Recent data from UK regulator Ofcom reveals varying customer complaint performances among major broadband companies. Notably, TalkTalk, Vodafone, and EE ranked lowest, falling below the UK average in customer grievances.
Ofcom’s latest update highlighted that “EE, TalkTalk, and Vodafone were the most frequent subjects of broadband complaints.”
While EE’s complaint levels remained steady, TalkTalk and Vodafone experienced an uptick in complaints compared to the previous quarter.
Conversely, Plusnet emerged as the least complained-about broadband provider, a surprising contrast to its BT-owned counterparts EE. Ofcom noted, “Plusnet had the fewest complaints among broadband providers.”
Sky secured the second position for the least number of issues, followed by Virgin Media, which notably improved its standing from the previous year.
The rankings for complaints per 100,000 customers are as follows:
PLUSNET • 4 complaints
SKY • 6 complaints
VIRGIN MEDIA • 7 complaints
BT • 11 complaints
VODAFONE • 10 complaints
EE • 10 complaints
TALKTALK • 10 complaints
Aside from broadband, Ofcom also monitors complaints in categories like landline and pay-TV services. Utility Warehouse led in landline complaints, with TalkTalk ranking lowest once again in this category.
In the TV sector, TalkTalk had the least complaints, while Sky, Virgin Media, and EE followed suit with relatively low complaint levels.
Although complaint levels have plateaued, there has been no significant improvement. Analysts suggest that stagnant complaint rates amidst rising costs pose concerns for consumers.
Ernest Doku, a telecoms expert, remarked, “The lack of industry-wide improvement is worrying, especially with consumers facing escalating bills. Plusnet’s exceptional performance underscores the importance of quality service.”
With upcoming price changes, consumers are advised to review