The latest report from UK regulator Ofcom reveals varying performance levels among major broadband providers in the country. Ofcom’s data shows that TalkTalk, Vodafone, and EE received the highest number of customer complaints, ranking below the national average.
Ofcom noted that while EE’s complaint figures remained consistent from the previous quarter, both TalkTalk and Vodafone experienced an increase in complaints.
On the positive side, Plusnet emerged as the provider with the least number of complaints, despite being under the same ownership as EE, showcasing a notable difference in their complaint handling.
Following Plusnet, Sky secured the second spot for the least reported issues, with Virgin Media also showing significant improvement, now ranking as the third best in terms of complaint rates.
In terms of specific complaint numbers per 100,000 customers, Plusnet led with 4 complaints, followed by Sky with 6 complaints, and Virgin Media with 7 complaints. On the other end, TalkTalk had 10 complaints per 100,000, the same as Vodafone and EE.
Apart from broadband issues, Ofcom also tracks complaints in other categories such as landline and pay-TV services. Utility Warehouse stood out for having the lowest landline complaints, with only 1 complaint per 100,000 customers. Notably, TalkTalk ranked lowest in landline complaints as well, with 8 complaints per 100,000.
Despite TalkTalk’s struggles in broadband and landline services, it performed better in the TV sector, registering only 2 complaints per 100,000 customers. In contrast, Sky had 3 complaints, Virgin Media had 5 complaints, and EE had 6 complaints per 100,000 customers for TV services.
Overall, the latest figures from Ofcom indicate stable complaint levels across broadband, mobile, and pay-TV services, with no significant improvements observed. Ernest Doku, a telecoms expert at uswitch.com, highlighted the growing impatience among consumers for subpar services amidst rising costs. Plusnet’s consistent performance in receiving the fewest complaints underscores the importance of quality customer service in the industry.
As annual price increases approach in April, customers are advised to scrutinize their service providers for value and consider switching to better alternatives if dissatisfied with their current service.
