The latest data released by UK regulator Ofcom reveals varying levels of performance among the major broadband providers in the UK. Notably, TalkTalk, Vodafone, and EE ranked at the bottom of the list in terms of customer complaints, all scoring below the national average.
Ofcom reported that EE, TalkTalk, and Vodafone received the highest number of broadband complaints in the recent update. While EE’s complaint figures remained unchanged from the previous quarter, both TalkTalk and Vodafone experienced an increase in complaints.
On the other hand, Plusnet emerged as the top performer with the least number of complaints, despite being under the same ownership as EE. Ofcom highlighted Plusnet as the broadband provider with the lowest complaint rate.
Following Plusnet, Sky secured the second position for the fewest issues reported by customers. Virgin Media also showed significant improvement, moving up the ranks to become the third best in terms of customer grievances.
In terms of complaints per 100,000 customers, the ranking is as follows:
– Plusnet: 4 complaints
– Sky: 6 complaints
– Virgin Media: 7 complaints
– BT: 11 complaints
– Vodafone: 10 complaints
– EE: 10 complaints
– TalkTalk: 10 complaints
Ofcom’s assessment extends beyond broadband services to include landline and pay-TV complaints. Utility Warehouse led in landline services with just one complaint per 100,000 customers, while Sky, Virgin Media, and Vodafone also performed well in this category. However, TalkTalk fell to the bottom of the list once again with 8 complaints per 100,000 customers.
Despite its broadband performance, TalkTalk fared better in the TV services category, with the least number of complaints reported.
The overall trend indicated by the new Ofcom figures shows a stable complaint volume across broadband, mobile, and pay-TV services compared to the previous quarter. However, there has been no significant improvement in complaint levels.
Ernest Doku, a telecoms expert at uswitch.com, noted that there is a growing impatience with poor service quality. While Plusnet stood out for its exceptional customer service and minimal complaints, Doku highlighted the importance for customers to assess if their service providers justify any upcoming price increases. He advised consumers to explore alternative deals to ensure value for money.
Users have the option to opt-out of data sharing, as described in the Privacy Notice and Terms and Conditions.