The latest assessment of broadband services in the UK has revealed notable variations in customer complaints. Ofcom, the regulatory body, has disclosed the most recent data on grievances from households in the UK, highlighting that Vodafone and TalkTalk have room for improvement. These two prominent Internet Service Providers (ISPs) have fallen in the rankings, lagging behind their competitors.
Vodafone registered the poorest performance with 11 complaints per 100,000, showing a deterioration from the previous evaluation, indicating an increase in dissatisfaction among Vodafone customers.
Ofcom stated, “TalkTalk and Vodafone were the most complained-about broadband providers. Vodafone experienced a rise in complaints compared to the previous quarter, while TalkTalk’s complaint figures remained unchanged.”
Conversely, Virgin Media emerged as the top performer in the rankings, showcasing a significant improvement despite past poor results.
Ofcom also noted, “The least complained-about broadband providers were Plusnet and Virgin Media.” Additionally, ISPs like Plusnet and Sky received commendation for their performance.
The rankings for broadband complaints are as follows:
– Virgin Media: 5 complaints per 100,000
– Plusnet: 5 complaints per 100,000
– Sky: 7 complaints per 100,000
– BT: 8 complaints per 100,000
– EE: 8 complaints per 100,000
– TalkTalk: 10 complaints per 100,000
– Vodafone: 11 complaints per 100,000
Besides broadband, Ofcom also evaluates other services such as Landline and Pay-TV complaints. Utility Warehouse was recognized as the top performer for landline services with only 1 complaint per 100,000. Noteworthy mentions in this category include Sky, Virgin Media, and Vodafone.
In the TV service category, TalkTalk secured the top spot followed by Sky.
The rankings for TV complaints are:
– TalkTalk: 2 complaints per 100,000
– Sky: 2 complaints per 100,000
– Virgin Media: 3 complaints per 100,000
– EE: 5 complaints per 100,000
Overall, there has been a rise in complaints, attributed mainly to recent price hikes affecting numerous households across the UK.
Commenting on the latest figures, Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the increase in customer complaints during the quarter, especially following a period of decreasing complaints about telecoms companies. She highlighted unexpected mid-contract price rises as a significant factor contributing to the surge in complaints, emphasizing the need to monitor the market for signs of ongoing customer dissatisfaction.