Ofcom Reveals Most Complained Broadband Firms
BT, EE, TalkTalk and Vodafone were Britain’s most complained-about broadband providers in recent months, according to new figures. Communications and media watchdog Ofcom said its latest data, covering the quarter from April to June, showed total complaint numbers were lower than the previous quarter.
It linked the drop in complaints specifically to fewer customer issues with pay-TV services.
Meanwhile, complaints about broadband, landline and mobile services stayed roughly the same.
BDaily reports that Ofcom’s latest report showed BT, EE, TalkTalk and Vodafone each reported seven broadband complaints per 100,000 customers. BT’s figure was flat from the previous quarter, EE rose, and TalkTalk and Vodafone both fell.
Meanwhile, Virgin Media received the fewest complaints among UK broadband providers, with four per 100,000 customers. Plusnet and Sky followed, with five per 100,000 customers.
The regulator said the biggest reasons for complaints across broadband, landline and mobile services during the period were faults, service quality and getting services connected.
The data showed Plusnet was the landline provider with the most complaints, up from the previous quarter. It said a large proportion of these complaints were linked to how the company handled customer complaints.
Sky, Utility Warehouse, Virgin Media and Vodafone generated the fewest landline complaints.
Elsewhere, O2 and Sky Mobile generated the most mobile complaints.
The research also found that EE and Virgin Media were the most complained-about pay-TV providers.
A Virgin Media O2 spokesperson said: “Two years ago, with Ofcom’s complaints data showing Virgin Media and O2 at or near the bottom of every category, we drew a line in the sand and committed to fixing our customer service for good.
“While we still want to go further, this data shows Virgin Media recorded the lowest proportion of complaints of any broadband provider, while also achieving further significant reductions across TV and landline.”