that we can't list which occasionally may have cheap deals, so if you know of ones near you then it's always worth checking those too. Here's a list of some smaller providers that we don't include...
Alncom (Northumberland), B4RN (Lancashire and parts of Norfolk), B4SH (Surrey), Brighton Fibre, Cambridge Fibre, Connect Fibre, Connexin (Humberside), County Broadband Fibre (East Anglia), F4RN (Nottinghamshire), FibreNest (Persimmon Homes), Freedom Fibre (parts of the North West), Fusion Fibre, Hey Broadband, Glide, G.Network (London), Grain Connect, Hampshire Community Broadband, Jurassic Fibre (parts of the South West), Lightning Fibre (East Sussex), Lit Fibre, Lothian Broadband, MS3 (Humberside), OFNL (some new-build homes), OGI, (parts of South Wales), Pine Media (parts of Sheffied), Run Fibre (parts of Somerset), Swish Fibre, Voneus, WeFibre, Wessex Internet, Wight Fibre (Isle of Wight), Wildcard Networks (Newcastle upon Tyne).
[H4] How are your customer service scores calculated?
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.
[H4] 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.
[H4] 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...
Main broadband supplier
Rating
Number of votes
Rating
Zen8.188'Excellent'
Community Fibre7.9133
Toob7.951
YouFibre7.8124
Plusnet7.7565
Gigaclear7.755
Utility Warehouse7.3147'Good'
Hyperoptic7.2103
EE7.21,158
Vodafone7.0842
BT7.01,347
Sky7.01,773
TalkTalk6.9537'OK'
Three6.8172
Virgin Media6.71,896
KCOM6.459
Now Broadband6.257
[H4] 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:
Work out the percentage of responses for each score (0–10).
Multiply each percentage by the score (eg, % giving 7 × 7).
Add these together for an overall score out of 10.
Divide by 2 to convert to a score out of five.
This gives a consistent, comparable customer service rating for each provider.
[H4] 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.
[H4] Can these deals be beaten by cashback sites?
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.
[H4] How is the tool financed?
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.
[H4] How often is the tool updated?
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.
[H4] Why do we need your address?
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.
[H4] How do you rank the packages?
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.
[H4] How is the equivalent monthly cost calculated?
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.
2. Deals help
[H4] What package should I go for?
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.
[H4] What if I see a better deal elsewhere that you've not included?
Let us know by emailing the details to brokenlink@moneysavingexpert.com. We'll take a look and see if we can include it.
[H4] Do I have to complete the application online to get the offer?
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.
[H4] Something has gone wrong with an MSE blagged deal. Where can I get help?
Please email furtherhelp@moneysavingexpert.com with full details.
[H4] I haven't got a voucher or cashback that came with an MSE blagged deal. Where can I get help?
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.
[H4] What is the fastest broadband I can get?
[H4] What broadband is available near me?
3. How switching works
[H4] Do I have to contact and cancel my old provider first?
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.
[H4] Will I lose service while connection is taking place?
Yes, but assuming it all goes smoothly usually only for no more than a few hours on the day it's being connected.
[H4] Can I switch to a new provider if I'm still in contract?
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.
[H4] I'm moving home but I'm still in contract with my provider - can I switch it to my new home?
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.
[H4] Will I be credit checked?
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.
[H4] What are my rights if my provider hikes prices?
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).
4. Further help
[H4] I've had poor customer services with a provider you feature. How can I complain?
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.
[H4] My broadband speed is slow. How can I boost it?
We've tips in our Boost Broadband Speed Guide.
[H4] I've changed my mind about a deal. Can I cancel it?
If it's within the cooling off period - typically 14 days - you can. After that you're liable for the cost of the contract.
[H4] My question hasn't been answered/I need more help.
Please email brokenlink@moneysavingexpert.com with full details.
5. Deals specific pages
[H4] BT Broadband deals
[H4] Sky Broadband deals
[H4] Virgin Broadband deals
[H4] Plusnet Broadband deals
[H4] Vodafone Broadband deals
[H4] Now Broadband deals
[H4] TalkTalk Broadband deals
[H4] Truespee

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