The latest data from UK regulator Ofcom reveals varying performance levels among major broadband providers in the UK. Ofcom’s report highlights that TalkTalk, Vodafone, and EE received the highest number of customer complaints, falling below the national average.
Ofcom stated, “EE, TalkTalk, and Vodafone were the most complained-about broadband providers.” While EE’s complaint figures remained constant from the previous quarter, TalkTalk and Vodafone experienced an increase in complaints.
In contrast, Plusnet emerged as the standout performer with the fewest complaints, surprising many due to its ownership by BT, which also owns EE. Ofcom noted, “Plusnet received the least amount of complaints among broadband providers.”
Following Plusnet, Sky secured the second spot for the least number of issues. Virgin Media also showed significant improvement, climbing to the third position from being one of the worst performers in the past.
The rankings for broadband complaints per 100,000 customers are as follows: Plusnet with 4 complaints, Sky with 6 complaints, Virgin Media with 7 complaints, BT with 11 complaints, Vodafone with 10 complaints, EE with 10 complaints, and TalkTalk with 10 complaints.
Apart from broadband, Ofcom also monitors complaints related to landline and pay-TV services. Utility Warehouse led in landline services with just 1 complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also demonstrated good performance in this category.
However, TalkTalk remained at the bottom of the list for landline complaints with 8 complaints per 100,000 customers. On a positive note, TalkTalk outperformed its rivals in terms of TV service complaints.
In the TV service segment, the rankings per 100,000 customers were as follows: TalkTalk with 2 complaints, Sky with 3 complaints, Virgin Media with 5 complaints, and EE with 6 complaints.
Despite complaints remaining relatively stable, there was no significant improvement in the industry, according to the latest Ofcom data. Ernest Doku, a telecoms expert at uswitch.com, expressed concerns over the lack of progress in addressing customer grievances amid rising costs.
Doku highlighted Plusnet’s exemplary performance in receiving the least complaints, emphasizing the importance of consumers evaluating their service providers as annual prices approach. Customers are encouraged to explore alternative providers offering better value for money to ensure satisfactory service delivery.