The most recent data from UK regulator Ofcom reveals the performance of major broadband companies in the UK in terms of customer complaints. TalkTalk, Vodafone, and EE were at the bottom of the list, receiving more complaints than the UK average.
Ofcom stated that “EE, TalkTalk, and Vodafone were the top broadband complaint generators.” While EE’s complaint figures remained consistent, both TalkTalk and Vodafone experienced an increase in complaints.
On the positive side, Plusnet was highlighted as the broadband provider with the fewest complaints, surpassing other providers despite being under the same ownership as EE. Ofcom mentioned that “Plusnet had the lowest number of complaints among broadband providers.”
Following Plusnet, Sky secured the second spot with minimal issues, while Virgin Media showed significant improvement, moving up to the third position for having fewer complaints.
In terms of complaints per 100,000 customers, the rankings were as follows:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 7 complaints
– BT: 11 complaints
– Vodafone: 10 complaints
– EE: 10 complaints
– TalkTalk: 10 complaints
Apart from broadband, Ofcom also monitors complaints related to landlines and pay-TV services. Utility Warehouse received the least complaints for landlines, with only 1 complaint per 100,000 customers. Sky, Virgin Media, and Vodafone also performed well in this category.
Unfortunately, TalkTalk ranked the lowest once again in terms of landline complaints, with 8 complaints per 100,000 customers. However, TalkTalk outperformed its competitors in the TV sector, receiving the fewest complaints.
For TV complaints per 100,000 customers, the rankings were as follows:
– TalkTalk: 2 complaints
– Sky: 3 complaints
– Virgin Media: 5 complaints
– EE: 6 complaints
Overall, complaint levels across broadband, landline, mobile, and pay-TV services remained stable compared to the previous quarter. Ernest Doku, a telecoms expert at uswitch.com, highlighted the concern of stagnant industry improvements amid rising costs for consumers. Plusnet’s outstanding performance in customer service was praised, urging consumers to assess their providers as annual prices approach.
As consumer patience wanes for subpar services, comparing deals to find better value becomes crucial. It is essential for consumers to evaluate if their current provider justifies the increasing costs and consider switching if needed to find better service and value.
