The latest report on UK broadband performance has revealed varying levels of customer complaints, with Vodafone and TalkTalk showing room for improvement. According to Ofcom, Vodafone received the lowest score of 11 complaints per 100,000 customers, marking an increase from the previous assessment.
Ofcom stated, “Vodafone and TalkTalk were the most complained-about broadband providers, with Vodafone experiencing a rise in complaints compared to the previous quarter.” On the contrary, Virgin Media emerged as a top performer, showcasing a significant improvement despite past poor showings in similar tests.
In terms of customer satisfaction, Plusnet and Virgin Media were highlighted as the least complained-about broadband providers, with other commendable performers including Sky. The full list of winners and losers in the broadband sector is 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
In addition to broadband services, Ofcom also monitors other sectors such as landline and Pay-TV complaints. Utility Warehouse stood out as the top performer for landline services, with only 1 complaint per 100,000 customers. For TV services, TalkTalk ranked first, followed closely by Sky.
The TV sector’s full list of winners and losers includes:
– 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 across these services, largely attributed to recent price increases affecting many households in the UK. Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment in the increasing complaints, particularly following a period of decreasing telecoms company complaints. She highlighted mid-contract price rises as a significant driver of customer dissatisfaction and emphasized ongoing monitoring to address any issues.