Best Consumer ISP

This category is sponsored by

For providers offering residential superfast broadband services (30Mbps or above). The category is aimed at services and providers broadly available, with consumer entry level pricing. While speeds are an important part of the category, it also takes account of overall services and packages.


Community Fibre



Jurassic Fibre



Entry criteria:

Entrants must be an ISP offering broadband connections to residential consumers.

Judging process

The judging process is formed of two stages: a period technical testing which will determine the shortlist and then a written entry form used by the judging panel to determine the winner.

Broadband entrants are required to undergo a period of technical testing from 1st April 2021 to 31st May 2021. The technical testing (facilitated by thinkbroadband) involves entrants’ customers performing a number of tests using the thinkbroadband testing tool (accessible on any browser and many devices). The best performing entrants will form a finalist shortlist.

Entrants must also submit a written entry form based on the below judging criteria to determine a winner from the shortlisted finalists. The deadline for submission is 4th June 2021 and you can find the submission form here.

Judging criteria

  • Price and value for money
  • Geographical availability
  • Broadband speeds – both upload and download
  • Fibre availability (eg: FTTC, FTTP)
  • Investment and innovation in networks and technology
  • Range of packages and contracts available
  • Communication with customers
  • Value added services (eg: quad play, cyber security, parental control filters)
  • End user equipment provided
  • IPv6 capability
  • Innovation in the past 12 months
  • Growth in customer numbers / fall in customer churn

Survey questions:

In 30 WORDS why should you win this award

Questions for entrants: 

  • How have you improved the overall quality of your consumer broadband offering in the past 12 months? 
  • How has your customer base evolved in the past 12 months (eg: growth rates, churn)? 
  • What innovations have you made in your services over the last year? 
  • How do you ensure the safety and security of your customers’ online experience? 
  • What value-added services have you offered to your customers in the last 12 months? For example triple or quad-play services, in home Wi-Fi boosters 
  • How have you ensured your pricing provides good value? 

Notes on technical testing

  • Testing will be web based and entrants will be sent details after the registration stage.

The web based testing should work on most browsers and platforms, including Android phones & tablets, iOS devices and Windows devices and does NOT require Flash or Java to be installed on the device. Entrants should be mindful that as more tests carried out, the better the evidence base is for determining the shortlisting. All entrants in the broadband categories will require a minimum of 50 tests per month from 25 or more locations between 1st April 2021 and 31st May 2021. The tester will measure the following:

  • Average Downstream throughput
  • Average Upstream throughput
  • Quality of connection in terms of speed stability
  • Latency

The web based tester is accessible through any browser and platform and will do a one-off test looking at the above criteria and send the report to thinkbroadband.